Aide SupportUpdated 3 months 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 analyses customer messages to find possible automation and helps you configure AI to bring automation and efficiency to your support operations.

• 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.
• It works out of the box for e-commerce scenarios and learns from your past tickets.
• 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.

Integration benefits

• Topic detection: Put every incoming message into your Aide configuration 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 AI to handle it.
• Ticket automation: Automate macros and collect ticket or user data for every ticket based on business policy. Aide can combine different macros to answer questions if the information exists in your topics or imported knowledge base. So just import your Gorgias Macros and Articles and let Aide take care of the rest!
• Run on backlog: If tickets pile up, Aide can process the backlog to clear it. You can ask Aide to apply certain knowledge to the backlog using the app UI.
• Generative AI responses over the most commonly used channel: Train Aide on macros, and 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 and description, or use them inside Gorgias for your email tickets.
• Full reports: See Aide performance reports outlining the most common topics detected, automation executed, drafts used, and bot-handled conversations.
• Easy to Train: train Aide with macros, past tickets, topics, 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 thumb up or down every action AI takes to teach the model and improve its accuracy via Aide UI:

• Integrate with Shopify, Woocommerce, or a custom 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. Simply add the URL of your Gorgias Help Center and the import will begin:

• 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! Very little is needed for Aide to detect a specific language, on the order of a few dozen characters or just several words.

Steps

1. Navigate to Settings → All Apps and look for ‘Aide Support’ via the Search field:

2. Once you’re on the Aide Support page, click on the blue ‘Connect App’ button:

3. You’ll be asked to enter your Gorgias subdomain on the next page, but only the subdomain, which is usually the same as the subdomain of your store. Then click ‘Connect’:

4. This will take you to a new window that will ask you to approve relevant access for Aide Support to Gorgias. Click ‘Approve’:

5. All set! Your integration is now in Settings → My Apps → Aide Support:

6. And an HTTP integration setup is on the path Settings → HTTP integration, automatically created:

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.