M42 Intelligence Writing Assistance User Manual
M42 Intelligence Writing Assistance User Manual
Introduction
Matrix42 Writing Assistance is a configurable Generative AI feature powered by Large Language Models to enable support agents to communicate more efficiently with the end users using email. Matrix42 Writing Assistance helps support agents working with the Efecte Service management tool to be more efficient, as they don't have to spend so much effort crafting messages or documentation, resulting in improved work experience, reduced cognitive load, and improved efficiency for the agents.
Prerequisites
Matrix42 Writing Assistance is a paid add-on feature requiring a commercial license. Additionally, it needs to be configured to be available on desired templates and for specific users by the administrator. For instructions on setting up Matrix42 Writing Assistance, please refer to the guide: M42 Intelligence Writing Assistance Admin Manual
Using Matrix42 Writing Assistance
The daily use of Matrix42 Writing Assistance consists of three key features out of the box:
- Generate (Ask for more details in Agent UI): M42 Intelligence generates an email using only the available ticket data, without the agent writing anything, saving time massively.
- Correct (Correct spelling & grammar in Agent UI): M42 Intelligence proofreads user-written content to make sure there are no typing errors in the text.
- Complete (Enhance selection in Agent UI): M42 Intelligence builds comprehensive, professional texts from drafts created by agents.
The agent can select the language in which they want the content to be generated.
Let's look at the details of the out-of-the-box use cases.
Write a first response with a single-click
Write emails from scratch with Generate (Classic UI) / Ask for more details (Agent UI)
You can reduce the effort spent on writing emails by selecting relevant data that should be considered for the email content. With the help of the instructions set by the administrator, Matrix42 Writing Assistance crafts email messages for the agent based on the information they consider relevant to the message. For example, to communicate how an issue was solved, the agent could select the ticket details and the resolution field to generate a professional message for the end user quickly. You can also try to re-generate the content if you are not happy with the result.
- In the email editor, click M42 Intelligence
- Select context attributes to be used as additional information for the email content
- Include or exclude email conversations as additional context (if allowed by the administrator)
- Choose the language in which M42 Intelligence should generate the message draft
- Click Generate
- Insert the generated message to continue editing the email
- Send the email
In 2024.2, the default behavior was adjusted to produce specifically emails for asking for more details about the issue at hand. This is reflected in the user interface in the Agent UI.
Proofread emails
Proofread emails with Correct (Classic UI) / Correct spelling & grammar (Agent UI)
You can write a draft of your email and proofread it with the correct functionality. Select the desired text, click M42 Intelligence, and select “Correct”. The context attributes, or email conversation, do not affect the returned text for the Correct functionality. However, selecting the language for the output is still possible, so the corrected content will be translated into the desired language. You can use this functionality also to translate content you do not understand. Corrected content is not sent automatically, and you still need to accept the generated content with Insert, or you can try to generate a new correction if you are unsatisfied with the result.
- Write content in the email editor
- Select the text from the written content you wish to proofread and correct
- Click M42 Intelligence
- Choose the language in which M42 Intelligence should generate proofread content
- Click Correct
- Insert the corrected message to continue editing the email
- Send the email
Note
When selecting content made in unsupported language, M42 Intelligence might seem to translate the content but those translations are not necessarily accurate. For information about supported languages with Matrix42 Writing Assistance, please refer to the information below.
Formalize email content with Complete
Formalize email content with Complete (Classic UI) / Enhance selection (Agent UI).
Like with the Correct functionality, you must first select some content in the email editor, after which you can transform it into a full message. M42 Intelligence allows you to make a full email from a few notes or sentences with the help of contextual data you provide in the language you wish. You can always try to regenerate the completion if you are not happy with the result.
- Write content in the email editor
- Select the text from the written content you wish to transform into a full message
- Click M42 Intelligence
- Select context attributes
- Choose the language in which M42 Intelligence should generate the message draft
- Click complete
- Insert the generated message to continue editing the email
- Send the email
Supported languages
The supported languages depend from the language capabilities of the used large language model. In ESM 2024.2, support for multi-language responses with Matrix42 GenAI was introduced.
Important considerations
M42 Intelligence produces a different response every time when there are a lot of variables in the context. The administrator also has the possibility to affect what type of responses are generated. Please refer to the admin guide to understand how the behavior of M42 Intelligence can be adjusted.
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