Answer chat tickets with automatic Article Recommendations (BigCommerce and Magento)Updated a day ago

You can use Article Recommendations to automatically share answers from your Help Center when customers ask a question in chat.

After receiving a recommended article, if the customer clicks “Yes, that was helpful”, no ticket is created in your helpdesk and the conversation is considered an automated interaction. If the customer asks for more help, a ticket is created for your team to respond to.

Select a Help Center for recommending articles

When you turn on Article Recommendations, relevant articles from your Help Center are shared with customers when they ask an initial question in chat.

The Help Center you choose must be active (set to Live), and should contain published articles. Unlisted or draft articles are not shared as recommendations.

The Help Center you choose should have the same language(s) as the chat integration where you want to use Article Recommendations. Only articles that match the language of the chat are shared as recommendations, so your customers only receive articles in their own language. Learn how to manage Help Center languages and your chat language.

To select a Help Center:

1. From the main menu, go to Settings > Article Recommendations.
   • If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the store you want to make changes to.
2. Click the Configuration tab.
3. Open the dropdown menu and select the Help Center you want to use for recommending articles.
4. Select Save Changes.

Turn on Article Recommendations for chat

You can control which chat integrations use Article Recommendations in the channels tab (Settings > Article Recommendations > Channels). Once Article Recommendations is turned on, customers will start to receive suggested articles from the Help Center you selected when they ask an initial question in chat.

1. From the main menu, go to Settings > Article Recommendations.
   • If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the store you want to make changes to.
2. Click the Channels tab.
3. Open the Currently viewing dropdown menu, then select the chat integration where you want to enable Article Recommendations.
4. Scroll down and click the toggle to Enable Article Recommendation.

Test your article recommendations

You can test your automations, including Article Recommendations, to make sure they’re working as intended without being charged usage fees for automated interactions.

When you turn on Article Recommendations, use test mode to check that the articles you expect to be recommended when a customer asks a specific question are being shared. If a relevant answer is not being shared, you can create or update articles to better answer the question, or you can train Gorgias’s recommendation AI to retrieve the correct article.

To test Article Recommendations:

1. From the main menu, go to Settings > Article Recommendations
   • If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the correct store
2. Click the Channels tab
3. Open the Currently viewing dropdown menu, then select the chat integration that you want to test.
4. Click Test. Your store website will open in preview mode where you open the chat and start a conversation to see how articles are being recommended.

Train your article recommendations

You can train Gorgias’s AI to improve the accuracy of the articles it recommends. In your Article Recommendations settings, you can review a list of past conversations with customers where the AI recommended an article. From here, you choose to either keep the AI’s recommendation or improve it by selecting a more relevant article to match the shopper’s question.

To train Article Recommendations:

1. From the main menu, go to Settings > Article Recommendations
   • If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the correct store
2. Click the Train tab
3. Select a conversation from the list. For each conversation, review the shopper’s original question and the article that Gorgias’s AI recommended.
4. Click either Keep Recommendation or Improve Recommendationto train the AI on its responses
   • Keep Recommendation tells the AI serving the same article for similar questions in the future
   • Improve Recommendation prompts you to select article, training the AI to use it for similar questions in the future

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