The AI Agent on Chat is currently in Open Beta for Automate subscribers, allowing you to customize how it interacts with shoppers during handovers to your live agents. You can set specific instructions for both online and offline scenarios. The AI Agent will automatically escalate issues when it can’t provide answers, detects frustration, or lacks confidence in its responses. You can also capture shoppers’ emails for follow-up when needed. This guide teaches you how to personalize these handover instructions for a better customer experience. Additionally, your team can manage and assign handover tickets efficiently. Join the Beta to enhance your customer support interactions today!
Gorgias Launches AI Agent on Chat: A Game Changer for Customer Support
Gorgias has recently introduced its exciting new feature, the AI Agent on Chat, which is currently in Open Beta. This feature is available to all customers who subscribe to Automate. During this Beta phase, users can expect continuous improvements as the Gorgias team refines the AI Agent based on customer feedback and usage patterns.
With the AI Agent, businesses can enhance their customer support experience by customizing how the AI interacts with shoppers. This includes creating specific instructions for handling chat inquiries, whether the agent is online or offline. These customizations help ensure a smoother transition when a handover to a live agent is necessary.
What Triggers a Handover?
The AI Agent is designed to automatically hand over chat tickets to human agents under certain conditions, such as:
- When the AI is unsure of the answer.
- If it encounters specific topics that require human intervention.
- When it cannot find relevant information to assist the shopper.
- If it detects frustration or anger from the shopper.
Customizing Handover Experiences
You have the power to tailor how the AI Agent communicates with customers during these handovers. Here are the main scenarios you can customize:
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Offline Handovers: If the chat is offline (outside business hours or when agents are unavailable), the AI Agent can collect the shopper’s email for follow-ups. Custom messages can reassure customers that someone will get in touch during business hours.
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Online Handovers: In an online scenario, the AI can inform shoppers that they are being connected to a live team member while also capturing their email and providing estimated wait times.
- Error Handling: If there’s an error during a handover, the AI Agent can communicate the issue and ask for the shopper’s email, so your team can follow up later.
Setting up these features is straightforward. Simply navigate to the AI Agent settings, select the appropriate scenarios, and input your customized messages. This way, you can maintain your brand’s voice and ensure a positive customer experience.
Keeping Track of Handover Tickets
Once a ticket is handed over by the AI Agent, your team can find it in the designated handover section of the AI Agent ticket view. For added efficiency, you can set up rules to automatically assign these tickets to available agents.
Conclusion
The AI Agent on Chat feature from Gorgias is a transformative tool for businesses aiming to improve their customer support. By customizing handover experiences and automating responses, companies can provide a better service that meets customer needs effectively.
Keywords: AI Agent on Chat, customer support automation, Gorgias Automate
What happens when the AI agent needs to transfer a chat to a live agent?
When the AI agent can’t help with a question, it will smoothly transfer the chat to a live agent. This ensures that you get the best assistance for your needs.
How can I set up the handover process for my AI agent?
You can customize how the AI agent hands over chats in your settings. You’ll find options to decide when and how the transfer should happen, making it easier for your users.
Can I choose which questions lead to a handover?
Yes! You can specify certain keywords or topics that will trigger a handover to a live agent. This helps ensure that your users get immediate assistance when they need it most.
Will the user know they are being transferred to a live agent?
Absolutely! Users will receive a notification when their chat is being handed over. This keeps them informed and ready for the next steps.
Can I monitor chats that are handed over to live agents?
Yes, you can monitor those chats. This feature allows you to track the handover process and ensure that the transition is smooth and that users are satisfied.