Re:amaze Product News
October 24, 2023
Allowing your customers to vote on the effectiveness of your FAQ articles can be a great signal for how well put-together your FAQ content is. However, it’s likely that over time, your FAQ article content will be updated over time to be more accurate and more succinct. When articles are updated in a significant way, it may be necessary to update the vote count to more accurately reflect the current state of the article. You can now do so in Re:amaze FAQs! When needed, simply click on the (reset) button to clear existing votes and have a fresh start. But don’t worry, old article votes will not be cleared out completely and can be found in the article edit history. The post Reset Article Vote History in Re:amaze FAQ appeared first on Re:amaze Blog.
October 10, 2023
We’ve made AI even easier to use with Recommended Responses! When customers write in, our AI assistant will follow along and chime in at the right time when a suitable answer can be provided. Recommended Responses works very much like our AI FAQ Bot where it intakes your customers’ questions, your replies so far, and attempts to find a match in your FAQ database. It will then present the response to you in a formatted way so you can readily use it as a reply. Please bear in mind that Recommended Responses is not perfect. No AI engine is. Our team is working tirelessly to optimize the overall model to provide you and your team with more accurate replies. If you’d like to give it a try, there’s nothing you need to turn on. The only prerequisite is that you have a variety of FAQ articles and topics published in your Re:amaze account. When the Recommended Response pops up, simply click “Use this response”. You’ll always have a chance to edit the details before you send. Please reach out to our customer care team if you have any questions, concerns, or feedback about any of our AI capabilities! The post Get a Recommended Response to Customers with AI appeared first on Re:amaze Blog.
September 13, 2023
Announcing a small but useful update to Re:amaze advanced search capabilities! You can now select multiple tags in order to search for conversations containing the tags you’ve selected. The post Multi-Select Conversation Tags appeared first on Re:amaze Blog.
September 13, 2023
Re:amaze Chat is now more powerful than ever! You can now improve the odds of generating more engagement from website visitors with Conversation Starters. Conversations Starters is an integral component of Re:amaze Chat’s greeting message system. Let’s go over the changes and updates. Greeting Message The greeting message can be displayed in several different formats including as a Cue. As the first message customer sees when they arrive on your website, it’s incredibly important for this message to be welcoming and informative. If you’re unsure what to write, simply click on the “Suggest message” prompt to let AI take over. Tell AI what you want it to say and you’re off to the races! Conversation Starters Conversation Starters are actionable buttons that website visitors and customers can click on to immediately start a chat conversation with you or your team! When conversations are started this way, prompts within the actionable buttons are carried over to the conversation so your team can be better prepared to help customers with exactly what they need help with. You can add up to 6 actionable button prompts and provide the content manually or leverage the help of AI to generate them. AI-generated prompts can be edited to your liking after they’ve been generated. The post Introducing Conversation Starters for Re:amaze Chat, Powered by AI appeared first on Re:amaze Blog.
September 11, 2023
Great news! We’ve made some significant changes to that Re:amaze Chat Widget’s greeting message system. The first major change is that we no longer support the “Notification” type greeting message. Notifications are now Cues, which are more powerful in the sense that they’re now actionable by your customers, allowing you greater control around how they can engage with you and your team. In addition to greeting messages getting updated to Cues, you can now add actionable items called “Conversation Starters”. By default, we provide you with two very standard conversation starters: “I have a question” and “No thanks”. Customers who click on these will automatically start a conversation with you. However, you can now add up to 5 custom conversation starters as shown below. These conversation starters allow your team to obtain more context about what a customer needs help with and it’s highly recommended that you add these starters so customers feel more involved with the conversation. In addition to manually entering conversation starters, you can also use our AI-powered content generation to populate these starters. Simply click on the “Suggest a few starters” button and AI will recommend a few common starters for your specific use case (as shown below). You’ll have the opportunity to edit any AI-suggested starters before publishing your chat widget to a website or web app of your choice so there’s no harm in trying it out! In terms of next steps, we’ll be making a few more updates to conversation starters to allow greater control when it comes to automated replies. We’ll keep you posted as these developments take place. The post Better Customer Engagement with Actionable Cues and AI-Generated Content appeared first on Re:amaze Blog.
