This article demonstrates how to utilize Threado AI for sales or support on a website or app. Threado AI can automate 70 to 80% of customer queries, freeing up time for agents. Most customer queries are questions that can be answered using internal documentation, product pages, websites, blogs, or historical ticket conversations.
The first step towards self-serve support is to train the Threado AI bot on your knowledge base.
1. Setting Up Threado AI Bot
Train Threado AI bot on any internal documentation available, such as Notion, Confluence, PDFs, URLs, etc.
Train the bot on ticketing platforms like Freshdesk, Zendesk, Intercom, or CRMs like Salesforce and HubSpot.
It's also possible to train it on Slack, Discord, or Teams conversations.
After these steps, the bot is set up with complete context on any company information that might be relevant and helpful in answering customer queries.
Step 2: Integrating the Bot into Your App or Website
Go to the setup and select web chat → Install Bot
Customize the default responses and set up some of the recommended prompts to make it easier for customers to interact. Customize the widget to match the brand's tone and colours.
Find the install bot option, copy the code, and install it as a widget or an embed.
Step 3: Enabling Handoff
Handoff refers to what happens when the bot is unable to answer a particular question or when a user is not satisfied with the bot's answer. In such cases, the Threado AI bot can create a ticket on the ticketing platform.
Select enable handoff, choose the platform where tickets need to be created.
Select the instance for ticket creation.
Click on Create Ticket and then click on Save.
After these steps, the handoff process is enabled.
User Interaction and Ticket Creation
This section shows what it looks like in the UI when a user asks a question that the bot cannot answer, how a ticket is created, and what the experience looks like for agents.
When the bot cannot generate a response, it gives the user an option to connect with the support team. A ticket is then created on the selected platform, with the context of the user's question and their email ID.
Here's how the experience looks like for your users:
Hope this was helpful. If you've any further questions, feel free to reach out to us at support@threado.com