When a shopper asks something open like "what do you recommend?", Aide now shows a few products and asks what they're after, instead of passing the chat to your team. When Aide can't get an answer right after two tries, it asks the shopper a short question rather than handing off.
How it behaves
- "What do you recommend?" with nothing else to go on: Aide shows two to four products that fit what it can see (their cart, the product or collection they're browsing, what they said earlier) and asks one question about what they're looking for.
- Products already in the cart: never recommended again. When the shopper asks about their cart itself, Aide can still show what's in it.
- An answer that needs another try: when Aide's own check asks it to fix a reply, it fixes only that part and keeps the rest, so a good product suggestion isn't lost because one line about another product was off.
- Still not right after two tries: Aide asks the shopper a short question about what they need, checked like any other reply. If that question doesn't pass the check either, the chat is handed to your team as before.
- Orders: when Aide has just made a change to an order, a failed reply still goes to your team, so a person reports what happened.