AI Automation

AI Automation allows you to resolve tickets automatically with zero human interaction. There are 2 ways this can be done in eDesk:

via a Chatbot on your webstore.
via a Handsfree template in your Mailbox.

This guide will walk you through how to manage your AI Automations.

Before you start

To use AI Automation, you will need to subscribe to it as an add-on to your pack. See our pricing here.

01 Activating AI Automation

There are a number of ways to activate AI Automation:

You can choose it in your subscription at the end of your eDesk trial.
A User sets up a Chatbot in your account. For an overview of the Chatbot, click here.
A User sets up a Handsfree template in your account. For more, click here.
A User activates AI Automation through the Subscription page. To see how to manage this, see below.

02 Managing payment for Automations

Automations are billed at the end of each month and you only pay for the number of resolutions that are achieved.

To enable Automations from the Subscription page, tick 'AI Automation'. You will notice that this will not automatically update anything in the billing summary - as the resolved automations will only be billed at the end of the month.

By default, a limit of 1,000 automated resolutions will be added to your account. You can change this limit by clicking on the 'Manage Automations' option.

Clicking on 'Manage Automations' will produce a limit usage pop-up, where you can manually input the maximum number of resolutions you would like in the month and also activate the resolutions.

Remember, this is not necessarily the exact number that you will be charged for. You will only ever be billed for the number of resolutions the AI actually achieves. So if you choose a limit of 10,000 here, but the system only resolves 8,555 tickets via AI, you will only be charged for the 8,5555 tickets at the end of the month. The limiter is to ensure that you don't go over budget with your AI resolutions.

Note: When you first activate AI Automation, you will have a free 30-day trial at a minimum so that you get an idea of how many resolutions you will need. There will be no usage limitations for this month which will allow you to realistically estimate future costs. For example, if your bill is due on March 30th and you activate AI Automation on March 15th, you won't be billed for ANY automations on the March or April 30th bill. The billing for automations will not start until the May 30th bill, at which point you will be billed for any automations that resolved tickets in May.

03 What is a resolution?

A resolution is defined as any customer conversation that is addressed and resolved through automation without the need for human intervention. There are different conditions depending on whether the resolution is through the Chatbot or from Handsfree:

1. Chatbot resolution

A conversation starts and concludes with the chatbot. No agent transfer occurs (regardless of agent availability) and no ticket is created by Ava for agent follow-up.
AI has assessed the chat transcript to confirm the shopper's question was answered (in other words it wasn’t just a deflection but an actual resolution)
No other ticket in eDesk, on any channel, has been created by the same shopper within 24 hours of the chat session occurring.

2. Handsfree resolution

A new ticket is automatically responded to via Handsfree.
No customer response is received on this ticket within 72hrs.
No additional agent-initiated message has been sent on this ticket within 72 hrs.
No other ticket in eDesk has been created by the same shopper within 72 hours of the Handsfree response being sent.

Note: In both Ava and Handsfree it’s possible to have a ticket marked as “Resolved” in eDesk but not billable since the same shopper created a separate new ticket in the 24/72 hour window.

04 Where do I see Automated Resolutions?

There are 3 areas where you can view your tickets that have been resolved by Automation.

1. Ticket Insights chart

Navigate to Insights > AI resolutions

This chart shows an overview of all Interactions and Resolutions that have occurred with both your Chatbot and your Handsfree tickets. You can toggle between Ava, Handsfree or both to view your data.
It is important to note that an interaction becomes a resolution only after 24 hours for the Chatbot and after 72 hours for Handsfree.

2. Ticket Insights list