How AI Assist Works Behind the Scenes
Understand how SDesk's AI features process your tickets to generate helpful responses.
The AI Process
When you click "Generate Draft" or use any AI feature, here's what happens:
- Context Gathering: SDesk collects the ticket conversation, including all messages and relevant customer context
- PII Removal: Personal information (names, emails, addresses, phone numbers) is stripped out and replaced with placeholders
- AI Processing: The anonymized content is sent to our AI provider (powered by advanced language models)
- Response Generation: AI generates a helpful response based on the context and your custom instructions
- PII Restoration: Personal information is re-inserted into the response
- Review: The draft appears in your reply box for you to review and edit
What Information AI Receives
The AI can see:
- The customer's messages (with PII removed)
- Your team's previous replies in the conversation
- Your custom instructions (brand voice, policies, etc.)
- General context about the ticket type
The AI does NOT receive:
- Customer names, emails, or addresses
- Order numbers or payment details
- Other tickets or customer history
- Your Shopify store data
AI Features Explained
Generate Draft
Creates a complete response based on the conversation. Best for:
- Answering customer questions
- Explaining policies
- Providing detailed instructions
Improve Text
Takes your written text and improves it. The AI:
- Fixes grammar and spelling
- Improves clarity and flow
- Adjusts tone to match your brand
- Keeps your original intent
Summarize
Creates a brief summary of long conversations. Helpful when:
- Tickets have many back-and-forth messages
- You need to quickly understand the issue
- Handing off a ticket to a teammate
Quick Replies
Suggests short, one-click responses for common scenarios:
- "Thanks for your patience"
- "I'll look into this for you"
- "Is there anything else I can help with?"
Privacy Safeguards
- No data storage: AI provider doesn't store your conversations
- Encrypted transmission: All data is encrypted in transit
- Audit logging: All AI usage is logged (without PII) for accountability
- Consent tracking: Your team's consent to use AI is recorded
When AI Might Not Help
AI works best for standard support scenarios. Consider manual responses when:
- Customer is upset and needs empathy
- Situation requires human judgment
- You need to reference specific order details
- The issue is highly technical or unusual
Getting Better Results
- Set up detailed custom instructions
- Include your policies in the instructions
- Always review and personalize AI drafts
- Regenerate if the first draft doesn't fit