Generated replies

Yetto got a new automation action this week: Generate reply.

As part of our autoreply action, you can choose to respond with an AI-generated reply.

Enable the AI features, add links to your documentation for us to use as content references, and set an autoreply signature. That's it! You're ready to get started.

We'll use the conversation itself and your documentation to generate a reply automatically. You can send it directly to your customer or post it as an internal comment so your team can review before sending.

And this action ties in with our other actions, so you can chain them together. Maybe you get a lot of customer emails with vague requests. Set up an automation to get more information:

1. Create a label called unclear request.
2. Create an automation with actions that trigger whenever a new conversation is created.
3. Add actions to:
   1. Extract keywords from the conversation based on your inbox's labels.
   2. Add the unclear request label to any conversation that matches that keyword.
   3. Autoreply to the customer with a generated reply.

The automation will respond to the customer, asking for clarification and more details. (You can use a similar workflow swapping out the generated reply for a saved reply, but the generated reply will be more tailored to the specific vague question the customer asked.) Generated replies are a great option for conversations that don't match categories you already have, or where a saved reply is probably not relevant or a little too specific. They can keep the queue moving through sticky situations.

You could also pair this action with the summarize action for smoother conversation hand-offs. When a conversation is assigned to a new person, summarize the conversation in one internal comment, then leave an example response in another. The new assignee can get a quick overview and a head start on a reply all at once.

It's a slightly different way to think about adding AI (LLMs and generative AI applications) to your Support tool belt. The key is control.

You control what an automation does and when it does it. We're not anthropomorphizing an AI bot. You're not getting an AI agent or another member of the team or anything. You're getting additional actions that you can automate as you see fit, and generating a reply to a customer is one of them.

Generate reply is an automation action just like many others we offer. Some of them use AI, like summarize or extract keywords. Some of them don't, like apply label and assign conversation. Generate reply is just one of an ever-growing list of automations you have access to in Yetto.

You know your system, your product, your team, and your customers better than anyone. Certainly better than a bot. You know what to do and how to do it. And when you don't, you know how to figure it out. Use Yetto you can automate the parts that help you, and let your team do what they're best at.