Once you've created your AI agent and installed My AskAI from the Intercom App Store.
You can let it start replying to customers (or drafting notes for your agents)
My AskAI — AI agent within Intercom demo
Updated: Dec 09, 2024
Description
A step-by-step demo of our AI customer support agent added to your Intercom Messenger, and handing a conversation over to your human agents.
Steps
1
Once you've created your AI agent and installed My AskAI from the Intercom App Store.
You can let it start replying to customers (or drafting notes for your agents)
2
Your AI agent is added to your Intercom Messenger.
Select 'Ask a question' to start.
Tip: Keep your existing triage flows in Intercom for different audiences and use cases
3
Ask an example question about integrating My AskAI with Intercom
4
Smart, conversational answers allow users to dive deep and get more information to answer questions or solve problems.
AI answers also contain relevant links back to your help docs to ground everything in truth.
5
Your AI agent can also send replies as internal notes for your team to view.
This allows you to easily test your AI agent for a period of time before turning it on for your customers.
6
Ask a follow up question for more information
7
Request a human agent to continue discussing Enterprise pricing by typing "talk to a person"
8
The conversation is transferred to one of your team.
The AI agent will stop replying at this stage and allow your agents to take over.
9
Also, a smart conversation summary is written for your support agents — this avoids the customer having to repeat themselves
10
Your agents can then talk to your customers in the same way they do today, all within Intercom
11
Customers can keep chatting with your team after the AI agent has left the conversation
12
All this helps free up agents from dealing with Tier 1 issues.
Allowing them to focus on more valuable tasks and high value customers.