Three new AI Journey features!
After weeks of hard work, we’re excited to announce three powerful new releases that open up exciting possibilities:
- Continue the conversation from HelpMate to Journeys after resolution or escalation
- New general setting: Auto-close inactive conversations
- New action: Generate AI Summary
Let’s break it down in more detail about the new use-cases possibilities in Journeys.
1\. Continue the conversation from HelpMate to Journeys after resolution or escalation
This update lets you decide how HelpMate should continue in Journeys after an escalation or resolution. Here’s why it’s game-changing:
- Move HelpMates more up to the firstline and do complex routing after escalation.
Show tailored AI messages based on business hours to manage better expectations during handovers from AI HelpMate to agents.
- Add labels for analytics to gain insights into when conversations are resolved or escalated.
- Gather essential details like name, email, and phone number through AI input collection before the actual handover occurs. This streamlines the process, saving time for both agents and customers while ensuring a smoother transition.
2\. Auto-close inactive conversations
When a chatter doesn’t respond to an AI action like AI input collection or AI routing, you can now automatically close the conversation after a set period. This keeps inboxes clean and eliminates the need to manually review and close inactive conversations.
How it works:
Configure the “Close ticket (&run)” setting in hours under General Journey Settings (Advanced tab).
This feature helps customers save time and focus on active inquiries.
3\. Generate AI Summary
A new action allows AI to summarize ongoing conversations and post it as an internal note in the ticket.
When you could use it:
- When assigning conversations to a team.
- When assigning conversations to a Round-robin team.
- When escalating conversations from HelpMate back to Journeys for advanced escalation management.
