Aide AI Support AutomationUpdated 8 hours ago

Aide is the simplest way to get accurate AI responses for agents to insert, automate repetitive macros, and use help articles to answer common customer questions with generative AI. It works out of the box with no configuration required! Aide analyzes customer messages to find possible automation and helps you configure AI to bring automation and efficiency to your support operations.

Integration benefits

• Auto-reply via Gorgias Email Tickets according to common scenarios, with granular control over when auto-replies get sent, and when drafts are suggested to your team.
• Configure your Aide AI using your unique business policy and brand tone.
• Bring in context from all of your tools and resources with the highest level of relevance and accuracy. Aide is guided by your customers, orders, business information, website, knowledge base, etc.
• Topic detection: Put every incoming message into a bucket and then decide if you want to assist agents with drafts, automate it with a workflow to ensure that the right actions are taken, or use an AI bot to handle it.
• Ticket automation: Automate macros and collect ticket or user fields for every ticket based on business policy. Aide can combine different macros to answer all questions if the information exists.
• Run on backlog: If tickets pile up, Aide can process the backlog to clear it.
• Generative AI responses over email: Train Aide on macros, past tickets, with safety guardrails (only answers relevant questions and only provides accurate, meaningful answers). You can add specific LLM instructions for Aide to follow.
• Add generative AI bots to your website or online portal: Embed Aide on your website, with customizable brand tone, description, or use them inside Gorgias for any type of ticket or channel.
• Full reports: See Aide performance reports outlining the most common topics detected, automations executed, drafts used, and bot-handled conversations.
• Easy to Train: train Aide with macros, past tickets, help articles, and add custom AI instructions to make sure it performs as expected and maintains 99% accuracy.
• Integrated Feedback and QA reports: You can thumbs up or down every action Aide takes to teach the model and improve accuracy on your data.
• Slack Alerts: Monitor AI performance to ensure accuracy and coverage are maintained.
• Integrate with Shopify, Woocommerce, or CRM: Connect Aide directly to Shopify/Woocommerce or your CRM to read customer data to accurately personalize responses or perform actions.
• Knowledge import: import your existing help articles or documentation for AI to draft or send responses.
• Support Multiple Brands: Use one Aide account for every brand you have to simplify management. We understand the needs of advanced teams, and Aide is designed to help scale AI into every aspect of your Gorgias approach, regardless of complexity.
• Support Multiple Languages: Aide is multilingual by default and supports common languages like English, French, German, Spanish, Portuguese, Dutch, Danish, Italian, and more!

Steps

• From your Gorgias account, head to Settings → App Store → All Apps
• Find Aide AI Support Automation on the list
• After selecting the app, click on the Connect App button
• Add your Gorgias subdomain in the Aide app, and click on Connect
• Authorize the app
• Once the setup is complete, an HTTP integration will be created:

Aide learns from past conversations to identify common topics and generate accurate AI drafts for agents to insert with one click or auto-reply with macros or text to customers.

Aide supports a gradual automation strategy to help you reliably deploy AI by first drafting accurate responses for agents to reduce handle times and help your team build confidence in AI. Once you've decided which types of conversations to fully automate, Aide helps you create the most suitable strategy for each type of conversation.

FAQs

Can I enable Slack Alerts to monitor my Aide performance?

Yes! With Aide, you can monitor AI performance to ensure that accuracy and coverage are maintained. However, you don’t need to integrate Slack with Gorgias to do this. This is done via Aide UI.