Description
With this feature enabled, Agents will get a magic wand option in the agent text box. This tool empowers Agents to modify written text, addressing issues such as grammar, spelling, and enhancing the overall quality of the message. Agents are allowed to make up to three requests for the rephrasing of a particular phrase.
In addition, it offers a simple way to toggle between the original and new phrases before sending the communication. This feature is available for all regions.
The tool supports the English language and all other languages are supported in experimental mode. Rewrite supports the following list of languages in experimental mode. This means that Rewrite will adapt to the language the agent uses in the text box. For instance, if Spanish is used and the agent clicks on Rewrite, the response will also be in Spanish. Languages supported: Russian, German, Chinese, Japanese, French, Spanish, Italian, Portuguese.
Differentiated benefits
- Offers immediate correction & refinement of agent messages, ensuring professional & clear communication
- Enhances agent productivity by automating message editing - allowing more focus on customer issues
- Enhances brand's image with consistent and error-free communication.
Limitations:
- For the languages in experimental mode, the three options for rewriting a phrase may result in the same suggestion when attempting a second or third retry.
Additional enhancements include:
- Enhance default prompt to support business casual tone and preserve links, emojis, etc. (April Release)
- Rewrite - Support multiple languages for Rewrite (April Release)
- Reporting to enable brands to see ROI and further optimize contact center operations (May Release)
- Self-service configuration for Rewrite (August Release)
- Support for multiple Rewrite prompts in an account (August Release)
- Prompt customization (August Release)
Related Links
For more information on Copilot Rewrite click here.
Status
Live
