Smart Replies With Integrated Artificial Intelligence

Infuse some Machine Learning (ML) and Artificial Intelligence (AI) into your help-desk and support operations. 

Infuse some Machine Learning (ML) and Artificial Intelligence (AI) into your help-desk and support operations.  The current pace of AI and ML is making these technologies more accessible via SAAS platforms. In order to tap into these new capabilities we’ve created this add-on which uses these new platforms to bring direct benefits to your help-desk.

By automating the replies that are sent back to users for simple inquiries you can free up your agents time to handle the more complex tickets.  You can now handle more tickets with the same number of agents!  And, you can send smart automatic responses directly from your support system to your users, even when your agents are not present.

Facebook Messenger users, your website users and anyone submitting a new ticket can now get instantaneous responses to their questions.

Benefits

  • Provide immediate responses to users even when agents are not immediately available
  • Free-up your support staff by automatically responding to common queries from users
  • Having your own chat-bot puts you on the cutting edge of AI, ML and FB tech which creates a positive impression for your customers

How It Works

This add-on performs the following major functions:

  • Automatically send intelligent replies to new tickets by searching any of your WordPress resources such as Documentation, FAQs and Blog Posts
  • Implement a chat-bot on your own website
  • Extract relevant keywords from new tickets by linking to Google’s Natural Language API powered by its Artificial Intelligence cloud services (optional)
  • Automatically send intelligent replies to FB Messenger messages received from your Facebook page (optional)
  • Create even smarter responses by linking to Google’s free Dialogflow (API.ai) service powered by its Artificial Intelligence cloud services (optional)
  • Automatically search your support system components for matches to user queries that are received – and send them back as possible solutions to questions posed by users
  • Create fixed responses for “small talk” such as “Hi” or “Hello” or “What are your hours”
  • Allow users to open new tickets when the automatic responses are not enough

Handle Inquiries from Multiple Sources

The Smart Replies add-on take user inquiries from five sources and sends back automatic responses with relevant information.  These sources include:

  • The standard ticket form (new ticket)
  • A chat-bot widget on your website
  • Facebook Messenger
  • New Tickets from the REST API
  • New tickets from a Gravity Forms custom ticket form

Use Multiple “Data-stores” to Search For Relevant Information

You can configure the Smart Replies add-on to search one or more data-stores to create a set of links with useful information that can be sent back to the user.  The following data-stores can be searched:

  • Awesome Support FAQ and DOCUMENTATION
  • Any WordPress Custom Post Type  (this allows you to search some 3rd party knowledge bases)
  • A Smart Replies local list of responses based on keywords you specify
  • Google’s Dialogflow service (formerly known as API.ai) – this is your AI and ML data engine

Easy Introduction to Artificial Intelligence and Machine Learning

You can configure this add-on to search your FAQs, DOCUMENTATION and BLOG for answers to user queries – without any AI setup required.  Then, when you are ready you can add some Machine Learning smarts to it. The Google DialogFlow service (formerly API.ai) gives you an easy interface to set up machine learning AI rules for your business.  Check it out here: www.dialogflow.com

Smart Replies for New Tickets

The Smart Reply module of this add-on allow you to automatically search for and send relevant links back to the user in response to new tickets. As soon as a new ticket is received, Awesome Support will perform a search and return an immediate reply to the user with relevant links.

Learn more about how Smart Replies work in the documentation.

Implement a Support Chat-bot On Your Own Site

You can enable a smart chat button on your website so that users can submit questions that are answered automatically via search.  Numerous options give you control over the behavior and look-and-feel of the chat-bot. See the documentation here.

Interface directly with your Facebook Page

Configure the components that participate in search

Configure small-talk keywords

Link to Google’s Dialogflow (formerly API.ai) service to inject some SMARTS into your agent-free chat-bot

Start Small, Go Big Later

If the idea of AI and ML is still scary, you can certainly get started without it. The add-on will function without any connection to Facebook or Dialogflow.  You can simply configure it to search your local WordPress resources (such as FAQ or DOCUMENTATION) or set it up to return specific messages you specify in response to keywords.

Smart Value

This add-on is really three add-ons in one:

  • Facebook Messenger Chat-bot
  • Smart Replies For New Tickets
  • Smart Chat-bot for your website

At just $49.00 for a single site, its is an amazing value.  But, as we increase the smarts and deepen the AI and ML functionality in the future, we fully expect the price to rise dramatically.  So picking up a license now just might be the smartest decision you make today!

