Last year, 2023, support teams all over looked at AI and wondered how it’s going to affect their workflows. We believe that 2024 is going to be the year where support teams embrace AI and actually start baking it into their workflows for better productivity.
Support teams love Gorgias because of the way it integrates with Shopify and we love it too! We know it’s extremely important that we enable our customers, using Gorgias, to leverage AI in resolving tickets.
Learn about our new AI features that work with Gorgias
Leveraging your Knowledge Base
We’ve known for a bit that the trick to coming up with good and spot-on answers is having a clean, sturdy, and well-documented knowledge base. That’s one of our core focus areas at Macha, figuring out how to break down data, fetch relevant data and structure relevant data for accurate answers.
We use the following to create a super robust Knowledge Base –
- Shopify products, enriched with your metafields
- Shopify collections
- Help centre articles
- Previously solved Gorgias tickets
- Gorgias Macros
- Proprietary AI workflows
Macha’s AI Features on Gorgias
Our beta Gorgias features will allow your agents to leverage Macha AI to resolve tickets at a rate much faster than before.
Suggest Replies with AI
There are two ways of doing this – you could give the AI a simple instruction to draft an email for you or have the AI generate a response based on the knowledge base.
1. AI Generated Reply
This is one of the quickest ways of generating an amazing answer. Just click the “⚡ Ask AI to draft” button and watch the magic happen. The AI will check the entire ticket, go into its knowledge base, and locate the necessary policy or product information. It will then craft a flawlessly written email containing pertinent product details and links. We’re confident that this will significantly assist support teams in providing precisely written responses to tickets that would otherwise take minutes, all within a matter of seconds!
2. Instruct the AI to Answer
Simply provide Macha with your instruction, be it concise or detailed, and let it handle the rest. Feel free to specify if you’d like an alternative version of the response. It’s as straightforward as that!
Auto Resolve with AI
In addition to having support teams utilize AI for drafting responses, the AI also operates autonomously to resolve tickets that require no human intervention. Let’s explore the following features.
1. Auto Resolve “Thank You” tickets
Frequently, after support teams resolve tickets, customers may respond with a simple thank-you email. Despite its trivial nature, it registers as a ticket requiring resolution by support and necessitates a welcome message.
In this scenario, the AI distinguishes between the following:
- Tickets where the customer queries have been addressed, and the customer responds with a thank-you.
- Tickets where the customer expresses gratitude, but their issue remains unresolved.
The AI selectively targets tickets where customer queries have been resolved, automatically resolving them and sending a thank-you message on behalf of the support team.
2. Deflect Spam
We all dislike those annoying promotional and spam emails. Fortunately, deflecting them only takes a few seconds, and you can easily put it on autopilot using AI. It’s that simple—let Macha automatically block any incoming spam mail for your team!
What does this mean for support teams?
This assists support teams in moving forward, allowing them to concentrate on more intricate tasks and even incorporate a touch of customer delight. It propels brands and support teams one step closer to the future of customer support, led by AI.
Our customers on Zendesk have been enjoying this feature for the last month or so, and we’re super excited to bring this to Gorgias!