AI chat log questions

[robyn-bautista]

Background

Our team has been using a revised version of the AI chat log as we are still on the deprecated version of paste. I would like to 1. Ensure we are aligned in terms of patterns 2. Share some of the features we are planning for the future to see if others might find value as potential paste contributions

Feedback

Questions for Paste

• How to make it more clear that by sending a new query, the previous query will be cancelled - is there any consideration for this kind of pattern?
• Any questions/concerns on it being clear what is going to be copied from a response?
• Input field recommendations
• Visual treatment for agent responses, left/right button alignment
• Considering length of suggested queries
• Any content recommendations around “Copilot is gathering information” etc. also personified vs non personified AI

Future considerations

• Detailed sources

Stage of design

Exploration / high fidelity. Room for changes later since it's a pilot

Research

KM research readout

Relevant links

https://www.figma.com/design/SmhOUYnjnMjp7unDT5WTzE/2024-Q3-Knowledge-Assist?node-id=488-39912&t=XSv8IaR6ho8KrO3f-1

Are you looking for visual design support?

• Yes

Additional Information

No response

[TwilioPasteBot]

Disclaimer: This is a very experimental bot using OpenAI's GPT-4. The answers may not be correct, a human will review the answer and update it if necessary.

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Sorry, I don't know how to help with that.

I did do a search though, and I managed to find these other Discussions that might be similar or related to your question. Give them a read to see if they answer your question. If they do, head back here and update this discussion and mark it as answered, pointing others to the related discussion:

• Messaging Insights <> Paste (updated: 06/06/2023, similarity score: 88%)
• Input field (updated: 05/10/2023, similarity score: 88%)
• Announcement pattern (updated: 04/17/2023, similarity score: 87%)

[serifluous]

Hey @robyn-bautista !

How to make it more clear that by sending a new query, the previous query will be cancelled - is there any consideration for this kind of pattern?

What you have here seems reasonable: https://www.figma.com/design/SmhOUYnjnMjp7unDT5WTzE/2024-Q3-Knowledge-Assist?node-id=639-263283&t=KUMUkqanPs0w6Has-4 The only suggestion I would make would be to put "Request cancelled" in the message body since it's more related to the message than the participant metadata, similar to your "No results returned / no match found" state.

Something else you could try is showing the cancellation styled like the Chat Event in the Chat Log: https://paste.twilio.design/components/chat-log#chat-event Let us know if you all find this implementation more successful with customers since we decided to leave it out of the first release of the AI Chat Log.

Any questions/concerns on it being clear what is going to be copied from a response?

This is going to have to be more informed by research on your customer + the feature. Eileen @tonge495 was working through a similar question for Help Center, and their team was going to monitor feedback on this, so it'd be good for y'all to connect and share insights.

Any content recommendations around “Copilot is gathering information” etc. also personified vs non personified AI

Also going to be research-based, since this is pretty new for us too, and we're looking to feature teams a lot right now for insights. My personal take, based on the Twilio voice and tone guidelines, is that we could lean a little more personified than not, emphasizing our Conversational and Quirky principles. But I'd lean on Aren's guidance here more.

Looking forward to chatting about the rest in office hours!

[robyn-bautista]

thank you Sarah! to keep track, in our session I will bring up

• How to make it more clear that by sending a new query, the previous query will be cancelled - is there any consideration for this kind of pattern?
• Any other sources treatment (icon etc)
• Visual treatment for agent responses
• Considering length of suggested queries

Future considerations

• Detailed sources
• Brainstorm future iconography

[krisantrobus]

Hey @robyn-bautista - just wanted to share the office hours recording with you in case you'd like to revisit any of our conversations. Here's the video. Thanks again for coming to office hours!

[robyn-bautista]

thank you!