Last Updated on September 12, 2025 by Holland Rocha
Delivering great customer experiences means balancing efficiency with personalization. That’s why we’ve rolled out new updates to Re:amaze that make smarter AI customer interactions possible. Alongside these AI upgrades, you’ll also find new customization options to give customers clearer, more engaging interactions from the very first touchpoint.
Smarter AI Customer Interactions
We’ve made some big improvements to our AI to help you work faster and more effectively. The AI context that was previously used to help with message generation and FAQ articles is now being applied to a whole lot more. This means Re:amaze’s AI is now smarter across the board and can provide more accurate, on-brand responses for these features:
- Response Templates
- Quick Response
- Appointment Bot & Shopper Bot
- Suggested Responses
- AI FAQ Bot
New Custom Article Previews
We’ve added a new way for you to control how your knowledge base articles appear to customers. You can now add a custom article preview for each of your help articles. This is a short preview text that will be shown in article listings and search results, giving your customers a better idea of the content before they click. This helps them find the information they need even faster and improves the overall self-service experience.
There is a 300-character limit for the preview. You can add one when creating a new FAQ article, or to an existing one by going to the “Articles” section and searching for the article you want to update.
Enhanced Customization for Classic Live Chat
We know that a little personalization goes a long way. That’s why you can now add a greeting prefix to your Classic Live Chat channel. This works just like an email greeting, automatically inserting a personalized welcome message like “Hi {{ customer.friendly_name }},” to your first response to a customer. It’s a small touch that helps create a more welcoming and personal conversation right from the start.
This greeting will show up on the first message or if the customer hasn’t chatted in two days. To set it up, go to Settings > Chat and Office Hours > Brand and you’ll find the new field under your CLC settings.
A More Natural AI FAQ Bot
We’ve improved how the AI FAQ bot communicates with customers. Previously, the bot might have used phrases like “The content doesn’t mention…” when it couldn’t find a direct match. With the latest update, it now responds in a more natural, conversational way—like a knowledgeable employee would. This makes interactions feel smoother and more human, helping your customers get clear answers without unnecessary phrasing.