UPDATED AI protocolUpdated 2 months ago
Working with Our AI System for Customer Inquiries
We are working alongside our AI system to handle customer inquiries where possible. While the AI is designed to assist with responses, it's important to remember that it is still a non-human system and may occasionally make mistakes.
In this article it is explained how you, as a human agent, will interact with the AI tool.
AI Limitations
Currently, the AI cannot close tickets or add fields to tickets. These actions still need to be done manually by an agent.
Reviewing AI Responses
Please always review the AI's responses carefully before closing a ticket. If the AI provides an incorrect answer, please document this as following in the field in the ticket (AI Resolution):
- AI answered correct ✅ - when AI answered without any mistakes
- AI did not answer::invalid - AI did not answer a scenario where it usually does answer (like unsubscribe etc)
- AI did not answer::Valid- When AI did not answer in the ticket
- AI made mistakes:Tracking::Informed incorrectly on tracking status - When AI informed about the status of a package incorrectly (for example say it is on the way while it is returned by carrier etc)
- AI Made mistake::Tracking::Give foreign language tracking- When AI provides a wrong tracking link (for example a chinese website)
- AI Made mistake::Tracking::Give no tracking link - when AI informs about a parcel status but does not provide any tracking link
- AI Made mistake::inaccurate answer - AI misunderstood the customer question and misinformed
- AI Made mistake::Provides info of other shop - Customer placed orders on multiple shops, contacts the correct shop, but AI gives info about another shop OR AI in general gives info about another shop then the one the customer contacted
- AI Made mistake::Cannot find order when should - customer contacts with the same mail she placed the order with - contacts the correct shop and the order is not older then 2 years ol, but AI still cannot seem to find the order
- AI Made mistake::Forgot to tag responsible person - forgot to tag me, Katja or the supplier when needed
- AI Made mistake::informed about incorrect order - AI answers the customer, but about another order then the customer inquires about
- AI Made mistake::Did not cancel order - when ai did not cancel an order while it should have ( AI only cancels order that are unfulfilled and are under 100 euro)
- AI Made mistake::Did not change address - AI did not adjust the address when it still could (unfulfilled order) or informs the customer the address is changed when it couldn't be changed anymore
- AI Made mistake::Other (add to issue sheet)- if not applicable to one of the above scenario's, then you fill it out in the issue tracker sheet
Internal Notes
The AI will also leave internal notes with relevant information about the case, such as what needs to be done (e.g., requesting missing stones from the supplier).
If AI is Not Working Properly
If the AI is not functioning as expected and is disrupting the conversation, you can add the tag "STOP AI" to the ticket, and the AI will no longer handle that particular conversation.
AI vs Agents (not all scenario's are in here)
Scenario 1: Order status
AI:
AI will provide information on the status of the order. However, the AI cannot specify which parcel shop the package is delivered to if it is delivered to a parcel shop.
Agent:
No action is required if the order is still within 20 days. If it has been longer, please double-check the tracking to ensure the AI has provided the correct information.
Scenario 2: Missing/incorrect/damaged order
AI:
AI will inform the customer about their available options but cannot communicate these options to the supplier.
Agent:
The agent will need to request the refund (from Katja) or reship the order (from the supplier).
Scenario 3: Finding an order
AI:
AI can only locate an order using the order number or email address. It cannot find an order based on the product name or if the customer contacts us using a different email address than the one used for the order.
Agent:
When an order is not found, refer to the instructions in this article.
Scenario 4: Forgot discount
AI:
If the customer forgot to apply a discount code to their order or the code doesn't work, AI will ask for the discount code but will not handle the issue further.
Agent:
When an order is not found, refer to the instructions in this article.
Scenario 5: Example picture request
AI:
AI will request the picture from the customer
Agent:
The agent will still need to ask the supplier for an example picture.
Scenario 6: Not happy with own picture
AI:
AI will inform the customer that we will forward the issue to the team for further review. However, AI cannot decide whether a painting looks good or not.
Agent:
The agent will need to check and assess whether the painting is acceptable or not, based on their opinion. Please refer to the article for further guidance.
Scenario 7: Complaints
AI:
AI will typically inform the customer that we will forward the issue to the team, as it does not know all the procedures.
Agent:
The agent will need to handle the issue further.
Scenario 8: Unsubscribe
AI:
AI will tag your customer service manager for unsubscribe requests.
Agent:
The agent needs to check that AI has tagged your customer service manager.