How to Use Blip Copilot

1. Blip Copilot Features

2. Step-by-Step to Enable Agent Permissions

3. Technical Configuration of Blip Copilot

4. Knowledge Base

5. Welcome Message Configuration

6. Advanced Settings (AI Temperature)

7. Blip Copilot Reports

8. Tips and Troubleshooting (FAQ)

Blip Copilot is a generative artificial intelligence assistant based on language models (LLMs) designed to assist agents in customer service or sales operations within Blip Desk. It provides valuable context about the consumer and generates complete and accurate responses based on the conversation history and specific details.

Before You Start

• Access Permission: The user activating Blip must have an Administrator profile for the contract.

• Plan Eligibility:

  • MVO Plans (New Plans): Blip Copilot is automatically included and eligible for activation without additional charges per session volume.

  • Legacy Plans (e.g., Enterprise): Do not have native Blip Copilot. Activation must be done through a Plan Exception with the account’s CSM for the purchase of individual sessions.

  • Trial Plan: Does not include or support Blip Copilot.

     

Blip Copilot Features

1. Smart Summaries

Provides quick context about the consumer for the agent. To generate this context, the generative AI analyzes the consumer's conversation history with the intelligent contact (including the pre-transfer and human service stages) and delivers a summary as soon as the agent opens the ticket.

The displayed summary includes the following information:

• Data provided by the client to the bot or in previous conversations;

• Reason for the current contact;

• Number of tickets from this consumer in the last 30 days;

• Sentiment of the conversation.

Note: The summary is automatically generated for every ticket opened by an agent who has the feature enabled. A final summary is also generated when closing the ticket, showing the consolidated last service and the final sentiment of the conversation.

2. Voice Transcription (Speech to Text)

Allows agents in Blip Desk to transcribe audio messages directly in the ticket, with no prior configuration required.

• How It Works: Upon subscribing to and activating Blip Copilot, the feature is ready to use. When an agent receives an audio message in an open ticket, the Transcribe Audio button will be available.

• Required Action: Transcription is not automatic. The agent must click the Transcribe Audio button for the conversion to text to execute within a few seconds.

3. Response Suggestions

Supports the agent in responding to consumers in complex, new, or unfamiliar contexts. The AI analyzes the conversation context and the configured knowledge base content and provides two response options for the agent to choose from.

• On Demand: Suggestions are generated only when requested by the agent via the button available in Blip Desk.

• Editing: Before sending the message to the consumer, the agent can edit and personalize the generated text.

4. Improve Text

Enhances the agent’s writing in Blip Desk by correcting grammatical errors, ensuring tone consistency, and increasing the clarity and impact of communication.

Step-by-Step to Enable Agent Permissions

For the Smart Summaries and Response Suggestion features, managers or administrators can enable or disable access in the Portal without needing to contact Blip support:

1. Access the Blip Portal.

2. Select the contract where the chatbot is located.

3. Click the Blip Copilot menu.

4. Choose the chatbot you want to configure.

5. Access the Support menu.

6. Go to the side menu Agents.

7. Select the agents whose permissions you want to change.

8. In the upper right corner, click the icon represented by a person with a key.

9. In the permissions screen that appears, adjust the permissions for Response Suggestion and Smart Summaries.

10. Click the back icon next to the word Permissions to complete the update.

Technical Configuration of Blip Copilot

The Response Suggestion feature requires individual configuration per bot. Follow the steps below:

1. Access the Blip Portal.

2. Select the contract corresponding to the chatbot.

3. Choose the chatbot to be configured.

4. Access the Support menu and then the Blip Copilot menu.

5. Click the selector (switch) to enable Blip Copilot on the bot.

6. Fill out the form fields according to the technical specifications below:

7. After filling out the form, click the Save button.

Knowledge Base

The Knowledge Base feeds Blip Copilot with detailed information (products, services, prices, benefits, and technical specifications) to generate accurate responses in Blip Desk.

File Formatting and Structuring

The base can be uploaded in .pdf, .xls, .txt, or .tsv formats.

