One long-awaited feature plus some small improvements this month…

Image Reading (Intercom and Zendesk)

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.

Available now for Intercom and Zendesk integrations, coming soon for other helpdesks.

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Read more on Image reading here.

Historic Ticket Training free for all

We've had such great demand for our historic ticket train feature that we have decided to make it available to all users.

If you are a new user you'll have the option to turn it on at onboarding, if you are an existing user feel free to message us and we'll enable it for you.

As a reminder, all you need to do is connect your helpdesk, and we'll train on 5,000+ of your historic tickets.

We'll then provide you with a set of help center articles to use in your AI agent or publish to your help center.

Learn more about historic ticket training here.

Escalation guidance and Task usage

Ever wondered whether your tasks or escalation guidance are being used and how often?

Or how many of your escalations are a result of your guidance?

Well, wonder no more!

We've just released escalation and task usage.

You can see it by going to Improve > Guidance > Handover, and Escalation, or by going and taking a look at your Tasks.

You'll be able to see what percentage of your escalations come from your escalation guidance overall and by individual types of guidance in the last 30 days.

This will allow you to improve the specificity of your guidance and ensure that you can get it really dialled in.

Go and take a look at yours today.

Self-learning performance

We have been monitoring the impact of self-learning since its launch and in accounts where it is enabled we have seen:

  • A 40-60% drop in questions that couldn't previous be answered from help center articles
  • 5% increase in AI resolution rate.

Obviously, the biggest benefits will be achieved immediately, with smaller benefits over time, but this is one of the biggest improvements you can make for no effort!

HubSpot Updates

We’ve shown the HubSpot helpdesk integration a bit of love recently with a few improvements:

  1. Email only draft replies: You can now have separate reply modes for chat and email, so you can use direct replies for chat and note replies for email.
  2. Auto-close timers: You can set an auto-close timer on a ticket, so if there is no activity it will automatically close.
  3. Auto-assign: The AI agent will now assign tickets to itself automatically until a ticket is escalated, where it will unassign itself, this makes it easier to manage escalated tickets.

You can read more on how to set these all up here.