Purpose
1. Automate the process of suggesting relevant knowledge base articles to diamond buyers via chat, enhancing customer experience and reducing manual support intervention.
2. Automatedly provide instant, context-aware responses, addressing common diamond retail customer queries (e.g., certification, quality, care).
3. Streamline post-sale and after-sales support for jewelry businesses by automating knowledge article suggestions when a customer interacts via chat.
Trigger Conditions
1. Automatedly triggered when a customer initiates a chat session on the retailer’s website or app.
2. Automates article suggestion flow based on specific keywords, question patterns, or product inquiries detected in chat.
3. Triggers can automate when previous chat intent is tagged as needing educational or support content.
4. Automated on receiving support ticket referencing post-purchase diamond care, authenticity, or warranty.
Platform variants
1. Intercom
• Feature/Setting: Automate "Operator" to analyze incoming chats and auto-suggest articles from the knowledge base via the "Articles" API.
2. Zendesk
• Feature/Setting: Uses "Answer Bot" automation via the "Help Center Search" API to automatedly recommend solutions.
3. Drift
• Feature/Setting: Automated Playbooks to scan incoming chat and trigger article recommendations using Drift's Knowledge API.
4. LiveChat
• Feature/Setting: Automates Knowledge Base integration with the "ChatBot Suggest" API for context-sensitive suggestions.
5. Freshdesk
• Feature/Setting: "Freddy AI" automatedly fetches relevant articles using the "Solutions" API during chat.
6. Salesforce Service Cloud
• Feature/Setting: Automator for Knowledge auto-suggestions, configurable in chat flows using "Einstein Article Recommendations".
7. Microsoft Dynamics 365
• Feature/Setting: "Knowledge Article Suggestions" automation via the Omnichannel Engagement Hub API.
8. HubSpot Service Hub
• Feature/Setting: Automates chat flows with "Conversations" API and programmable knowledge base suggestions.
9. Genesys Cloud CX
• Feature/Setting: Automated Knowledge Workbench, triggers article suggestions in digital chat flows via API call.
10. Zoho Desk
• Feature/Setting: Automates article suggestion in chat via "Zia" using Solution Articles API integration.
11. Tidio
• Feature/Setting: Automated bot rules match queries and send article links using Tidio’s Knowledge Base Actions.
12. Crisp
• Feature/Setting: Automates canned responses and article referencing using Crisp’s plugin API and Bots.
13. Userlike
• Feature/Setting: Automates article recommendation with API-driven Chatbot Knowledge feature.
14. Kustomer
• Feature/Setting: Automate knowledge base lookups using Kustomer’s "Suggested Articles" API in workflows.
15. HelpCrunch
• Feature/Setting: Automated in-chat article delivery triggered by keywords via Bot API.
16. Olark
• Feature/Setting: Automated answers via "CoPilot" integration with Help Center Search automation.
17. Kayako
• Feature/Setting: Automates Knowledge Base API responses in live chat with triggers for article relevance.
18. Ada
• Feature/Setting: Automated bot recipes fetch and deliver articles using Content API and intent matching.
19. Acquire
• Feature/Setting: Automation rules using "Knowledge Base Trigger" to push suggestions via live chat.
20. Gladly
• Feature/Setting: Automates in-chat knowledge recommendations with Knowledge Integration APIs triggering suggestions.
Benefits
1. Automates customer education, reducing repetitive support tickets and speeding up response times.
2. Enables automated issue resolution, building customer trust for diamond buyers in retail/jewelry.
3. Provides continuous, automated support outside business hours, enhancing customer satisfaction.
4. Improves operational efficiency by automatedly deflecting simple queries to knowledge base articles.
5. Automating article suggestions enables proactive customer service, nurturing retention and advocacy for jewelry retailers.
Customer Service & After-Sales