# Getting started OneTone.ai is an AI-powered platform that gives customer supports valuable insights, allowing them to make informed decisions and deliver top-notch customer service. {% hint style="success" %} Are you a manager and would you like to have a comprehensive understanding of the communication between your customers and your company? [Participate in the BETA program.](/core-features-in-a-nutshell/communication-monitoring) {% endhint %} ## Welcome to OneTone.ai! 👋 OneTone.ai is designed for customer support agents and managers. OneTone.ai is a customer support platform that enables support teams to communicate more effectively with their customers. Utilizing advanced AI technologies, it provides meaningful tools and actionable insights to help improve customer service. ### Request a personalised demo with OneTone.ai {% content-ref url="/pages/EuHLG8sR7K0cAyxSOau5" %} [Request a personalised demo](/request-a-personalised-demo) {% endcontent-ref %} ### Quick start #### For independent support agents 1. Install OneTone.ai browser extension on [this link](https://chrome.google.com/webstore/detail/onetoneai-typing-assistan/fhnbopfepoaobogkdinpckpfhjpicjgg). 2. Write faster and more accurate 1. with [text templates](/core-features-in-a-nutshell/google-chrome-extension/text-templates). 2. with [sentence autocomplete functionality](/core-features-in-a-nutshell/google-chrome-extension/sentence-autocomplete). #### For customer focused teams Get exclusive access to the latest features and updates of the onetone.ai communication monitoring app. [**BOOK A DEMO**](/request-a-personalised-demo) # Core features in a nutshell OneTone.ai offers a range of core features to help you manage your business communication more effectively. ### OneTone.ai Google Chrome extension OneTone.ai's browser extension helps customer support agents to enhance their conversations with customers. Learn more about [OneTone.ai browser extension](/core-features-in-a-nutshell/google-chrome-extension). ### OneTone.ai monitoring app The OneTone.ai communication monitoring app provides managers with valuable insights into customer communication, including missed opportunities, mistakes, and common customer needs. Learn more about OneTone.ai [admin app](/core-features-in-a-nutshell/communication-monitoring). # Google Chrome Extension OneTone.ai's browser extension helps customer support agents to enhance their conversations with customers.

{% hint style="info" %} The browser extension can be easily **installed** **via this** [**link**](https://chrome.google.com/webstore/detail/onetoneai-typing-assistan/fhnbopfepoaobogkdinpckpfhjpicjgg)**.** {% endhint %} The browser extension enables agents to communicate with customers more quickly and accurately. *Learn more about* [*text templates*](/core-features-in-a-nutshell/google-chrome-extension/text-templates) *or sentence* [*autocomplete functionality*](/core-features-in-a-nutshell/google-chrome-extension/sentence-autocomplete)*.* {% hint style="info" %} Make sure that you have enabled the extension. Find out how to [enable the extension](https://docs.onetone.ai/core-features-in-a-nutshell/pages/beaCjB2P3TyTls4uvhEb#how-to-enable-onetone.ai-browser-extension). {% endhint %} Managers can benefit from the actionable insights provided by the browser extension. Thanks to using the browser extension, the company will have full visibility into the quality of its communication. *Learn more about* [*OneTone.ai web app*](/core-features-in-a-nutshell/communication-monitoring)*.* After installing the browser extension it will work in the well known helpdesk platforms such as Zendesk, Daktela or Intercom. It also works in Gmail or Linkedin by default. *Learn more about* [*activating the browser extension*](/core-features-in-a-nutshell/google-chrome-extension/activate-the-extension)*.* # Sentence Autocomplete OneTone.ai predicts what you need to type next and puts those sentences and phrases right at your fingertips.

To begin using sentence autocomplete, make sure that you have enabled the extension. Find out how to [enable the extension](https://docs.onetone.ai/core-features-in-a-nutshell/google-chrome-extension/pages/beaCjB2P3TyTls4uvhEb#how-to-enable-onetone.ai-browser-extension). Sentence Autocomplete is designed to recognize your writing style and provide suggested phrases that you commonly use. {% hint style="info" %} **The more you type, the more it helps.** {% endhint %} ### **Autocomplete default sentence** You can benefit from the sentence autocomplete immediately after your install it. Autocomplete may provide generic sentences such as salutations or greetings. #### Examples ### **Autocomplete personalisation** More you type, more it helps. The autocomplete feature acts as a personal assistant, learning your typing style and commonly used phrases. The next time you type, it will attempt to suggest the exact or a similar phrase. #### Examples # Text Templates OneTone.ai provides a convenient way to store and manage your text templates. With OneTone.ai, you can easily create templates for your most frequently used messages, making it easier to quickly send out the same message to multiple people.

