Introduction
Copilot Rewrite, part of Conversation Copilot, enhances agent communication in the workspace. It interprets and refines messages for clarity and professionalism within the Agent Workspace, raising the bar for agent-to-customer experiences.
Copilot Rewrite equips agents with a powerful text refinement tool, conveniently located within their text box. This feature empowers them to effortlessly enhance their communications by addressing grammar, spelling, and overall message clarity. Agents can leverage up to three rephrasing requests for any given phrase to achieve optimal results.
In addition, Copilot Rewrite offers a simple way to toggle between the original and new phrases before sending the communication.
This feature is available for all regions.
Key benefits
- Offers immediate correction & refinement of agent messages, ensuring professional & clear communication
- Enhances agent productivity by automating message editing, allowing agents to focus on customer issues
- Enhances your brand's image with consistent and error-free communication, thus increasing your NPS
Language support
Rewrite supports English. Other languages (Russian, German, Chinese, Japanese, French, Spanish, Italian, and Portuguese) are supported in experimental mode.
Rewrite adapts to the language the agent uses in the text box. For instance, if Spanish is used and the agent clicks on Rewrite, the response will also be in Spanish.
Reporting
Reporting for Copilot Rewrite is available in the Report Center.
When creating a new dashboard, you can see the "CoPilot Rewrite" template. Details of the Copilot Rewrite metrics are here.
Limitations
- Copilot Rewrite has a fair usage cap of approximately 300 concurrent agents using Rewrite. If this limit is exceeded, agents might see the following error. Please work with your account team to submit this form to increase the capacity.
- For the languages in experimental mode, the three attempts to rewrite a phrase might result in the same suggestion when attempting a second or third retry.
- To guard against abuse, the LLM-generated rewritten response is truncated automatically after approximately 500-600 characters. This can result in responses being cut off abruptly. To prevent such instances, consider editing the prompt and including an instruction such as, “Limit your response to a maximum of 30 words.”
FAQs
- Do you retain the agent's original query? No.
Get started
Please contact your LivePerson representative to enable Copilot Rewrite for your account. Once this is done, you can configure the solution.