Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Here's what we added to My AskAI in August for you:
🧪 Test Your Agent
Our new Test feature takes a sample of your historic support tickets and previous questions asked (if you have integrated Zendesk or Intercom) and/or lets you add in your own test question set and shows you how your AI agent will respond to those questions, so you can see quickly how it will perform on day 1.
You can find Test in your Dashboard under Improve > Test.
🤖 GPT-5 for your AI Agent
Every day we have tests running on parts of our AI agent answering pipeline to see if we can improve your AI agent's answers.
Some of the big tests we have been running this month have been with OpenAI's new state-of-the-art GPT-5 model.
This has been quite a complex one to test as there are lots of different settings (reasoning v non-reasoning) to test, all of which come with trade-offs (e.g. accuracy v latency).
We have seen marginal improvements in some areas from implementation so far and will continue testing and optimizing to continue to improve your AI agent's performance.
📄 Notes for Blocked Replies (Zendesk)
Now, even if you are blocking AI replies in Zendesk Tickets using our Tagging blocking feature, you can still generate AI notes to assist your agents and ensure you know when you want to switch to direct replies.
To turn them on today, go to AI Agent Setup > Auto-Tagging, select the Custom Field or Tag that has the tag you are blocking, then find the tag and click to turn on AI Notes.
💭 Turn off "Just thinking"
We have now added a toggle for each channel under Channels > <your integration> where you can turn off the "Just thinking..." or "Just having a think..." message users see while the AI is formulating an answer so you can have more control over what your users see when using your AI agent.
💤 Delay AI Reply (Zendesk)
Already live in Intercom, and now live in Zendesk you can set a time delay on your first reply to a ticket to make it feel more ‘human’.
To turn it on, go to Channels > Zendesk > Zendesk Tickets > First email reply delay and specify the number of minutes you want the AI agent to wait before sending the reply.
When the time period is up, the response will then be sent.
💅 Polish improvements
Each month as requests come in and as we spot small things we make a list of "polish" items - little tweaks we want to improve about the product, these can be adding a link here or there or improving some copy.
We then spend one day per month working through as many as we can.
This month they included: making it easier to manage your subscription via Stripe, improving our language detection, adding some dynamic browser tab titles, improving the inspect search, and adding more tips in Guidance.
Hopefully you spot them, but feel free to suggest any more we might have missed!
👀 Coming soon
Some big new features coming next month including: the end of our SOC-2 audit, Tasks (a more detailed way to set actions and step by step instructions), productizing Actions (Tools) and more, watch this space and let us know if you want to beta test any of these new features!