August 25, 2023
Due to recent changes to Twitter’s policies on third-party Application Programming Interface (API) integrations, the ability to connect your Twitter account to Re:amaze is no longer supported. This means you will no longer be able to access your Twitter account in Re:amaze to receive and respond to tweets directly from your Re:amaze dashboard. Twitter ended free access to its API and dramatically changed the terms and pricing of the Twitter API. We’ve attempted to work with Twitter in good faith to negotiate terms, but we haven’t been able to reach an agreement. This is the reason why the Twitter connection is no longer supported. Do I have other options? Moving forward, Re:amaze will begin support for connecting to your custom X (Twitter) application to pull in posts and Direct Message interactions. Your X (Twitter) application will need to be at least on the Basic App tier and registered as an X (Twitter) Project within the X (Twitter) Developer Platform. To learn about how to connect X (Twitter) to Re:amaze as a channel, please read this article. If you have any questions, please reach out to our support team at email@example.com. The post Twitter Integration Is No Longer Supported appeared first on Re:amaze Blog.
August 25, 2023
Introducing The New Re:amaze AI FAQ Bot Re:amaze FAQ is one of the most popular and powerful features which comes bundled with every Re:amaze subscription. Not only can the FAQ be hosted on its own page and attached to your Re:amaze Chat widget, but it can also be embedded within your website or web app. As one of the most frequented content assets for any business, having an FAQ is essential for efficient education and engagement of your customer base. Today, we’re announcing yet another AI feature that enhances an existing Re:amaze feature: the FAQ Bot. By leveraging the power of generative and interpretive AI, the FAQ Bot, which used to use basic text and key-phrase matching to display relevant articles to customers, can now understand exactly what your customers are looking for, converse with them, and suggest articles more accurately than ever before! FAQ Bot vs. AI FAQ Bot Here’s an example of the regular FAQ Bot (without AI). When your customer asks a question, the FAQ Bot is able to trace the keywords and match up with relevant content in your Re:amaze FAQ. While incredibly useful, the FAQ Bot is only able to provide links to those articles without further elaboration in terms of content. Here’s the same customer question with the AI FAQ Bot enhancement. Not only is the AI FAQ Bot able to pick out the exact article, but it was also able to provide the customer additional information in the response to help save them time. Most importantly, it’s able to help you and your team reply to the customer without additional support. Turning on the Re:amaze AI FAQ Bot Before turning on the AI FAQ Bot, please note that there are certain requirements you need to fulfill. You must have a Re:amaze FAQ with articles published in the Public state You may only use either the FAQ Bot or the AI FAQ Bot but not both at the same time. To access the Re:amaze AI FAQ Bot, please head over to Re:amaze Settings and then to Chatbots. Next, click on “Manage Bots” and check the “AI FAQ Bot” box. Make sure to drag and drop the AI FAQ Bot to the position you prefer and that’s it! As you continuously update your FAQ, the AI FAQ Bot will update and learn its contents automatically. It’s a completely hands-off process. The post Introducing The New Re:amaze AI FAQ Bot appeared first on Re:amaze Blog.
August 02, 2023
We’ve added a brand new AI feature to Re:amaze that allows you to ask any question about a conversation. Questions and Answers can be found below the Conversations Summary feature, which is also powered by AI. Some good questions to ask include things such as: What is the customer sentiment in this conversation? Was the customer problem resolved? Does the customer need further follow up? What does the customer need? Questions and Answers can be a powerful tool alongside Conversation Summary since it allows you and your team to ask more detailed questions around a summarized conversation. This can save you valuable time during a busy day! Questions and Answers is available now as part of Re:amaze AI’s suite of features. Enjoy! The post Questions and Answers with Re:amaze AI appeared first on Re:amaze Blog.
August 02, 2023
Creating response templates in Re:amaze has never been easier! Now powered by AI, response templates can be created based on a simple prompt of what you want the template to convey. Simply start with a list or short paragraph of what you want the template to include and then click on the “Improve what I’ve written” button to have AI do the rest! After a few seconds, AI will take your input and update it to a template that can be saved for use during a conversation. You can continue editing the template to fit your needs or revert back to the original content. The post Create Response Templates with AI appeared first on Re:amaze Blog.
July 27, 2023
You can now translate incoming messages into the language of your choice! Best of all, this feature is powered entirely by AI. To get started, go to your Re:amaze account’s personal settings and set your language preference. This is not required as Re:amaze will default to your browser’s language setting for translation purposes. When customers message you in a language that differs from your default language setting or browser language setting, a “Translate” option will appear underneath the message itself. Click on “Translate” and let AI handle the rest. Once the message is translated to your language of choice, you may also show the original message and vice versa. The post Translate Messages with AI appeared first on Re:amaze Blog.
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