AI Assistant
The AI Assistant can handle customer inquiries around the clock, drawing on the resources you provide. This ensures that responses are not generic, but precise and based on carefully selected information.
Adding Resources to the AI Assistant
Click on Settings > AI Settings > AI Assistant. Here, you can "feed" your AI Assistant with information. The types of resources you can provide are divided into two categories: knowledge base and offers.
Resource Type: Knowledge Base
A knowledge base contains information about how your store operates, such as details on shipping times and methods, store location, and so on.
To add a knowledge base to the AI Assistant, click the Add knowledge base button. The knowledge base is created based on your answers to the following questions:
What do you want do name the resource? – Give it a name that helps you identify its content; for example, you can use the name of the store it pertains to. You'll use this resource name in automated actions involving the AI Assistant.
What is the shipping time?
Do you accept in-store pickup?
What are the shipping methods?
Do you give a discount?
Where is the store?
New products only?
Only original products?
Do products have a warranty?
Do you issue an invoice?
Answering the predefined questions (except for the first question about the resource name) isn't mandatory, but not answering them might hinder the AI Assistant's performance.
In addition to the predefined questions, you can choose to add your own custom questions to the knowledge base in the last step of the form.
The number of questions you can add is unlimited.
After adding all questions to the knowledge base, click the Finish button.
Resource Type: Offers
An Offer resource contains information about the products you sell, pulled directly from your Allegro account.
To add an offer to the AI Assistant, click the Add an offer button, then follow these two steps:
Name the asset – Give it a name that helps you identify its content; for example, you can use the name of the Allegro account it pertains to. You'll use this resource name in automated actions involving the AI Assistant.
Select the Allegro account from the dropdown list from which product information for this resource should be retrieved.
After selecting the appropriate account, click the Finish button.
Resource Status
The Status column shows the processing status of a given resource.
After adding a resource, you'll see a blue Processing status next to its name on the list. The AI Assistant needs a moment to "learn" the added information. The processing time depends on the amount of information added and can take up to several hours.
When information processing is complete, a green Success status will appear next to the resource name. This means you can now use this resource in an automated action with the AI Assistant.
If an error occurs during processing, a red Failure status will appear next to the resource name. In such a case, click Retry. The resource status will change back to Processing. If it fails again, delete the resource and try adding it from scratch.
Using the AI Assistant
Automated Workflow: Use AI Assistant
Go to the Automated Workflows tab and click Add workflow.
To use the Assistant, select Use AI assistant in the actions.
Just in case, we ask you to provide an alternative message if the AI Assistant can't answer a customer's query for some reason (the field Message alternative when the AI could not response). The buyer might also prefer not to interact with AI – in that case, they'll see the message entered in the field Message when the user select to contact the agent.
Besides alternative messages, you also need to select asstets the AI Assistant should use for that specific automated action. This allows you to tailor the information pool to the customer's query – for example, in an action, you might choose only resources related to a specific Allegro account, and in the conditions, specify that the action should only apply to tickets originating from that particular account.
If you want tickets handled by the AI Assistant to automatically receive a Closed status, check this option in AI Settings. Note: if the user chooses to contact an agent, the ticket will not be closed, even if this setting is checked.
Automated Workflow: AI Assistant Failed
If, for some reason, the AI Assistant is unable to help a customer, in addition to sending an alternative message, it can also initiate another automation. This ensures that the customer's message will not go unanswered.
To set up an automated action for this scenario, select AI Assistant failed in the conditions. You can also add additional conditions (e.g., the integration the ticket originated from, business hours, etc.). For the action, you could choose, for example, to assign an agent to handle the specific buyer, or send an email notification to inform you of the situation.
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