The AI Reply block for Helpdesk is similar to the AI Reply block in Journeys, with the added functionality of assigning an agent as a fallback. This ensures that when the AI cannot provide a recommendation, an agent can review previous messages and offer the necessary assistance.
Steps to Configure AI Reply with Agent Assignment:
1. Open the Desired Journey:
Navigate to the journey where you want to configure the AI Reply and agent assignment.
2. Select and Configure BIK AI:
Click on the "BIK AI" option in the right-hand tab.
3. Configure the AI Blocks:
Add the classify block to the journey.
Set up product recommendations and AI Reply blocks for the selected topics in the classify block.
4. Set Up Fallback Nodes:
Ensure the fallback node is configured for both the product recommendations and AI Reply blocks.
5. Add Assign Ticket Block:
Include the assign ticket block with the necessary configurations:
Assign an agent.
Specify the team.
Add appropriate labels.
Connect this block as a fallback to both the AI Reply and product recommendation blocks.
Flow Summary:
This flow helps in assigning tickets to agents whenever the AI cannot provide the customer with a recommendation based on the data sources. Agents can then review the older messages and suggest the required information to the customer.
FAQs:
1) What happens if the AI block cannot recommend a solution?
If the AI block cannot recommend a solution, a fallback node is triggered.
This can include assigning the issue to an agent who can review previous messages and provide the necessary assistance.
2) How can agents review older messages?
When an issue is assigned to an agent via the assign ticket block, the agent can access the customer's previous messages and interaction history.
This allows them to provide informed and contextually relevant responses.
3) How does this configuration improve customer service?
This configuration ensures that customers receive timely and accurate responses, whether from the AI or a human agent.
It streamlines the support process, reduces response times, and enhances overall customer satisfaction.
For further assistance or to raise feature requests related to AI reply for Helpdesk, please contact [email protected].