AI agent

AI assist is designed to enhance your support operations by providing AI-generated responses. This guide will help you configure and manage the AI assistant effectively.

Setup

Navigate to AI assist: From the Thena dashboard, select "AI assist" under the "Customer support" section or "Internal helpdesk" section.

Activate AI assist: Click the "Activate" button to activate the assistant.

Managing sources

The AI assistant relies on various sources to generate accurate responses. You can add, manage, and update these sources as follows:

Add source

Click on "Add source." Select the type of source you want to add. The available types include "Thena requests" and "URL."

Types of sources:

Type	Details
URL	This option allows you to provide a website URL as a source for the AI assistant. To add this source, select "URL" from the drop-down menu, enter the website URL, and click "Add."
Thena requests	This option allows the AI assistant to access Thena requests from the last 90 days. The data is updated every 24 hours. Select "Thena requests" from the drop-down menu to add this source and click "Add."

Manage existing sources

The "Sources" tab displays a list of all configured sources. You can see each source's name, type, last updated time, and status.

You can perform below actions once the source is created:

Actions	Details
Resync	Click on the resync icon to manually update the source.
Delete	Click on the trash icon to remove the source.

Using AI assist

Generate AI responses

Once the sources are configured, the AI assistant can generate responses for customer support requests.
In the "Requests" section, you can view incoming customer queries. Click on "Ask AI" to generate an AI-assisted response based on the configured sources.

Review and edit responses

The AI-generated response will appear in the reply box. You can review and edit the response before sending it to the customer to ensure accuracy and appropriateness.