Knowledge base article suggestions for incoming queries

Purpose

1.1. Automate the detection of customer queries received by a goldfish store across multiple channels.
1.2. Automatedly analyze the intent, topic, and urgency of each query for quick classification.
1.3. Automating the suggestion of relevant knowledge base articles specific to aquatic pets and goldfish care for immediate self-service.
1.4. Automator delivers instant recommendations to customers and automates knowledge transfer, reducing manual customer service agent involvement.
1.5. Enables proactive, automated support, ensures greater customer satisfaction, and provides scalable customer service automation.

Trigger Conditions

2.1. Automatedly triggers when a new customer question is received via chat, email, contact form, or social media.
2.2. Query contains keywords or patterns related to fish health, aquariums, feeding, or goldfish care.
2.3. Trigger on support ticket creation or direct messages via messaging platforms.
2.4. Triggers based on specific timeframes (e.g., business hours) or customer tier (VIP, repeat, new).

Platform Variants

3.1. Zendesk
• Feature/Setting: Trigger automation via API / Triggers; use “Article Suggestions” with endpoint `/api/v2/help_center/articles/search.json?q={query}`.
3.2. Freshdesk
• Feature/Setting: Automate using Ticket Automator; API: `/solutions/articles/` to fetch articles based on query detected.
3.3. Intercom
• Feature/Setting: Inbox Automation Rules; API: `GET /articles/search` for automated recommendations.
3.4. Salesforce Service Cloud
• Feature/Setting: Setup “Einstein Article Suggestions” automation in Service Console.
3.5. Microsoft Dynamics 365 Customer Service
• Feature/Setting: Automated Knowledge Search; API: `GET /knowledgearticles?$filter=contains(content,{query})`.
3.6. HubSpot Service Hub
• Feature/Setting: Workflow automator with “Suggested articles” via Knowledge Base API.
3.7. Zoho Desk
• Feature/Setting: Blueprint automation + KB Search API `/search/articles?text={query}`.
3.8. LiveAgent
• Feature/Setting: Automated Chat Suggestion Rules; API for KB: `/api/v3/knowledgebase/articles?search={query}`.
3.9. Help Scout
• Feature/Setting: Beacon automated article suggestion using “Suggest Articles via API”.
3.10. Crisp
• Feature/Setting: Automated Responders; use KB API: `/helpdesk/articles/search?query={query}`.
3.11. Drift
• Feature/Setting: Playbooks with “Auto Knowledge Suggestion”; API calls to KB articles endpoint.
3.12. Tidio
• Feature/Setting: Automated Chatbots with knowledge search via Public API.
3.13. Olark
• Feature/Setting: Automate message triggers with Custom API integration to KB.
3.14. ServiceNow
• Feature/Setting: Virtual Agent Knowledge Automation; API: `GET /api/now/knowledge/article?sysparm_query={query}`.
3.15. Kustomer
• Feature/Setting: Workflow automation; API: `/v1/knowledgeBaseArticles/search`.
3.16. HappyFox
• Feature/Setting: Smart Rules automation; API: `/api/1.1/json/article_list/`.
3.17. Kayako
• Feature/Setting: Automation Rules for conversation; API: `/api/v1/articles/search?query={query}`.
3.18. Gorgias
• Feature/Setting: Rules automation; “Suggest Articles” API feature.
3.19. Front
• Feature/Setting: Automated reply rules + API for Knowledge Base integration, `/knowledge_base/search`.
3.20. Twilio SMS
• Feature/Setting: Automatedly parse message with Functions + Knowledge Base API integration for SMS article replies.
3.21. SendGrid
• Feature/Setting: Email inbound parse webhook to trigger article suggestion automation.
3.22. Slack
• Feature/Setting: Automated Bot Responses; knowledge search via workflow builder and search API.
3.23. Facebook Messenger
• Feature/Setting: Automated chatbot with webhook and KB article fetch using custom API mapping.
3.24. Google Dialogflow
• Feature/Setting: Fulfillment automation to suggest KB articles based on detected intents.
3.25. Telegram
• Feature/Setting: Automated Bot API; get query, request KB article suggestion endpoint, automated reply.

Benefits

4.1. Automates response time, providing instant, automated knowledge.
4.2. Reduces workload on human agents via automation of common queries.
4.3. Ensures accuracy and relevance in automatedly suggested content.
4.4. Scales customer service for growth in the goldfish pet store sector.
4.5. Increases customer satisfaction through rapid, automated resolutions.
4.6. Automatable solution adaptable across multiple channels and platforms.
4.7. Enhances consistency and data-driven improvements with every automated interaction.