At Macha, we’ve been focusing on solving customer support by helping teams with ticket prevention and ticket resolutions. We know that most brands have already adopted a customer support tool like Zendesk or Gorgias for their agents and to manage tickets. Keeping that in mind, we’re releasing a new set of features allowing teams using Zendesk or Gorgias to use the power of AI to resolve their customer tickets!
Learn about our new AI features that work with Zendesk and Gorgias
Leveraging your Knowledge Base
We’ve known for a while that the only way to generate good and accurate answers is by have a clean, robust and well-document knowledge base. That’s how Macha has been able to produce some of the best AI responses for Shopify stores in the market.
To help with answers on your support tools, Macha uses the following to build its knowledge base
- Shopify products, enriched with your metafields
- Shopify collections
- Help centre articles
- Previously solved Zendesk tickets
- Zendesk Macros
- Proprietary AI workflows
Our AI knows which sources to pick and choose depending on the question and the type of tickets that come in. This allows Macha to give the most accurate answers for the problem at hand.
Macha’s AI Features on Zendesk
We’ve released our beta set of features on Zendesk, enabling support teams to resolve support tickets faster and more efficiently than ever! Let’s take a look at them.
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 where AI on Zendesk really shines. Just click the “Generate AI Answer” button and sit back. The AI will then look at the entire ticket, goto it’s knowledge base and find the relevant policy data or product data. It’ll then create a perfectly written email with relevant product data and links. We believe this will truly help support teams respond to tickets with accurately written responses which would otherwise take minutes, in just a few seconds!
2. Instruct the AI to Answer
Just enter a simple instruction around what you want the AI to base your response around and let Macha take care of the rest. You can get as brief or as detailed as you’d like. If you want another variation of the response, just ask the AI to give you another response. It’s that simple!
3. Replies based on Similar Tickets
Macha adds your previously solved tickets to the AI’s knowledge base. The AI finds similar tickets and gives support teams an option to use the information from those tickets to draft a reply. More often than not, your support teams have answered similar tickets, so teams can use those conversations to draft respones.
Auto Resolve with AI
Outside of having support teams use AI to draft responses, the AI also runs on auto to solve tickets which doesn’t need any human intervention. Let’s look at the following features.
1. Auto Resolve “Thank You” tickets
Quite often, after support teams resolve tickets, customers might respond with a cursory thank you email. As menial as it is, it turns up as a ticket that has to be solved by support and mandates a welcome message.
In this case, the AI makes a differentiation between the following –
- Tickets where the customer queries have been resolved, and the customer just replies with Thank You.
- Tickets where the customer has said thanks, but their issue is still not resolved.
The AI picks only the ticket where the customer queries have been answered to auto-resolve and send out a thank you message to the customer on the support teams behalf.
2. Deflect Spam
Yes, we all hate that promotional and spam email. And yes, it takes a few seconds to deflect it, but just use AI to keep this on auto. It’s as simple as that. Macha will automatically block any incoming spam mail for your team 🙂
What does this mean for support teams?
This helps support teams move forward where they can start focusing on the more complex tasks and even start factoring in a little bit of customer delight. It also takes brands and support teams one step closer towards the future of customer support that’s spearheaded by AI.
We’re certainly excited for what’s to come and are thankful to be able to build in a space which changing for the better ever so rapidly. And the change is coming in a way where support teams don’t have to re-learn tools or break everything they did in the past. It’s truly a step towards working as an everyday co-pilot.