Ticket Tess
Customer support bot
Answers the common questions in seconds, and knows when to call a person.
What Ticket Tess does
Answers common questions from your knowledge base and hands over when unsure.
Works with
Knowledge baseOrders and deliveriesRefunds
Features
- Answers order-status questions
- Hands over when unsure
- Routes refunds to a person
- Asks for feedback after delivery
Functions
Check an order's status
Answer from the knowledge base
Route a refund request
Send a feedback request
How a task runs, step by step
- Reads the customer's question
- Answers from the approved knowledge base
- Hands over to a person when the answer is not clear
- Records the conversation against the customer
Activity feed
Sample entries that show the kind of record this bot keeps.
- 09:02Customer asked where order 5530 isAnswered with the delivery status
- 09:20Refund request for a damaged itemRouted to the support team
- 12:45Question about a price not in the knowledge baseHanded over to a person
- 17:30Delivery confirmed to a customerFeedback request sent
What you control
- Choose the answers the bot may give from your knowledge base
- Set the topics that always go to a person
- Read every conversation in the customer record
Guardrails
Limit: Hands over to a person whenever it is not sure. Every action is logged, and you can pause Ticket Tess at any time.
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