We are excited to share some great new improvements we’ve made in the last quarter. The domain of automated customer service is evolving rapidly, and so are we.
Let’s dive into these changes in a nutshell:
- New capability to handover conversations from Human to AI Agent
- New ‘FAQ model’ supported by our data-retrieval engine
- New AI models with improved token consumption monitoring
All of these changes have been driven by your feedback.
Before going any further, we want to express our gratitude for your support and trust in our services.
Boost Efficiency with Tiledesk’s Human-to-AI Handoff Capability
One of the standout features that keeps Tiledesk among the leaders in automated customer support is the seamless handoff from AI to a human agent without the need for a third-party platform—a capability many competitors lack. But there’s more!
Based on your feedback, we’ve introduced an exciting new feature that enables the reverse process. Now, you can effortlessly switch between human and AI agents to enhance productivity. This allows your human agents to assign the appropriate bot whenever needed, ensuring a smooth continuation of the conversation.
To use this feature, simply go to the right-side menu in the Human Agent dashboard, click on the three-dot menu at the top right, and select “Reassign.” You’ll then see a list of both your AI agents and human agents.
New ‘FAQ Model’ in Tiledesk Knowledge Base
If you’ve tried uploading new content in our knowledge base recently, you might have noticed the new FAQ system.
With it, you can upload your FAQs much more simply and organized than before.
The process is simple, yet many businesses still spend a lot of time and effort managing FAQs.
Here’s how it works: you just need to add the question along with the answer as a new FAQ in Tiledesk’s knowledge base. As you can see in the image below, it is intuitive and simple.
This process will enable your AI agent to respond to questions independently moving forward. And the cherry on top? You can also upload FAQs as a CSV file.
New OpenAI Model and a Closer Look at Token Consumption
As OpenAI releases more models, we’re incorporating them into Tiledesk.
You now have access to two new models: GPT-4o and GPT-4o Mini. By using these, you can achieve amazing results while enjoying more eco-friendly AI agents, as they use significantly fewer tokens compared to previous models.
Remember, you can define the “System context” under AI Settings in the Design Studio.
Additionally, we’ve developed a new window that allows you to monitor your token, conversation, and email consumption better than before. This ensures you won’t face outages and your services remain uninterrupted.
Thanks for Reading!
We appreciate your time and feedback.
