In February, WorkStep released AI Replies; a feature designed to give the leaders the in-platform coaching they need to take better action.
WorkStep automatically generates an AI Reply response for every single-reply comment. AI replies are optimized for empathy, specificity and brevity and are designed to help facilitate more productive feedback resolution. Replies also incorporate the user's unique voice and company-specific templates.
The use of AI Replies is not visible to employees, and replies are never automatically sent. The WorkStep user retains complete control over what and when they send any reply to employee feedback.
How to use AI Replies
- Navigate to the Comments tab within the Communication page
- Select any comment that has not already been replied to; all common types are eligible for AI Replies (all alert categories, positive and neutral comments)
- Select ‘Reply’ text field
- An AI Reply will automatically populate
- Review, edit and send the comment reply
AI Model
WorkStep leverages OpenAI’s 4o mini. The replies are generated with the following best practice:
- Specificity: reference specific details the employee shared in their feedback
- Empathy and sympathy: express empathy for the feelings the employee shared in their feedback
- Context: encourage the employee to provide additional details on their feedback
- Brevity: be concise and clear in response
The AI also considers any company specific templates, as well as the user’s previous replies so that the voice feels both unique to the user and consistent with the organization.
The AI has also been trained to:
- Not say, suggest or imply that any specific action has been or will be taken as a result of the feedback shared
- Not confirm any allegations the employee may be making related to harassment, discrimination or racism
OpenAI does not receive any context that the user would not have otherwise,
Pausing AI Replies
Users have the option to pause the AI Reply functionality for 30 minutes at a time. Users can unpause at any time, otherwise AI Replies will automatically resume after 30 minutes.
Users manage from above the reply field on any individual comment, and will apply to all comments for that user.
Access to AI Replies
Access to AI Replies are based on company settings, and the individual user’s access. For any questions about enabling the feature for your organization, or managing user-level permissions, please contact Support or your Account Team.