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Suggested answers from AI

Whenever you receive a text message from a customer, our AI (Artificial Intelligence), listens in and checks if if it has one or more suggested answers to show you.

If it has, these suggested answers will appear at the bottom of the Conversation, allowing you to forward the answer to the customer with a single click.

Suggested answers are provided in all text based Conversations – including Website chat, SMS, Facebook Private Messaging and Twitter Direct messaging.

 

You have these options available when suggested answers are presented on screen:

  • Send the suggested answer to the customer.
    Simply click on the message to send it.
  • Edit the answer before sending.
    Copies the message to the edit window, allowing you to change it before sending.
    In the web app – hover with the mouse over the suggested answer, to see the edit option.
    In the mobile app – press hold the suggested answer to get the option menu.
  • Reject the suggested answer.
    If the suggestion is really bad, please let our AI engine know, so that it can improve.
    In the web app – hover with the mouse over the suggested answer, to see the Reject option.

    In the mobile app – press hold the suggested answer to get the option menu.
  • Ignore the suggested answer, and just type something else.
    This also tells the AI-engine that the suggestion wasn’t good enough.

If there are many suggested answers you can scroll sideways to see them all.

If you use a suggested answer, all other suggested answers related to the same message from the customer, will disappear.

If you type an answer yourself and send, all suggested answers will disappear.

 

How does the AI come up with the suggestions?

Our AI function consists of several specialized modules that each provide suggested answers based on different data and different strategies.

Some modules look at data downloaded from your web site, while others look at the chat history in your account.

This means that the suggestions are based on your company – and that the more you use it, the better suggestions you will get.