Customer Support & CommunicationPurpose
1.2. Ensure rapid, consistent, and accurate responses for customer inquiries regarding products, order tracking, store policies, and troubleshooting.
1.3. Automate article suggestion based on message content, customer profile, or issue classification to minimize response time and increase support efficiency.
1.4. Support scaling of customer support for toy, kids, and children’s products through automated agents or workflows.
Trigger Conditions
2.2. Automate triggers upon detection of specific keywords, topics, or intents in the support conversation.
2.3. Automatedly initiate upon escalation or re-opening of an unresolved support ticket.
2.4. Trigger automation based on customer segment, product category, or order status.
Platform Variants
3.1. Zendesk
• Feature/Setting: Use "Support API" with "automated macros" to inject knowledge base article suggestions via comment creation.
• Sample: Configure trigger to call `/api/v2/tickets/{ticket_id}/comments` with suggested article links.
3.2. Freshdesk
• Feature/Setting: Invoke "Automations" with "Auto-Suggest Solutions" to automate showing relevant articles from Solutions module.
• Sample: Enable under Admin→Automations→Ticket Creation.
3.3. Salesforce Service Cloud
• Feature/Setting: Use "Einstein Article Recommendations API" for automated article suggestions within agent console.
• Sample: Connect support cases to recommendations via backend configuration.
3.4. Intercom
• Feature/Setting: Integrate "Operator/Resolution Bot" to automate contextual article pop-ups during live chat.
• Sample: Use Resolution Bot settings to map user questions to articles.
3.5. HubSpot Service Hub
• Feature/Setting: Utilize "Conversations API" combined with knowledge base lookup automation using workflows.
• Sample: Trigger workflow when ticket is created; use API to search knowledge base articles.
3.6. Zoho Desk
• Feature/Setting: Configure "Blueprint" workflow automations to invoke "Solutions API" on ticket touchpoints.
• Sample: Route tickets with tags to a KB suggestion API.
3.7. Microsoft Dynamics 365
• Feature/Setting: Automate "Knowledge Article Suggestions" in Customer Service module using embedded AI.
• Sample: Enable suggestions in agent scripts configuration.
3.8. LiveAgent
• Feature/Setting: Use "Automated Ticket Rules" to send knowledge base links via email/chat response.
• Sample: Match keywords and send pre-set article links.
3.9. Help Scout
• Feature/Setting: Automate "Beacon Article Suggestions" using Help Scout API & workflows.
• Sample: Deploy Beacon with dynamic article suggestions.
3.10. ServiceNow
• Feature/Setting: Configure "Virtual Agent Designer" to automate KB suggestion flows based on user queries.
• Sample: Add scripted conversations to propose KB articles.
3.11. Crisp
• Feature/Setting: Utilize "Chatbot Scenarios" to automate triggered content block responses with article cards.
• Sample: Map triggers to responses containing article links.
3.12. Kayako
• Feature/Setting: Automate "Self-Service Suggestion" using custom triggers and macros for ticket responses.
• Sample: Insert knowledge base links in auto-replies.
3.13. Drift
• Feature/Setting: Use "Playbooks" and "Drift Knowledge Articles" for automation during live chat.
• Sample: Set triggers by intent recognition.
3.14. Gorgias
• Feature/Setting: Configure "Rules Automation" to suggest articles in responses using templates.
• Sample: Auto-insert Help Center articles based on ticket tags.
3.15. Kustomer
• Feature/Setting: Use "Suggested Articles" via workflow automation in Kustomer IQ.
• Sample: Enable article suggestions on inbound chats.
3.16. Gladly
• Feature/Setting: Automate knowledge responses with “Answers” workflow and knowledge search triggers.
• Sample: Attach answers to specific ticket triggers.
3.17. Front
• Feature/Setting: Automate with "Rules" to insert KB links as automated responses to keywords.
• Sample: Keyword filter → auto reply with article.
3.18. Tawk.to
• Feature/Setting: Use "Shortcuts" and automated triggers in messaging rules to present article snippets.
• Sample: Detect topic, apply shortcut.
3.19. Jitbit Helpdesk
• Feature/Setting: Script rule-based automation to inject knowledge base articles in replies.
• Sample: New ticket → check keywords → send KB link.
3.20. User.com
• Feature/Setting: Use "Automation Workflows" to auto-reply with knowledge base links based on chat content.
• Sample: Configure automation path for message context.
Benefits
4.2. Speeds up resolution times through automated, context-aware article recommendation.
4.3. Enhances consistency and quality of customer support via automation.
4.4. Automatedly promotes self-service options, decreasing repetitive inquiries.
4.5. Scales customer support efficiently for seasonal peaks, with automatable responses.
4.6. Automating article delivery optimizes onboarding/training for new support staff.