AI-Assisted Live Chat

Overview

AI-Assisted Live Chat transforms the live chat experience by harnessing the power of OpenAI's advanced GPT technology within the Mainstay platform. To enable this feature, see Generative AI Settings.

• Start with intuitive suggestions: The AI assistant will provide suggestions in three scenarios, based on the learner's message and recent conversation history:
  • When you first launch the Live Chat, if the learner's last incoming message had resulted in a fallback response, the AI assistant will provide a suggestion right away.
  • You can also get a suggestion for a specific message by selecting the ... menu and then Suggest Response.
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  • Throughout the Live Chat, the AI assistant will offer suggested responses based on the contact's new messages and recent conversation history.
• Automatically reference your Knowledge Base: If a contact asks a question that can be answered using Organization Attributes, Knowledge Base Responses, or to any content scraped in your Knowledge Sources, that information will be provided as context when generating the suggestion.
• Fine-tune before sending: You can tweak and personalize the suggested responses before sending to the contact, if changes need to be made. Or you can dismiss the suggestion and write your own response as usual, without AI assistance.

Sensitive Information Stays Private

We're able to identify any Personally Identifiable Information (PII) by using a detection algorithm that runs only on Mainstay's computers. When we identify PII such as names, birthdates, or addresses, we substitute this information with a placeholder value prior to sending the messages over to OpenAI / ChatGPT.

This strategy keeps information private, but also allows the AI to understand the full context of the message when responding.

If an answer does need to incorporate a piece of PII, say a date, the AI is instructed to respond using the placeholder it received. Once we get the message back, we'll substitute the placeholder out for the real date, keeping the interaction seamless.

In Conversations

When viewing a past conversation, messages that were generated with the assistance of generative AI will be indicated as such. If you expand this item, you will see the list of Knowledge Sources used to generate the suggestion, as well as a tabbed view of the original suggestion and the actual message sent to the learner.

AI-Assisted Live Chat Settings

Bot-wide settings allow partners to adjust length and tone to suit their preferences. You can find these options under the 'Conversations' section of your settings page.

AI-Assisted Live Chat is the perfect blend of machine intelligence and human touch, designed to streamline your live chat process.