AI Features

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AI Overview

The AI Overview includes three components: Sentiment Analysis, AI Summary, and Suggested Tags. You'll find it in the panel on the right side.

 

Notes about the AI Overview

• This feature is in beta, so we're still tweaking it, and you might see some errors now and then.
• You can regenerate the overview if you aren't happy with the result.
• The feature updates whenever there is a new incoming message.
• Summaries might not always be spot-on. If something seems off, check the full conversation to make sure everything's accurate.

 Sentiment Analysis

This feature helps you understand customer sentiment and adjust your responses accordingly. Sentiment Analysis categorizes the outcomes of conversations into:

• Positive
• Neutral
• Negative

Having sentiment analysis inside of Groove benefits you in the following ways:

• Quick Insights: The color-coded sentiment analysis allows support agents to instantly gauge the tone of a conversation, whether it's positive, neutral, or negative, without reading through all the messages.
• Prioritization: Identifying negative sentiments quickly helps prioritize urgent or sensitive issues, ensuring they get immediate attention and resolution.
• Performance Monitoring: Managers can use sentiment trends to monitor agent performance and customer satisfaction over time, allowing for teachable moments.
• Efficient Handovers: When conversations are handed off to another teammate, the sentiment analysis provides immediate context, making the transition smoother and more efficient.
• Customer Feedback: It helps track overall customer sentiment, offering insights into common pain points and areas for improvement in products or services.
• Proactive Support: By identifying shifts in sentiment during an interaction, agents can proactively address issues before they escalate, improving customer experience.

AI Summary

The AI Summary feature provides a brief overview of a conversation, enabling quick comprehension without the need to read through the entire thread It's particularly beneficial for ensuring smooth hand-over of knowledge to colleagues, for managers reviewing interactions for quality assurance, or for non-support teams that need to monitor discussions.

With the AI Summary feature, your team can keep things running smoothly and efficiently, making customer support a breeze, especially on longer conversations.

Suggested Tags

This feature helps you stay organized by suggesting tags based on what’s being discussed. It looks at keywords and context to recommend tags you’ve already created, making sure your tagging stays consistent and your data stays well-maintained. Click on the tag to add it to the conversation:

For new companies or instances where relevant tags haven't been set up, the feature will return empty results until tags are created. Learn more about creating and adding tags here.

AI Text Modifications:

Here's a quick guide on using the AI text modifications to enhance your customer support responses.

With this feature, you can refine your messages by selecting the text you want to modify and choosing from options like make shorter, make longer, or change tone. If a reply is too lengthy, you can use the make shorter option to make it more concise without losing the essential information. If you need to add more details or make the response more informative, the make longer option will be helpful. Changing the tone to suit your style goes a long way in connecting well with your customers!