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Ticket Assistant by Yuma AIUpdated 2 months ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.


Yuma has a native, 1-click, integration with Gorgias and Shopify right out of the box. It works seamlessly with Gorgias' automation tools and serves as a complement to automate more advanced inquiries. 

They support all text-based communication channels in Gorgias and can directly connect to your subscription manager or fulfillment service.

  • Achieve 30% True automation within one month - Yuma will help you along the way, providing clear metrics and suggestions on how to achieve your automation goals.
  • Connect and talk with your tools - Yuma seamlessly integrates with Gorgias, Shopify, and several other top tools from the Shopify ecosystem.
  • 24/7 Support on all your Channels - by leveraging Yuma, you can reduce costs, avoid hiring extra staff, and handle any surge in activity effortlessly.

Yuma comes with the following features:

  • Gorgias Help Desk native integration
  • Support most common languages (English is the default one).
  • Automatic Knowledge Base: from your Help Centers and FAQs, Macros, Shopify Content Pages, Shopify Products, and your Historical Conversations.
  • Automatic retrieval of the most current and pertinent information from your knowledge base, based on the context of the Ticket.
  • Live fetching of your product prices and availabilities from Shopify.
  • Automatic drafting of the most suitable response.
  • Instruct Yuma: A magic button to let you write simple instructions about what you want to tell to a customer, and get a draft in return that you can edit and send.
  • Conversation Summarization: Generate a summary of any ticket thread with the click of a button. Very useful for escalation, context sharing, or quick note updates of the customer profile.
  • Brand Voice: Yuma will learn your writing style from a few samples, and will use it when communicating with customers.


Steps

1. Go to Settings -> App Store -> All apps.

2. Search for Ticket Assistant by Yuma and click it.

3. Click on. the Connect App button.

4. Authorize the app

As long as you see the Ticket Assistant: Setup widget on the right-sidebar in Gorgias, it means that Yuma is not configured properly yet or is still syncing, please configure everything and wait for the syncing to be done before trying it out.


Yuma Dashboard and Configuration Panel

Once you've installed Yuma Ticket Assistant on your store, create a new test ticket. Open that ticket and you should then see the Yuma widget in the right sidebar.

Click on Yuma Settings Dashboard and it'll bring you to a new tab which is your Yuma Dashboard Panel. Go through the sections below one by one to finalize the setup of the assistant. 

Yuma Dashboard Functionalities

The Yuma dashboard is currently divided into 4 sections: one Status overview (The Dashboard) and 4 settings panels (Integration Settings, Brande Voice and Knowledge Base, Gorgias Integrations Mapping).


Yuma Dashboard and Status Overview

The dashboard is currently split into 3 sections.

1. The Knowledge base status: Here you can see the syncing status of Yuma and see how many items Yuma synced

The Force Store Sync button on the top right will trigger a synchronization of your knowledge base. This is useful if you make some changes to your settings or update some content/products and you want an instant refresh.


2. The Brand Voice status: Here you can see how many examples you've set up for your brand voice. We recommend having at least 4. 

Yuma will try to generate those automatically once your historical tickets are synced to it, so it's a good idea to wait for that to be completed before editing them.

3. Stats: Here you can simply see how many recent tickets have been analyzed by Yuma, and how many drafts were created.



Configuration and Settings

Store Integration Settings

To go to your store integration settings, go to your Yuma Panel (see section above) and click on the cog then fill in the basic information about your store:

The Gorgias user you select here will be the one used by Yuma when writing a draft. If convenient, we recommend creating a new one dedicated to Yuma Ticket Assistant. Alternatively, select someone responsible for the integration.


Adding Help Centers and FAQs to learn from

This is where you add which Gorgias Help Center or which FAQ pages should be added to the Knowledge Base. You can add as many as you want and this is our most trusted source of information, so we recommend you build a good Help Center.

Once you add a URL, you need to select a page type. We recommend you come to the Community Slack and ask which type is best for you if you aren't using a Gorgias Help Center or a Google spreadsheet link.


Content Indexation for the Knowledge Base

On this part of the settings, you can choose what you want to be indexed in the Knowledge Base - the more content is indexed, the smarter Yuma usually gets.


Ticket Resolution Behavior

Yuma Ticket analysis can be triggered manually from the Gorgias Widget with the Ask Yuma AI for a Draft button.

Or, you can choose to automatically trigger Yuma to analyze new incoming messages.

This option is ideal, as when your agents open tickets, they will likely see a resolution and a draft written by Yuma already ready for them.

If you decide to enable the Automatic Resolution behavior, you have the choice to either do it on a new Ticket only (preferred choice) or on every new incoming message (may be a bit too much when you are actively chatting with a customer).


Widget Settings

Here you can decide what the Reply button in the widget will do.

You can either just Reply, Reply & Close, or Reply & Snooze.


Your Brand Voice

You likely have a specific writing style that you want all your agents to follow - Yuma will also copy your brand writing style.

