Echo Agent Intelligence

You all seem to be loving using Echo (and if you haven’t tried it yet, try clicking “Ask Echo” in your account).

So we’ve boosted its Intelligence so it can help you even more!

Here’s a quick reminder of what Echo can already do (and expect more coming in the next few weeks…)

Sales Agent + Inventory Check in Shopify

We’ve made your Shopify AI agent even more capable now, you’ll now notice a new Task in your “Tasks and Tools”.

It’ll do 2 things:

  1. Your AI agent can now better help users to find products in your Shopify store, asking clarifying questions and guiding them to the best product for them
  2. Understand your live inventory stock and all possible variants of a product

A customer can come in with a vague question looking for recommendations or share a specific product name/URL to get an instant stock update.

Enjoy and let us know what other tasks you want to see your AI agent performing.

Image Reading (Gorgias)

Hot on the heels of image reading in Zendesk, Intercom and Freshdesk, we are now releasing image reading in Gorgias too.

Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything.

AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails.

It will process the image, and use it as context when answering the user or customer's question

You only pay $0.02 per reply where image reading is used.

Play video

Coming soon for other helpdesks.

Read more on Image reading here.

Take Control + Tagged Note Replies (Freshdesk)

A small one for the Freshdesk users out there today.

You can now jump in on any Freshdesk ticket to stop the AI agent replying.

And as a 2-for-1, we have also updated the functionality for Freshdesk Tagging so now in addition to choosing Direct or Blocked replies, you can also choose Note replies for any tickets.

SMS Replies (Gorgias)

In addition to Chat, Email, Form, and Social Media replies, you can now set your AI agent to reply to SMS messages in Gorgias!

Just select the SMS channel dropdown when configuring your agent in Channels.

See June’s changelog.