Thinking about Support now, writing to customers is the main activity any customer support pro is doing every day. Some people can write faster than others, but it still takes a lot of any agent’s time. Much of this writing is repetitive, and that is why most helpdesks provide a way to create and use message templates (or macros). Some folks are also maintaining their own templates in a text file, copying & pasting sentences into the message editor as needed.
The repetitive nature of sentences in support also makes them predictable. But this is where AI excels: predicting the predictable! I got very excited when I started experimenting with some of the latest AI models
for language generation and discovered that, with a bit of training on some anonymized data, you could generate intelligible sentences, or even entire messages, that are contextual to the customer query and what the content of the typed message is so far.
So I decided to implement a Chrome extension
that would alter the behavior of the Zendesk’s message editor to suggest auto-complete sentences in real-time as the agent types. What came out was a message editor on steroids