About AI Workmate

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Intro: AI Workmate in Gnatta

In this article, we’ll explore what AI Workmate is, how it fits into your contact centre, and some practical examples of how you can use it to transform your customer handling.

What is AI Workmate?

AI Workmate is an Add-On upgrade to your Gnatta subscription, providing a new suite of AI actions inside the Workflow Builder. It’s designed to work alongside AI Ask — but while AI Ask is agent-driven (i.e., the agent clicks to ask for help), AI Workmate is automation-driven.

With AI Workmate, you can:

• Carry out AI-powered actions automatically before an agent even picks up the interaction.

• Insert AI-generated content — like replies, summaries, translations or extra data — directly into the interaction, without needing any agent clicks.

• Build smarter, faster, and more personalised flows using the AI Workmate actions inside your workflows.

In summary - if AI Ask is about supporting agents on-demand, AI Workmate is about setting them up to win before they even start.

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AI Workmate unlocks a category of new actions in the flow builder!

Why AI Workmate Matters

• Faster handling: Agents get key information before they even read the customer's message.

• Smarter routing: Interactions go to the right team based on real AI analysis — not guesswork.

• Better personalisation: AI-generated replies sound exactly how you want, thanks to Personas.

• Increased efficiency: Automate boring, repetitive pre-handling tasks — freeing agents to focus on real solutions.

About Personas

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One of the most powerful features of AI Workmate is the ability to build custom Personas.

A Persona is a set of instructions that tells the AI how it should behave whenever it generates a suggestion using the Suggest Response action.

You can configure:

• Voice – Define the tone, language, and style you want. (Formal? Friendly? Fun?)

• Purpose – Tell the AI who it represents and what its 'job role' is for different types of queries.

• Security – Set permissions for conversation history, internet access, and whether the AI should reveal itself to the customer.

• Audience – Define who the AI is speaking to — fashion shoppers, gamers, parents, business customers, etc.

By mapping different Personas to different flows, you can create highly personalised, brand-accurate responses — even before the agent writes a word.

Example:
For Returns queries, you could have a Persona called "Returns Assistant" who is empathetic and apologetic. For Technical Support, you could have a "Tech Support Agent" Persona who's detailed, reassuring, and solution-focused.

Action types

With AI Workmate, you can add powerful new actions to your flows, including:

• Extract Intent — Understand the reason for a customer's message.

• Extract Sub-Topic — Identify the specific issue under the main intent.

• Detect Language — Identify the language of an incoming message.

• Translate — Translate text automatically between languages.

• Detect Sentiment — Detect customer mood (Positive, Neutral, Negative, Mixed) — including custom emotional labels like "Frustrated" or "Urgent."

• Suggest Response — Auto-generate a draft reply for the agent (using Personas for personalisation).

• Summarise — Create a short summary of the conversation so far.

• Entity Recognition — Identify and extract entities like locations, organisations, products, URLs, and more.

• Spam Detector — Detect and filter out spam messages (especially powerful on long-form channels like Email).

• Frequency Detector — Spot chatbot loops or stuck conversations and rescue them automatically.

• AI Extractor — Pull specific pieces of text from messages (like order numbers, email addresses, etc.)

Build Guides: AI Workmate Flows

AI Workmate isn’t just about powerful actions — it’s about building flows that make a real difference in your contact centre. We’re building a library of step-by-step Build Guides to help you set up common real-world automations, with no coding skills required.

Getting Started

Ready to power up your workflows with AI Workmate? Contact your Service Delivery Manager, or raise a ticket here to add AI Workmate to your domain.