• Plain Text Model (.txt): The structure requires data to follow the pattern: CONTEXT NAME (in uppercase) | Texts representing that context on the same line.

• Spreadsheet Model (.xls or .tsv): Structured in two columns. The left column must contain the CONTEXT NAME (in uppercase) and the right column must contain the Texts representing that context on the same line.

• PDF Model: When uploading a .pdf file, the system’s AI will scan to identify relevant excerpts and autonomously create a content list. This option requires additional testing and term calibration to ensure full functionality.

• Use of Multiple Contexts: For topics with multiple products or sub-levels, use the following format: CONTEXT NAME (uppercase) | CONTEXT TAG (uppercase) | Texts representing that context on the same line.

Uploading and Maintaining the Base

1. Access the Knowledge Base section in the panel.

2. Click the file selection button and choose the configured .xls, .txt, .tsv, or .pdf file.

3. Click the Upload button.

Important: To update, add, or remove any information from the knowledge base, you must make the change directly in the local file on your machine and upload it again. The new file will fully replace the previous base. All base content must be exclusively textual.

Welcome Message Configuration

Initial messages sent by the agent to the end consumer after transfer. By default, the system provides two pre-configured messages.

• Dynamic Variables: Insert ${NAME} and ${LASTNAME} in the text to automatically fill in the first and last name of the agent logged in at the time of sending.

• Recommendation: The recommended number is up to 3 initial messages.

• Behavior: Welcome messages are only suggested when the conversation in Blip Desk contains only messages sent by the client up to that point.

Step-by-Step to Adjust Welcome Messages:

1. Access the Initial Messages section.

2. To add, fill in the text field with the desired message and click Add Message.

3. To delete a message, click the trash icon next to the item.

4. Click the Save button to record the updates.

Advanced Settings (AI Temperature)

1. In the Blip Copilot panel, select the Advanced Settings tab.

2. Adjust the Temperature parameter:

   • Low values (close to 0.1): Generate more precise, predictable, and strictly faithful responses to the Knowledge Base data.

   • High values (close to 0.5): Make Copilot more likely to generate creative and flexible responses, with some leeway to slightly deviate from the strict scope.

3. The allowed range is between 0.1 and 0.5, with the default value set at 0.2.

Attention: Keep the default value of 0.2 and change the selector only if you have technical knowledge about the impact of the change on the quality of generated responses.

Blip Copilot Reports

To monitor performance and extract operational data:

1. Access the Copilot Reports menu.

2. View real-time indicators:

   • Adoption rate by agents;

   • Number of tickets assisted;

   • Comparison of Average Handling Time (AHT) with and without Copilot use;

   • Rate of editing suggested responses.

Report Export (.xlsx)

You can export a report containing the history of suggested and selected responses and activity summaries:

1. In the reports panel, set the time range filter (maximum limit of up to 60 days prior to the current date).

2. Click the Generate Metrics button.

3. A download of a file in .xlsx format will start automatically on your computer.

Tips and Troubleshooting (FAQ)

Best Practices for Filling Out

• Company Name: Enter strictly the company name, using initial capital letters.

• Support Demand(s): Write objective and direct terms.

• Additional Guidelines: Formulate short, concise, and direct instructions in imperative sentences. Limit the scope of answers by explicitly stating the accepted domains to avoid out-of-context responses.

First Access in Blip Desk

• When clicking the Copilot menu in Blip Desk for the first time, the system will automatically subscribe to AI services and create the standard score prompt (setting predefined response and handling times).

• A loading screen is expected to be displayed for a few moments during this initial routine.

Error Diagnosis

Deactivating a Bot via API

To deactivate Blip Copilot on a previously enabled bot:

1. Access the Overview tab of the bot in the Portal and generate the temporary key.

2. Execute the deletion command of the record via API (with the key blipcopilot_enable saved in the bot’s bucket) or use the internal automated application for batch execution.

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel, or ask your questions in our support channel 😃