When Aide doesn't have the answer to a reasonable question, it now says so and offers to bring in your team, instead of passing the conversation on without a word about why. Customers know what's going on and what happens next.
How it behaves
- The answer isn't in your knowledge: asked for a sizing chart your help center doesn't have, Aide acknowledges the question, says it doesn't have that information handy, and offers to connect the customer with someone from your team. If they say yes, the conversation goes to your team as if they had asked for a person.
- Part of the answer is missing: Aide gives what it does know and is clear about the rest. For an order with no tracking number yet, it says the tracking number isn't available and offers your team.
- An order that's already cancelled or refunded: Aide says so plainly. When your knowledge says how long refunds take, it tells the customer when to expect the money; when it doesn't, it says it doesn't have that detail and offers your team.
- By email: an extra email asking "would you like me to pass this on?" would only slow things down, so Aide's email says what it doesn't have and your Handoff settings' follow-up line goes in the same email. Your team takes the conversation from there.
- When the offer isn't right: if Aide can't write a reply it is confident in, the conversation goes to your team as before.
- Your Handoff settings still decide: if you've turned off handing off when knowledge is missing, Aide doesn't offer your team and keeps the conversation as it does today.
- Reports: a conversation where Aide's last reply offered your team and the customer never answered is not counted as resolved by Aide. These conversations still count as knowledge gaps.
- Billing: in chat, the reply offering your team counts as an AI reply, like any other. The email that hands off is not billed, like every handoff message.
Also in this change
- A reply that said an order was cancelled and refunded and offered your team could be wrongly held back by Aide's own fact check, which then passed the conversation on without a reply. It now goes out.
- When a customer has only one order and it shows a refund or cancellation, Aide can mention it as "the order" without repeating the order number. Before, such a reply was held back as if Aide claimed to have refunded it.