Smart Article Draft

As a support agent, you focus mainly on problem solving and communicating with customers. And while creating new content to use in future is very valuable, often you don't have the time to put aside to create that content.

Dixa's Smart Article Draft feature allows you to take a resolved conversation with a customer, and convert it into a fully fledged knowledge base article in a single click. All you need to do from there is check over the content, and publish it for your customers or colleagues to use when the same situation arises.

This saves you a great deal of time, but also means you can focus on the next customer conversation without getting distracted or feeling like creating an article is too much effort.

To create a smart article draft, from the Articles section in the conversation sidebar, look for the "Create auto draft with AI" button.

Once you click this button, we'll sprinkle some AI magic and create a full article for you.

From the modal that will appear, you will have the opportunity to then edit the article, or simply close the modal and move on, either editing the article later or having someone else on the team pick this up.

To find the article later, head to the Knowledge area and select "All Articles" in the top left. This is where all your drafts will be stored before you check them over and move them to the appropriate Collection and category.

NB This is only available to customers with the Co-pilot add-on.