The AI Agent on Chat is now in Open Beta for Automate subscribers, allowing customization for how it interacts with customers during handovers to live agents. Users can set instructions for both online and offline scenarios, ensuring effective communication when the AI needs to transfer a chat. Handover situations occur when the AI is uncertain, encounters specific topics, or detects customer frustration. You can also collect email addresses for follow-up when chat is offline or during errors. Team members can find all handover tickets in a dedicated section, and automated rules can help assign these tickets to available agents. Join the beta and enhance your customer service experience.
Beta Feature Alert: AI Agent on Chat
Exciting news for customers subscribed to Automate! The AI Agent on Chat is now available in Open Beta. This innovative tool is designed to enhance customer interactions by offering automated support during chat conversations. While using it, you may notice ongoing updates as the team improves its functionality based on user feedback.
Customizing Your AI Interactions
When you enable the AI Agent on Chat, you have the opportunity to tailor how it delivers messages during handovers to live agents. This includes setting specific instructions for both online and offline scenarios to ensure a seamless customer experience. Here’s how you can customize the handover process:
Requirements:
– An active Automate subscription.
– Lead or Admin permissions.
What Triggers a Handover?
The AI Agent will automatically pass a chat conversation to your human agents under specific conditions, such as:
– When it lacks confidence in its response.
– If a relevant handover topic is identified.
– When it fails to find sufficient knowledge to address the shopper’s query.
– If it detects frustration or anger from the shopper.
Customizing Handover Instructions
You can personalize how the AI communicates with customers during handovers:
1. Access the AI Agent section from the main menu.
2. Choose your store and click on Settings.
3. Go to the Channels tab.
4. Under Handover instructions, input prompts for each scenario.
For Offline Handover Instructions:
– If your chat is offline, the AI will request the shopper’s email for follow-up. You can specify how it should communicate this, for example, by reassuring them that their concern is a top priority.
For Online Handover Instructions:
– The AI can inform shoppers that they will be connected to a team member shortly, and you can choose to capture their email for follow-up or provide estimated wait times.
What Happens During Errors?
If there’s an error during a handover, the AI will alert the shopper. You can customize this error message to set expectations clearly, while also offering an email capture option to ensure follow-up.
Assigning Handover Tickets
Each time the AI hands over a conversation, the ticket will appear in the Handover section of the AI Agent ticket view. You can also set up automatic ticket assignments to available agents to streamline response times.
In conclusion, the AI Agent on Chat is set to revolutionize your customer service experience. With customizable handover instructions, this feature allows businesses to maintain high service levels while leveraging the efficiency of AI. Start using it today to enhance your customer engagements!
Tags: AI Agent, Chat, Customer Service, Automation, Handover Process
What does it mean to customize how AI Agent hands over chats to live agents?
Customizing how the AI Agent hands over chats means you can control how and when the AI transfers a conversation to a human agent. This helps make sure that customers get the right help at the right time.
Why is it important to customize the chat handover process?
It’s important because a well-timed handover can improve customer satisfaction. By customizing the process, you can ensure issues are handled smoothly and that customers feel valued.
What options do I have to customize the chat handover?
You can set rules for when the AI should pass the chat to a live agent. This might include certain keywords, customer frustration signals, or when the conversation exceeds a specific time limit.
Can I track the performance of the chat handover?
Yes, you can track how well the handover process is working. This includes the number of chats passed to live agents and customer feedback after the chat, helping you improve the system over time.
How can I start using this customization feature?
To start using this feature, go to your settings in the chat management system. You’ll find options to set up and adjust the handover rules to best fit your needs.