Using the AI Copilot in SAS Customer Intelligence 360
Introduction
SAS Customer Intelligence 360 (CI 360) comes with a huge range of features and functions. This is great news for marketing practitioners, but it can sometimes be difficult to know where to start when using the software!
To help make the process less daunting, especially for new starters, all installations of the software now come with the CI 360 Copilot. This is an AI application you can use to get answers to your questions while using the software. It also detects where you are in the application and tailors its response accordingly. This means you can get help exactly where and when you need it, without having to search through the entire documentation.
Accessing the Copilot
To use the Copilot, use the icon on the right-hand side to open it. This icon is visible on every page of CI 360. You will then see the following page:
Select any image to see a larger version.
Mobile users: To view the images, select the "Full" version at the bottom of the page.
From this starting point, we can then take the following actions:
- Enter a question or prompt in the free-text box; or
- Click one of the default prompts for the page you are currently viewing; or
- Click the toolbox icon to access a list of all default prompts and select the category that you are interested in from the drop-down box. For example, the screenshot below shows all the default prompts relating to Channels:
Best Practice
Suitable Wording
To ensure that the Copilot’s replies are as relevant as possible, try to use language consistent with what you see in the application. In cases where a word might apply to more than one area of the application, be as specific as you can be about what you are looking for.
For example, if you are looking for information about audiences for Google Ads, ensure that your prompt mentions Google Ads Audiences instead of just Audiences to limit the chance that the Copilot gives you information about CI 360 Audiences instead.
Similarly, some everyday words such as tasks or journeys have specific meanings in the context of CI 360. Avoid using these words unless your query is relating to the context that they are used in CI 360.
Refining Prompts
If your first prompt does not return the information that you need, you can follow up with additional context. The Copilot remembers the most recent questions that you asked in the current session and might use them to add additional context when it processes your prompt.
If you find that the conversation is leading you down the wrong path, you can reset the conversation using the back button.
Note: Prompts are remembered for the current session only but are not stored after a session ends.
Reducing Ambiguity
To increase the likelihood of useful results, eliminate ambiguity by being specific and including context that helps define what you are asking about. For example, depending on what you are looking for, the prompt “communicate with customers” might not be as relevant for you as “send a push notification to my customers”.
The first prompt might return a list of the different ways that you can use CI 360 to communicate with your customers. The second prompt might return the details for sending mobile push notifications to your customers.
Example: Email A/B Testing
A user is looking for information about comparing two email subject lines. They enter the prompt: How do I run an A/B test? The reply contains information about running A/B Tasks but does not mention email:
The user follows up with a new prompt that says, “What about email subject lines?”. The Copilot’s new response now contains steps for testing email subject lines:
We can see that Copilot remembers the previous question, and uses this to refine the results to give the users a suitable response.
Other Features
- Copilot returns results in a summarised plain-language format; however, in the “citations” section of the results, it also shares hyperlinks that take you to the exact Help Centre documentation used to generate the results.
- Copilot offers multilingual support. Users can provide prompts in their own language. In most cases, Copilot will return a response in the same language. However, in some instances it may respond in English if a translation cannot be completed.
How it Works
Under the covers, it uses Amazon Bedrock to help integrate the various solutions. It then calls the following AI products:
- Anthropic Claude to refine the user prompts and return results in simple, easy to understand language.
- Cohere Embed to translate the prompt into a searchable format.
- Cohere Rerank to filter and prioritize the results.
The initial corpus being used is the CI 360 documentation, however there are plans to expand this to additional resources such as the training material, blogs and communities FAQs. The Copilot feature is part of a wider move towards a more interactive and conversational AI-driven support model for CI 360.
How to Enable Copilot
As with all AI features in CI 360, Copilot is not enabled by default. To enable it, an administrator will need to go to General Settings > System Configuration > Generative AI:
Here, you will three options. One to disable all Gen AI features; One to enable all Gen AI features; and another to enable only Copilot. The last two options will enable Copilot.
IMPORTANT: Please read and agree to the terms found in the hyperlink provided. It is the user's responsibility to review any output generated with AI to ensure that the AI-generated content that you select is appropriate and accurate for its intended purpose.
Further Information
More information can be found on the CI 360 User Guide available here.
The Copilot feature will also be highlighted in a future update of the CI 360 learning subscription.
Find more articles from SAS Global Enablement and Learning here.
