Changelog
Follow new updates and improvements to My AskAI.
Gorgias AI Tagging
Now you can have AI automatically tag all your Gorgias emails and chats with tags as they come in.
This means you can:
More quickly and consistently report on your ticket volume
Block replies to certain categories of ticket or chats
Add note replies only to categories of ticket or chats
To set it up, just go to AI Agent Setup > AI Tagging and start adding your tags.
SMS Replies (Gorgias)
In addition to Chat, Email, Form, and Social Media replies, you can now set your AI agent to reply to SMS messages in Gorgias!
Just select the SMS channel dropdown when configuring your agent in Channels.
Earlier updates
- Image Reading (Gorgias)Hot on the heels of image reading in Zendesk, Intercom and Freshdesk, we are now releasing image reading in Gorgias too. Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything. AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails. It will process the image, and use it as context when answering the user or customer's question You only pay $0.02 per reply where image reading is used. Coming soon for other helpdesks. Read more on Image reading here.New
- Spam FiltersWe all get lots of emails and tickets we probably don’t want our AI agent to reply to (not least of which because it uses our credits!) So now you can choose what you want your AI agent to ignore with our spam filters. Enter the email domain, addresses or subject keywords you want to block and your AI agent will no longer respond. Learn more.New
- Echo AgentEcho is a powerful new way to interact with the My AskAI platform and features. Echo is an AI agent built into the My AskAI dashboard that you can use to help you get the most out of My AskAI and your AI customer service agent. Instead of knowing where to go and how to use our features and dashboard, you can now just ask questions and it will not only tell you how to do things, but it can do them for you. It's got all the context of our help docs, but also has all the context and understanding of your account. Right now you can use Echo to: Ask any question about the My AskAI platform e.g. how do I x? Write, edit, review, improve and merge your guidance Investigate and inspect conversations to understand your answers, and how to fix them We're continuing to add to its capabilities week after week so you can always ask and test it out if you are unsure! You'll find a lot of "Ask Echo" buttons throughout the product, click any of them and the Echo agent side-panel will appear. You can also always access Echo from the menu, just above Account Settings.New
- CSV Test ImportWant to test or QA your AI agent on a batch of tickets? You can now upload a CSV of questions to your agent and have them automatically run. You can then use our QA and scoring tools to rate the AI agent’s responses. Find the upload button in Improve > Test.New
- Image Reading (Freshdesk)Hot on the heels of image reading in Zendesk and Intercom, we are now releasing image reading in Freshdesk too. Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything. AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails. It will process the image, and use it as context when answering the user or customer's question You only pay $0.02 per reply where image reading is used. Coming soon for other helpdesks. Read more on Image reading here.New
- Image Reading (Intercom and Zendesk)Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything. AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails. It will process the image, and use it as context when answering the user or customer's question You only pay $0.02 per reply where image reading is used. Available now for Intercom and Zendesk integrations, coming soon for other helpdesks. Read more on Image reading here.New
- Self-learningYour AI agent can now constantly improve, learning from your human agent replies, automatically. Self-learning is the ability for your AI agent to learn from your human agent conversations, ensuring that you don't have to manually update its knowledge on an ongoing basis. It happens automatically behind the scenes, without you having to lift a finger. You can access self-learning by going to your Dashboard, clicking on "Improve," and then "Self-Learning." By default, right now your articles will be “Unpublished” (draft), so: Go take a look Review them Make any edits and then Click to Publish And, importantly, tell us how they could be better! Read more about self-learning here.New