Hero AI Replies — a Hero AI feature — creates a Customer-friendly response using information already in your Answers knowledgebase. It can instantly suggest responses that contain the information you can share without the need for manual searching. All you have to do is send the suggested response to the Customer. This eliminates the need to sift through multiple Answers and saves time crafting a response.
Hero AI Replies overview #
Hero AI Replies intelligently creates a suggested response based on the Answers Search query and the information currently stored as an Answer. It can even suggest a response containing information from multiple Answers.
To access the Answers knowledge base from a Conversation, click the book icon from the Composer or the Answers Pane, where you’ll also find your Favorite Answers.
Receive a reply suggestion #
To receive a reply suggestion created by Hero AI Replies, after reading a Customer’s message and understanding what they need, open the Answers Pane and use Answers Search to query Answers.
For example, you can search for “Delayed same-day delivery.”
- Tip – The more specific the search query is, the better the suggestion will be.
Use the following sequence of actions to query Answers and to receive a Hero AI Replies created suggestion.
| Answers Pane Sequence | Function |
|---|---|
| [1] Search Answers knowledge base | Use the Search bar to query Answers based on information that needs to be shared with the Customer. |
| [2] Reply Suggestion indicates AI-created suggestions | Indicates Hero AI Replies activity. Denotes when a response is being created and the suggestion is ready. |
| [3] The suggested response created by Hero AI Replies appears based on the search query | Displays Hero AI Replies created reply suggestions based on the search query. |
| [4] Click Use to insert the reply suggestion into the Composer | Inserts the suggestion in the Composer for text-based Channels. |
Review [3] (reply suggestion) created for you by Hero AI Replies based on the information it considered in the Answers knowledgebase.
Use a reply suggestion #
To use the suggestion, click Use to insert the suggestion reply into the Composer. You can edit your response to add details, a salutation or signature, etc.
You can use or ignore the reply suggestion created by Hero AI Replies.
How to query Answers #
Use natural speech to search Answers, such as:
- “What’s our return policy”
- “How to exchange cracked makeup”
- “Provide check-in information”
You can also use a combination of keywords:
- return policy damage
- exchange damaged items
- check-in information
The more context you can provide in a query, the better the results and suggestions will be, as long as the information you need exists as an Answer. See Search Tips for more information.
View other Answers #
The Answers Pane defaults to the Reply Suggestions bar upon entering a search query, which displays the Hero AI Replies created suggestion.
To view other non-Hero AI Replies Answers results, click on the Answer title as you normally would.
These are non-AI-created information you can still use and share with Customers. However, it is recommended that you use Hero AI Replies shown through Reply Suggestions to save time and increase response accuracy.
No suggested reply created #
If your query doesn’t produce a reply suggestion, the Answers Pane defaults to displaying the first Answer that may be relevant to your query. You can try searching again or try different ways to query your search.
Search tips for Hero AI Replies #
Query Answers like you’re talking to a human when you’re asking a question; concise with details stating what you need.
Clarify ambiguities #
If the words or phrases you use in your search could have multiple meanings, providing more information about what you’re looking for is helpful. For instance, typing “return item” might not be specific enough if you want to know how to return something and the policy and procedure. In that case, entering “Return item and provide return process” will give Hero AI Replies enough information to create a reply that covers all those points.
Be specific #
Provide detailed and specific information about your question or topic. The more specific you are, the better Answers Search can understand and accurately address your query. You can narrow your query by selecting the Language and Audience filters, provided the Answer you need is available as an Answer.
Answers Pane
Search using natural language #
Whether you search by entering a statement such as “Delayed same-day delivery” or “What’s the process when same-day deliveries are delayed,” as long as that information is stored as an Answer, Hero AI Replies will create a Customer-friendly response that you can share immediately, saving you time.
Possible errors when using Hero AI Replies #
| Error | Reason |
|---|---|
| Something went wrong | A technical search error has occurred, which requires refreshing the page. If the error persists, please reach out to support. |
| No Suggestion created | Unable to create a suggestion even though there are Search Results created. This could be a result of how the search query was written. Try rewording your search. |
| No Answers found | Unable to show any search results and suggestions. Answer Knowledge Base lacks the information. Try to reword your search query and try again. |
