We are thrilled to announce an exciting addition to our product lineup that will improve your customer support operations – AI-Powered Contact Reason Suggestion ✨

Contact Reason is a custom field designed for e-commerce purposes. It allows customers to specify the reason for their contact, such as order inquiries or refund requests. You can find and manage your Contact Reason settings under Settings→Ticket Fields→Contact Reason.

How It Works:

  • When a customer contacts you, our system automatically analyzes the message content and suggests a contact reason based on its prediction model.

  • You have the flexibility to accept the suggestion or make adjustments as necessary.

  • Over time, as your team interacts with the predictions, the system learns from these interactions, becoming increasingly accurate and tailored to your business.

This feature is available to all our valued merchants. If you don’t initially see any predicted contact reasons, it may indicate a lack of labeled tickets in your system. Our AI relies on historical data for accurate predictions, so having enough labeled tickets will optimize its performance.

Stay tuned for more updates, and please feel free to reach out to our support team with any questions or feedback.