What is AI Answer Composer?
AI Answer Composer Overview
AI Answer Composer is a LiveAgent feature that automatically analyzes incoming emails and contact forms using AI to generate response drafts when inquiries are received.
Basic Operation
1. Reception
When inquiries arrive via email or contact forms, LiveAgent’s ticket management system receives them.
2. Analysis
AI automatically extracts and analyzes the inquiry content. If there’s conversation history, it understands that context as well.
3. Response Draft Creation
Based on pre-trained information (knowledge base), AI creates response drafts.
4. Display
The generated response draft is displayed as a note (memo) on the ticket screen.
5. Review & Send
Agents can review and edit the response draft, and if acceptable, use it directly for replies.
Key Features
AI Creates Drafts, You Just Review
No need to write from scratch - simply review and adjust the drafts suggested by AI to create professional replies.
Understands Conversation History
Automatically analyzes ticket conversation history and generates appropriate response drafts based on context understanding.
Integration with Knowledge Base
Product information, FAQs, response manuals, and other data taught to AI chatbots can also be utilized for email response creation.
Difference from AI Chatbot
| Item | AI Answer Composer | AI Chatbot |
|---|---|---|
| Supported Channels | Email・Contact Forms | Website Chat |
| Output Method | Displays drafts for agents | Responds directly to customers |
| Review Process | Sent after agent review | Automatic immediate response |
| Final Responsibility | Agent | AI (with escalation option) |
Related Information
AI Answer Composer can seamlessly integrate with AI Answer Improver. This enables a consistent workflow from automatic response generation to text refinement.
