Configuration: AI

Learn how to enable and configure Emplifi AI capabilities for use with Emplifi Agent.

Enable AI: enables all the AI features.

Emplifi AI uses third-party services for some AI features. No customer/client data is stored by a third-party (i.e. their large language models will not learn from your data). Always ensure about your company’s policies regarding AI prior to enabling these features.

AI features are inherently dynamic and are not driven by a defined set of rules, such as a suggestion or code mapping. Where possible, we provide appropriate prompts to guide the AI tools (and/or allow them to be configurable) and allow you to review AI content before you apply it to a case/response.

AI Summary

This feature will use AI to summarize a transcript (typically populated by an integration with Bot, Social, or telephony platform) or detailed notes entered by an agent. You can review and edit the generated summary before adding it to the case.

Script Case Text Types: text types that can be summarized. The AI icon () will only appear on case text entries in this list. The text entries defined here are also used for context by the AI Reply Assistant. Examples:

• Chat Transcript

• Call Transcript

• Agent Notes

Summary Case Text Type: when you click “Add“ on Summary, a text entry of this type is created.

AI Translation

This feature is used to translate a text entry, typically into a common system language. It is available via the Case text context menu on all case text entries (if AI is enabled).

Translation Case Text Type: when you click Add on Translation, a text entry of this type is added to the case.

Default Target Language (for translation): language code like en, es, cs. If left blank, translation uses en. The source and target language codes are based on the language pairs that are supported by the underlying translation service and are not configurable. More than 20 languages are supported and each language has a defined set of possible target languages. You can see the available sources and applicable target languages in the Text Translation dialog on a case.

AI Reply Assistant

Use AI Reply Assistant in Agent to help agents improve email and printed responses by changing the tone of voice, and/or contextualizing standard responses, and/or updating/extending manual/custom content.

Once you enable AI for a user’s configuration, the Assistant will appear in the Case Letter Editing Toolbar via the AI icon ().

The basic functions of the AI Assistant can be used to change the length or tone of voice of the highlighted text. They do not require any configuration. Configuration is required to fully utilize the Expand with Context option using the following additional elements for context:

• Available transcript(s)
  As defined in the Script Case Text Types setting above.

• Case elements
  As defined in the Context Metadata Standard Paragraph.

• The full content of the case letter
  Text that is before and after the selected text.

The use of context is somewhat experimental. Generative AI may or may not use the context provided as anticipated so it is important to test various scenarios and be sure users are trained to review and adjust generated responses.

Context Metadata Standard Paragraph: standard paragraph ID to define additional elements from the case that can be used by the AI Assistant. Making the context configurable can help improve the use of context (by providing only key elements of the case) and can also reduce the likelihood that sensitive information is sent to a third-party (regardless, no data is stored by the third-party).

Each context element is made up of a label and a value.

The label can be whatever makes sense in your environment. For example, if the typical term for your locations are restaurants, using restaurant as the label will increase the likelihood of that context value being used by the AI assistant.

The value can be any combination of fixed text and standard paragraph insert.

The paragraph content needs to be a valid JSON object. The content should be plain text with no HTML. If you are pasting from a source (such as the example below), be sure to insert the content as plain text ().

Currently, no validation is done on the paragraph editing page. You can use a 3rd party tool like Best JSON Formatter to check. If it is invalid or blank, expand with context does not send any metadata. You can use standard paragraph inserts to pull case data like [issue.c08_code].

Example:

{
"customer_name":"[address.given_names.Default('')]",
"agent_name":"[case.responsible_user_code.letter_signature.Default('')]",
"reason":"[issue.c05_code.description1.Default('')]",
"store":"[issue.c08_code.description1.Default('')]",
"product":"[issue.product_code.description1.Default('')]",
"order":"[issue.c07_code.Default('')]"
}

Use the paragraph preview feature of the standard paragraph admin page to test your paragraph.

Include letter for context: if checked, the letter content before and the after highlighted text is used to mitigate situations where the model repeats some content, e.g. greets you multiple times, duplicates information, etc. This option is only used to expand with context. Default is unchecked. (Do NOT check this if you are concerned about sending PPI in the letter to AI)