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Make Intercom AI not recommend reaching out via live chat to support.

Feature Request

After playing around with different support scenarios a bit it seems like the AI quite often suggests the user to reach out to support via live chat. As the user is already sending messages via Intercom this seems a bit redundant and perhaps even misleading.

Example:

Posted by Robi Rohumaa ·
3 comments

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Comments3

  • Robi Rohumaa

    •

    Mar 22, 2024

    Or maybe it should at the very least have the "talk to a human" part in the end if it suggest reaching out to support via live chat.

    • My AskAI

      Team•

      Mar 22, 2024

      Thanks for sharing this. Looking at this in detail, it's actually offering live chat because it sees that phrase/offer mentioned in your help docs.

      When it has a really low-confidence answer, it will have the "talk to a human", but in this instance, it has a medium confidence level that the answer, for a bug, is to suggest talking to live chat (because it sees it in the docs).

      Interesting case, for sure. We'll see if there's anything we can do to improve this.

      Thanks again for sharing.

      • Robi Rohumaa

        •

        Mar 22, 2024

        Ah, makes sense. Thanks for the update.