Efficient customer support is a must have for any business to grow and thrive in today’s day and age. Intercom, a popular customer support platform, now integrates with the eesel AI extension which streamlines response drafting.
You might be asking yourself “why should I even use AI for customer support?” Short answer is that AI can significantly improve customer support. It does this by providing quick, consistent, and accurate responses. It also reduces response times, leading to improved customer satisfaction scores (CSAT).
Why use eesel AI for drafting replies in Intercom?
First and foremost, what is eesel AI? At its core eesel AI is an AI tool, and like all AI tools, it learns from a knowledge base. What sets eesel AI apart is its ability to integrate with a wide range of tools and even learn from your best agent’s past interactions, allowing you to streamline your workflow without having to switch applications.
That means it can quickly draft replies to the same degree that your best agents would. The exception is that eesel AI has the ability to pull from multiple databases much faster than a live agent and works around the clock without any HR issues. All of these integrations equate to smaller workloads, faster response times, and a higher number of deflections (queries answered without human intervention).
Key features of customizing draft replies with eesel AI
- Quick response times: Since the drafts are stores and eesel AI can just pull them when a related query is asked, response time is cut down substantially.
- Dependable replies: As all replies eesel AI sends out is being pulled from a database of your creation, all customers will receive dependable, on brand replies.
- Higher deflection rates: eesel Ai will be pulling drafted replies instantly, meaning your agents are able to shift their focus to more pressing and complex matters.
- Bespoke tone: You’ll be able to draft custom prompts in order to match the guidelines in your brandbook. This means that the voice of the company will stay consistent throughout each and every draft eesel AI sends out.
Setting up eesel AI with Intercom
The set up for eesel is smooth and painless, just follow these steps:
- Download the eesel AI Chrome extension, if you haven’t already, sign up for a free 7 day trial or log into your account.
2. Train eesel AI with key knowledge sources. Add relevant data such as prior tickets from Intercom, Google Docs, or any internal source. This allows your AI to be trained on all necessary information, allowing for faster and higher quality drafts.
3. Customize your AI’s tone and prompts. From the dashboard, you can click on customize to begin prompting the bot to change its tone. It’s as easy as telling it how to sound, if applicable, you can just copy and paste your brand’s tone of voice rules directly from your brand book/guidelines.
4. Switch over to Intercom and open up the eesel AI extension. Click on the “Draft a response” button and ask the AI agent to adapt to your requests.
5. Test and adjust the AI agent’s responses accordingly. You’re able to use internal notes for quality assurance. Pre-written responses within Intercom allows your human agents to review, edit, and approve replies even before they’re sent out.
How to make the most of eesel AI
Consider the following:
- Regularly update the knowledge base: Keeping your databases up to date will keep your responses accurate.
- Set up specialized bots: By creating specialized bots for different categories of queries you can finely tune each one, which keeps bots operating faster.
- Clearly define escalation processes: While we want to get to the point where AI can answer everything, it’s not there yet, occasionally human agents will have to intervene. By creating escalation processes for these situations, customers can be redirected to an agent or recommend follow up actions, which in turn keeps customers happy and keeps support quality high.
Take your customer support to new heights
Integrating eesel AI with Intercom can significantly improve your customer support efficiency and satisfaction. The reduced response times and consistent quality make for a better overall customer experience.
If you haven’t already, check us out on our website, or if you’re ready to take it for a test drive, sign up to our 7 day free trial with no strings attached!
