How do canned responses help in agent assist?
Canned responses help agents reply faster and keep answers consistent with policy. In agent-assist tools, AI reads the conversation, suggests the most relevant canned response or drafts a personalized reply based on it, and the agent reviews and sends it, cutting handle time while keeping a human in control of tone and accuracy.
Before and after agent assist
Best practices
Keep the library small and current, track which suggestions agents edit heavily, and retire responses that lead to reopens.