### How to open text templates popup? 1. Make sure to have OneTone.ai browser extension enabled for your page. [Learn more about activating the browser extension.](/core-features-in-a-nutshell/google-chrome-extension/activate-the-extension) 2. Click to a text area. 3. You will see a blue dot situated in the right upper corner of the text area. 4. Click the blue dot and open the browser extension. ### How to create a new template? 1. Open popup 2. Click plus icon in the main menu. 3. Define your template and click save. ### How to use a template? 1. Open popup 2. Search for a template 3. Click or insert or paste to the clipboard. # Activate the extension To activate OneTone.ai browser extension on your preferred page, simply select the option from the popup menu located on the brand icon in the bottom left corner. ### Activate the extension via the popup menu 1. Click on OneTone.ai icon in the extensions category of you browser. 2. Enable extension with the toggle button.

### Active the extension via OneTone.ai flag 1. In the lower left corner of your browser window you will see the OneTone.ai brand icon. 2. Click on the OneTone.ai brand icon an select

# Communication Monitoring Let AI monitor 100% of the customer support interactions

### Book a Demo & Explore OneTone.ai Monitoring Book a demo today to test our latest update to OneTone.ai Monitoring, which uses AI to provide you with more information and context regarding communication between customers and support agents. #### 1/ Schedule a demo call We will demonstrate how the monitoring system works, help you define which aspects of control are important to you, and answer any questions you may have. #### 2/ Let the AI do the job Our service offers complete control over all customer support communication, ensuring that every aspect is monitored and managed effectively #### 3/ Get insights for each agent & improve your KPIs The OneTone.ai Monitoring provides real-time dashboards specifically designed for individual agents, along with insightful metrics and charts to help you track their performance. [**BOOK A DEMO**](/request-a-personalised-demo) # Events # Spellchecker Spellchecker finds misspelled words in the given text. It discovers typos, lack of diacritics and informally written words. It is not able to discover grammatical rules nor any context dependent errors. Apart from the spellcheck, we also suggest an alternative word with the highest probability of being the correct version of the misspelled word. # Stopwords Stopwords are words, subwords, or puncuation in the text, that is not recommended to use in any context. Agents should avoid using the stopwords, as it could be informal, grammatically incorect, or simply insulting to the customer. Each stopwords falls into one of the categories: * **inappropriate** - speech that is correct, but should not be used when talking to customers (“…”) * **typos** - words that include some typo (“email“ instead of “e-mail”) * **vulgarism** - vulgar expressions (“kurva“) * **acronyms** - initials; the longer version is usually more formal (“FB” instead of “Facebook”) * **abbreviations** - short variants of words, people type it due to laziness (“č.” instead of “číslo”) * **fillers** - unnecessary words that bear no meaning (“vlastně”) * **neologisms** - newely developed words or adopted from a different language (“link“ in czech)
# Missing Greeting Detecting a personal greeting in emails discovers whether an agent mentions a name at the beggining of an email to greet the customer. Note that it does not check whether the name is correct. ❌ The salutation is independent from the greeting. For example, a correct salutation without a name still misses the greeting: ``` Dear Sir/Madam, thank you… ``` ✅ On the other hand, pure name without a salutation contains a proper personal greeting: ``` Tom, thank you… ``` # Repetition Two or more words/characters that are consequtive and clearly are typed by mistake. They are usually typos due to an inattention. Note that the lower/upper case is ignored. There are three categories based on what is repeated: * **alphabetic** - repeated character (“Hellllllllllo“) * **nonalpha** - repeated punctuation (“Hello ??“) * **word** - repeated full word (“Hello hello“) # Blank Entities Placeholders or wildcards that are commonly part of a template or just temporarily pasted to be rewritten in the future. They are ok in the email concept but an agent should never forget to replace such blank expressions with a value before sending the email. For now, the only recognized blank entity is the generated wildcard by Onetone (\_\_NAME\_\_, etc.). # Long Sentences Sentences in the email communication that are too long and exceed the maximum limit on words. Such sentences are hard to read and should not appear in the communication. The current word limit is 25. # Fact check Development in progress OneTone tries to determine whether an answer related to a question meets factual criteria. # Not handling all requests Development in progress OneTone tries to control whether all customer's support requests are resolved. # Transferring responsibility Development in progress OneTone aims to determine whether a customer support agent is transferring responsibility to the customer. # GDPR check Development in progress # Request a personalised demo On this call, we will go over your particular situation and explore the ways OneTone.ai can be of assistance. {% embed url="" %}