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.

Including in this guide:

A. Improve Agent’s Message
- Change message tone of voice and formality
- Fix typos and grammar

B. AI-generated Conversation Summary

Improve Message

Era modifies the agent's reply to make it more targeted and appropriate to the corporate standards by avoiding unprofessional-sounding comments and giving the message a befitting tone.
For new agents, the Era becomes an asset that guides them with real examples of how to produce the desired tone of the company when dealing with customers.

1. After writing the reply to the customer, click the AI icon and select Improve Message.
2. After Era produces a new response, click Insert to substitute the current reply with the suggested one or
3. Click Rewrite for another attempt at a generative reply or click on the “tones” for a reply that incorporates the chosen tone. Once the text is to your satisfaction, click Insert.
4. Modify the reply if needed and click Reply to continue the conversation.

Conversation Summary

At any time during the conversation, agents can have the conversation summarized and recorded as a remark on the conversation board. Admins can select an Automatic Conversation Summary at the AI settings activation to automatically summarize the conversation when the status changes to “Resolved”.

Click the AI icon and select Summarize conversation.
A new Summary tab appears after the initial system summary. Agents may choose to summarize the conversation at any time. The summary will include Action Items (where applicable) based on the conversation content.

Editing Summaries

Agents can edit the AI-generated conversation summaries to ensure that they reflect the conversation's nuances as interpreted by the agent and improve the accuracy of the information stored in the Customer Relationship Management (CRM) system.

To edit the summary, select the Summary tab in the reply box and click the Editing icon to make the needed changes.

Click Save when you are done to update the integrated CRM with the latest summary. Note that the editing agent's name appears at the top of the summary.