Agents will be able to translate all end-user, bot, automation, and agent messages within an issue with just a single click. In addition, they’ll have the flexibility to selectively show or hide translations for individual messages or entire conversations, giving them greater control and clarity when handling multilingual issues.
To know more, visit our help article.
We have added new functionality in Language AI to automatically detect and update the language in user messages. When an end-user types a message, Language AI can detect their language and update it automatically, eliminating the need for manual selection. The selected language is stored in the backend, persists across future conversations, and is reflected in conversation logs for full visibility. This ensures consistent communication and improves the overall support experience for multilingual users.
For more details, visit our help article.
Workforce Management Analytics enables you to monitor agent productivity and optimize workload, enhancing overall agent performance and customer support quality which can elevate key metrics such as Resolution Time and CSAT scores.
In previous releases, we introduced initial time metrics, and now we are expanding our offerings to include more comprehensive workload and performance metrics, along with additional time metrics for agents. The metrics will be available in Trends (Overall), Trends (Workload), Summary by agents and Summary by Groups on the dashboard.
For more details, visit our help article.
AI Agent Copilot is now generally available in the Helpshift Platform. Built to enhance agent performance and speed up resolutions, Copilot brings powerful AI tools directly into your team’s workflow—helping agents work smarter and respond faster.
AI Sentiment: Analyze emotional tone in real-time to assist agents in responding with empathy and tracking evolving sentiment during the conversation.
AI Summary: Instantly generate conversation summaries, enabling agents to quickly grasp key context and resolve issues more efficiently.
AI Reply: Automatically suggest context-aware replies to minimize repetitive tasks and speed up response times.
AI Compose: Assist agents in crafting polished, on-brand messages more rapidly by rephrasing, expanding, and correcting responses using AI.
To learn more, visit the AI Agent Copilot page and our help article.
This Generative AI tool assists agents in crafting high-quality responses faster by adjusting tone, rephrasing, expanding, and correcting grammar and spelling. It helps to reduce the time spent composing messages while enhancing agent productivity and improving the quality and consistency of responses.
Key Benefits:
Additionally, Analytics for Smart Compose allows you to track performance using key metrics like CSAT and TTR and compare the effectiveness of issue resolution with and without the Smart Compose feature.
To know more, visit our help article.
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