Daktela Copilot

Function description

Daktela Copilot is an AI assistant designed to improve written communication by making it more appealing, grammatically correct, and efficient. It also facilitates two-way translation for customer interactions.

Key Features:

• Rephrasing: Tailors your message style—formal, friendly, or extended—for effective communication.

• Translation: Breaks language barriers with instant, two-way translation.

• Custom GPT Prompts: Lets you define your style and tone for personalized message crafting.

• Summarisation: Provides instant overviews of extensive client communications.

• Templates: Suggests response templates in emails based on historical communication data.

Copilot can be enabled for any user (excluding Cloud-Phone users) and has no usage limitations.

Rephrasing

Transform your text with ease in any text-based activities, ticket comments or knowledge base articles. Rephrase the text, adjust its length to make it longer or shorter, refine it to sound more professional or friendlier, or simply correct any spelling errors. Or combine these functions until the text feels just right to you. All this can be done in just a few clicks.

Custom Prompts

Take full control of how your messages are transformed. Add prompts to customize messages based on specific needs. Custom prompts can be used across all text-based communication channels, ticket comments, and knowledge base articles.

Translation

Manually translate messages or enable automatic two-way translation to eliminate language barriers with just two clicks. Translations can be used across all text-based communication channels, ticket comments, and knowledge base articles. It also allow you to translate Smart Call Transcript in Listings module.

Video example coming soon.

Summarisation

Summarise lengthy communications in tickets or activities with a single click. It also enables you to summarise CRM contacts, providing a six-month overview of exchanged communications with a customer.

Note: The prompts for summarising activities and CRM contacts are currently in testing, and results may vary.

Templates

Copilot suggests up to three tailored email response templates based on historical communication data. These templates appear above your standard templates in email activities.

Note: Template suggesting is currently in testing, and results may vary.

Licensing and Setup

Licensing

Copilot requires a per-agent licence, available at a fixed monthly cost. Administrators can manage copilot licences in the Licensing Module under the Add-ons Tab.

Assigning Licences

To allocate licences:

1. Navigate to the User Rights section.

2. Locate the Daktela Copilot dropdown menu and choose an option:

   • None: No functions enabled; licence not consumed.

   • Summary: Only summarization enabled; licence consumed.

   • Compose Features: All features except summarization enabled; licence consumed.

   • Summary and Compose Features: Full functionality enabled; licence consumed.

Tip: To allocate licenses selectively, create separate user rights groups. For example, clone existing rights, enable Copilot, and assign specific agents to the new rights group.