Awesome Support Consulting Services

When venturing into the field of AI you might need some help in getting things configured properly.  Our hourly services can help with that – pay for as much or as little as you need.  Purchase “blocks” of service hours for discounts on our regular hourly rate.  Or let us quote an entire end-to-end project for you to get you up and running FAST!

No Technical Support Notice

Note:  This particular add-on does not include technical support.  This is a very powerful add-on and can bring tremendous efficiency to your support operations. But technical support is NOT included in the purchase price. This is because Facebook requires you to access their developer portal to configure chat bots which is a multi-step process.  And configuring Google Dialogflow can also be a multi-step process. Given the low price for this product it is not economically feasible to spend the large number of hours it might require to walk each individual user through the process of configuring these integrations.  However, we are happy to do so on a time-and-materials basis using our standard hourly rate.  Feel free to contact us via our contact form and we can start the discussion of how we can best assist you on a time-and-materials basis.   Note that you are still entitled to automatic updates for the duration of your subscription – only technical support is excluded.  And we have created detailed documentation on setting up these integrations.

 

Purchase options

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

Add to Cart

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Basic System Requirements

  • WordPress Version 4.4 or later
  • Awesome Support Version 5.8.0 or later
  • PHP 5.6, (7.1 or later recommended)

Additional Requirements

  • Google Dialog Flow Account (optional)
  • Google Natural Language API Account (optional)
  • Facebook page (optional)
  • A WordPress hosting account that has enough resources to provide fast searches of post types.  Facebook is not patient!

Documentation

Purchase options

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

Add to Cart

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Recurring Subscription Notification

The pricing for this (and most other add-ons) is set as a subscription by default. However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments. However, you should be aware that, as with all software, a future update of any of WordPress / Awesome Support Free Core could include a breaking change. At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.

To cancel your subscription:

  • Credit card or stripe users- just go to your MY ACCOUNT page on our website.
  • Paypal users - cancel from directly inside your Paypal account.

This notice does not apply to service products such as custom programming or to free plugins.

Related Articles and Videos

Unfortunately no related articles are available for this product right now.

Changelog

New: Now requires Awesome Support version 5.8.0 or later.

Version 4.2.0

  • New: Requires Awesome Support 5.8.0 or later
  • Tweak: For icon changes related to AS 5.8.0

Version 4.1.2

  • Fix: Update all libraries to their latest version

Version 4.1.1

  • Fix: Store Google natural language tags after the first call instead of calling them every time the ticket was pulled up.
  • Fix: Javascript error that was being thrown.
  • Tweak: Add link to bottom of ticket in admin to allow GNL tags to be recalculated

Version 4.1.0

  • New: Optionally use Google Natural Language APIs to extract keywords to drive the search functions. Using just the extracted keywords to drive the search functions generally makes the search more accurate.
  • New: Exclude posts from search using either the post id or the post date.

Version 4.0.2

  • Fix: Return more than 3 results when using smart chat
  • Fix: A setting for the smart chat input text box was not being respected.

Version 4.0.1

  • Fix: Disabling the smart-chat toggle did not disable the widget on the front-page of the website
  • Fix: The Dialogflow (api.ai) webhook was incorrect when installed on a multisite version of WordPress
  • Fix: Settings for font/color/size of text was not working for the chatbox title
  • New: There are now separate settings for the font/color/size of text used in the user message box

Version 4.0.0

  • New: Smart Replies when new tickets are received
  • New: Smart chat on WordPress site - you can now choose to send smart results to FB Messenger or your own website chat box or both
  • New: Product name has been changed to SMART REPLIES and associated filenames have changed as well
  • Tweak: Rearranged settings tabs to accomodate new features - now uses FOUR settings tabs
  • Tweak: Settings terminology changed for certain items
  • Tweak: Renamed API.ai to reflect Google's new name - Dialogflow

Version 3.0.0

  • New: When using API.ai as the data source, allow it to access our post types as well.

Version 2.0.0

  • New: New search source - API.ai to bring artificial intelligence into the mix!
  • New: Added ability to set multiple keywords for the same response. So, "hi", "hello" can be set up as one response instead of two.
  • New: Additional search types when evaluating keywords including options for SIMILAR TEXT and REGEX

Version 1.2.0

  • Strip punctuations before searching posts
  • Added fallback message in case no matches found
  • Added option to match exactly or use "contains" type matches for keywords

Version 1.0.1

  • Added this readme-file
  • Fixed product names
  • Added licensing item id

Version 1.0.0

  • New: Initial Release