Customer Support AI Employee
Assist customers by recommending products, answering their questions, and providing post-sales support.
Overview
Ema's Customer Support AI Employee provides seamless, conversational assistance to your customers during and after purchase. It can be hosted on your website or app to troubleshoot issues, answer product questions, and automate post-sales support -- all while responding naturally to small talk and guiding users with empathy and efficiency.
This workflow is instantiated by copy, so any updates to the template will not retroactively change existing AI Employees built from it.
Key Features
- Seamless, multi-turn conversations -- Understands customer intent and context to provide personalized, dynamic responses.
- Smart knowledge base search -- Simply provide your helpdesk URLs or knowledge base articles and the AI Employee can search over them.
- Feedback and escalations -- Asks for user feedback and allows you to configure escalation paths for negative feedback.
- Web widget (SDK) to host on your website -- Customize to your brand colors and guidelines and go live in a few easy steps.
- Trusted AI that keeps you in control -- Grounded in your data and policies, ensuring transparency, compliance, and adherence to your SOPs.
How to Use
1. Create Your AI Employee
Click Create AI Employee at the top of the template page.
2. Configure Your AI Employee
Add knowledge base:
- Provide relevant documentation like helpdesk articles, product information, and policies. You can either upload PDF files or provide the web URLs to your website and Ema can automatically crawl them.
Customize instructions:
- Go to the workflow builder and review the current configuration.
- Add the relevant categories and category descriptions in the intent classifier.
- Review the instructions provided in the various respond agents and ensure they reflect your company name and context. Look for placeholders in the instructions and replace them with your company name.
- Remember to publish the workflow outputs if you are adding a new respond agent.
Customize your SDK:
- Provide a welcome message, upload a logo, and decide a name for your chatbot.
- If you do not want Ema to show sources, enable the "hide sources" option.
- Decide if you want to ask for end-user feedback and how often.
3. Enable and Test
- Turn on your AI Employee.
- Try asking a supported query in the SDK and make sure you receive the expected response.
- To add to your website, whitelist your domains and copy the JavaScript snippet and add it to the
<body>section of your website. Learn more about domain whitelisting in Embeddable Chat SDK.
Example Queries
- I received a damaged product
- Good evening / Good morning
- What is your refund policy?
- I want to cancel an order