When Yuma is installed for the first time, it will try to retrieve good examples from your historical tickets and populate your brand voice automatically, so give it a few minutes to sync up after you install Yuma. 

Then, head to your Brand Voice configuration panel:

There, you'll see 2 types of writing styles as well as multiple configurable channels.

  • Initial Responses - when the ticket is new and no agent has answered it yet.
  • Follow-up Responses - when an agent has already replied to a ticket and you are following up on an ongoing conversation.

Those distinctions exist because you likely don't use the same greetings or closing statements in those 2 scenarios and likely have a different tone on each of those channels.

For each of those 2 types and for each channel you want to use, we ask you to write at least 3 typical ideal answers for you. You can use emojis, and alternate between a few favorite closing and greeting statements.

If you want the signature block to be included by Yuma, use the variable {signature_block}.


Knowledge Base Management (exclude items)

Syncing your pages and products from Shopify is automatic if you choose to synchronize your Shopify Products and Shopify Content Pages. However, there may be some products or pages you don't want Yuma to use when generating drafts - to edit which items are indexed, go to your Knowledge Base Management panel.

You can manage Macros and Help Center entries the same way.

On those pages, you can exclude or include items by toggling them:


Managing multiple stores

Yuma natively supports multiple stores on a single account and uses the native integration a ticket was opened on to decide which store configuration to use to resolve a ticket.

To map integration to a given store, open the Integrations Mapping panel:

Then edit which channel goes to which store:



How to use Yuma Ticket Assistant

Manually ask for a draft

Yuma Ticket Assistant helps your agents answer tickets faster and with greater accuracy.

Once Yuma is installed and configured properly, you should see this little widget in the right sidebar in Gorgias.

Just click the button Ask Yuma AI For a Draft and Yuma will get to work analyzing the ticket and, if possible, generating a response.

Automatic draft suggestions

By default, Yuma is set up to automatically analyze every new incoming ticket, and for those that it believes it can solve with great accuracy, you should start seeing suggested drafts offered in your ticket thread.

Yuma processes tickets as soon as they get to your inbox, so ideally, when an agent opens the ticket, Yuma has already processed it and a draft is already there for your agent to use.

If Yuma doesn't know how to solve a ticket, you shouldn't see anything and this shouldn't change your workflow.

When Yuma has a draft ready to be used, it tags the ticket with Yuma: Draft Ready.

Yuma will only provide drafts to your agents when it believes it has a quality draft to offer as the aim is to reduce the number of unnecessary suggestions.


Instruct Yuma AI Button

In the Yuma Ticket Assistant widget, there's an Instruct Yuma AI button - using this is the most convenient way to write a custom reply to a customer without actually writing it all.

Click on the button and write a simple sentence about what you want to tell the customer, and Yuma will write a draft for you based on your given instructions.

After clicking, you'll be prompted to enter some info about what to say and how to say it:


Copy Drafts to Your Response Text area

Once Yuma Ticket Assistant has written a draft for you, if it's correct and you're happy with it, the next step is either:

1. To edit it slightly and send it - you can either copy & paste the proposed draft or use the Macro Copy Yuma Draft, which is the fastest way to copy over the draft to your response text area in Gorgias.

2. To send it as-is - click the Reply button in your Yuma widget and the response will be sent to the customer as-is with any links and images it contains.


Conversation Summarizer

Yuma can summarize a Ticket thread for you if you need to share the summary with a teammate for escalation or if you want to save it on the customer profile for easy reference the next time you interact with this customer.

Just click the Summarize Conversation button.


Giving Feedback to Yuma, so it can get better over time

Click the 👍 or 👎 button if you like or dislike a draft generated by Yuma - this feedback will be very helpful for us in improving the product.



Limitations

Yuma utilizes an advanced AI system (OpenAI GPT-3) which may be incorrect at times - the goal of Yuma is to assist the agents, not replace them.

Channel limitations

Ticket Assistant only supports email, chat, Instagram DM, Facebook Messenger, and Help Center requests. 

If you need more channels, go to the Community Slack to request them.

Type of inquiries handled

  • At the moment, Yuma does best at answering questions where an answer is already available in either your Knowledge Base or with your product information.
  • Yuma can’t automatically refund or manage exchanges on an order.
  • Yuma can’t automatically track the status of a lost package.
  • Yuma can’t replace human agents


Data Policy

Data is stored within the US and nothing is shared with third parties other than the ones required to provide the service.

Currently, Yuma captures and stores:

  • Help Center and FAQ entries
  • Macros
  • Public Shopify content pages and product information
  • A subset of your historical recent tickets for training
  • Tickets created after the installation of the Yuma Ticket Assistant

The data is stored/shared with these technical services:

  • OpenAI GPT-3 (AI engine)
  • Pinecone database (to index and search entries)
  • AWS servers (to run the servers and store the data)

Nothing else is shared with any other third party - we'd never sell your ticket or customer data to anyone, nor reuse the data for any other product without your prior consent.

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