M42 Neo Writing Assistance User Manual
M42 Neo Writing Assistance User Manual
Introduction
Neo Writing Assistance helps support agents working with Matrix42 Pro Service Management communicate with end users more efficiently, with email as the ready-to-use configuration out of the box. It is a configurable feature that uses artificial intelligence to draft and improve text (Generative AI, powered by Large Language Models). Agents spend less effort crafting messages or documentation, which improves their work experience, reduces cognitive load, and makes them more efficient.
Prerequisites
Neo Writing Assistance needs the following:
- Access to a large language model (LLM), either from Matrix42 or one that you provide yourself (bring your own).
- An AI license or an active trial.
- Configuration by the administrator, so that it is available on the desired templates and for specific users. For setup steps, see the guide: Neo Writing Assistance Admin Manual
Using Neo Writing Assistance
Out of the box, Neo Writing Assistance is ready to use in the email editor of tickets, with three actions:
- Ask for more details (Generate in the Classic UI): Neo writes an email from the ticket data on the data card that the administrator has selected for the action, so the agent doesn't have to write anything, saving time massively.
- Improve spelling & grammar (Correct in the Classic UI): Neo proofreads user-written content to make sure there are no typing errors in the text.
- Enhance selection (Complete in the Classic UI): Neo builds comprehensive, professional texts from drafts created by agents.
The agent can select the language in which they want the content to be generated.
Email is the ready-to-use configuration. Administrators can configure Neo Writing Assistance for other text fields as well, which takes it to any text creation task, for example proofreading the resolution of a ticket. The actions and the fields where they are available are set by the administrator.
Let's look at the details of the out-of-the-box email use cases.
Write a first response with a single-click
Write emails from scratch with Ask for more details (Generate in the Classic 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, Neo 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 Neo
- 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 Neo should generate the message draft
- Click Ask for more details (Generate in the Classic UI)
- 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 Improve spelling & grammar (Correct in the Classic UI)
You can write a draft of your email and proofread it with Improve spelling & grammar (Correct in the Classic UI). Select the desired text, click Neo, and select “Improve spelling & grammar”. The context attributes, or email conversation, do not affect the returned text for Improve spelling & grammar. 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 Neo
- Choose the language in which Neo should generate proofread content
- Click Improve spelling & grammar (Correct in the Classic UI)
- Insert the corrected message to continue editing the email
- Send the email
Note
For supported languages with Neo Writing Assistance, see Supported languages below. When selecting content made in unsupported language, Neo might seem to translate the content but those translations are not necessarily accurate.
Formalize email content with Enhance selection
Formalize email content with Enhance selection (Complete in the Classic UI).
Like with Improve spelling & grammar, you must first select some content in the email editor, after which you can transform it into a full message. Neo turns a few notes or sentences into a full email with the help of contextual data users provide, in the language they choose. 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 Neo
- Select context attributes
- Choose the language in which Neo should generate the message draft
- Click Enhance selection (Complete in the Classic UI)
- 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
The administrator can also affect what type of responses are generated. The admin guide explains how the behavior of Neo can be adjusted. Neo produces a different response every time when there are a lot of variables in the context.
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