Using Language I/O Copilot in Salesforce Chat

What is the Language I/O Copilot?

The Language I/O Copilot is an enhanced chat experience that helps agents solve end user issues more quickly and efficiently.

To achieve this, it uses Retrieval-augmented generation (RAG), a technique for enhancing the accuracy and reliability of generative AI models with facts fetched from external sources, in this case, connecting to a Knowledge Base of articles to return relevant information about the topic at hand, in the right language.

For Language I/O Copilot to match chat messages to articles in the customer’s native language, articles in the customer’s language must exist in your knowledge base. Language I/O will work with you to ensure that your knowledge base is set up properly to enable you to use Copilot with articles in any language that you prefer.

Language I/O Copilot is a feature available in Salesforce Chat from version 2.45 (Early Access only) and later. Contact Language I/O to enable this feature.

How does it work?

Enabling and disabling Copilot

When Language I/O Copilot is enabled in your org, agents can see a new Copilot toggle the Language I/O tab in Salesforce:

Click the toggle to disable or enable it.

Using Language I/O Copilot

Language I/O Copilot is an automated assistant connected to a Knowledge Base that contains articles in your supported languages. When the end user sends a message to the agent, Language I/O Copilot searches for the most relevant article(s) based on similarity, then generates a reply that is based on this information:

Options

To the right of the suggested answer, agents have three options:

• Send (Arrow icon): When the agent accepts the suggested reply as is. This sends the reply directly to the user in the chat.
• Edit (Pencil icon): When the agent needs to edit the suggested reply to adapt it for this particular user. The reply then appears in the text field so the agent can make the necessary edits before sending.
• Discard (Cross icon): When the agent rejects the suggested reply. Alternatively, typing and sending their own reply also counts as a discard by the agent.