The Era AI Assistant

Overview

Era focuses on communication soft skills, assisting agents in producing consistent, targeted, and error-free responses that improve customer-agent interactions. After suggesting alternative replies, Era enables the agents to adjust the tone of the reply, which leads to a uniform corporate resonance. Finally, Era can automatically summarize the conversation with the customer, record it as a remark in the inbox, and integrate it into Customer Relationship Management (CRM), saving both time and effort.

Activation

Era’s activation is performed at both the module level and the desired Chat, Facebook Messenger, and WhatsApp communication channels.

1. At the CommBox console, navigate to Settings > Era AI module and click Contact Us to open a subscription plan with a replenishing Actions plan.
   

2. Once a subscription plan is implemented, navigate to Settings > Era AI and activate the module (toggle at the top).
   

Note: The package subscription resets at the beginning of the month, regardless of usage. Check the status bar to see the daily usage and available Actions limits.

3. Navigate again to Settings and select the desired Chat, Facebook Messenger, or WhatsApp module.
4. Select the relevant channel and expand the AI Assistant section.
5. Toggle the Activate AI-Powered Assist to turn on the AI capabilities.
6. Optional: Toggle the Automatic Conversation Summary to automatically summarize the conversation when the status changes to “Resolved”.

7. Save the setting at the bottom corner of the screen.
8. Repeat this process for any other desired communication channel.
9. Optional: To have the AI summaries recorded on the CRM, navigate to the CRM connector section in the channel settings and toggle to transfer the conversation summaries.