In daily business communication, customer service representatives need to quickly grasp customer needs and issues. To facilitate this, SHOPLINE has introduced the AI Smart Summary feature. This feature utilizes efficient algorithms to swiftly summarize and analyze customer conversation records, assisting your customer service team in saving time, enhancing work efficiency, and ensuring service quality.
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Enable AI Smart Summary
Below are steps to enable AI Smart Summary:
- Go to SHOPLINE Admin > Channels > and click on Messages. Click the Go to settings button and you will see the Settings page.
- Navigate to the toggle of AI smart summary.
- After opening, the option Too many messages left unreplied would be set as default. You can adjust the settings to your preferences. Then, click Save to update the settings.
Triggering rules:
- Too many messages left unreplied: You can choose the number of messages to enable this function.
- No replies made for a long time: When a message remains unreplied for more than 12 hours, the AI will start to generate a summary.
Generate Smart Summary
When the rules are triggered, you will receive a notification on the merchant admin. Click on generate AI intelligent summary and the system will start generating a summary.
The summary will include key messages including the customer's phone number, payment receipt, shipping information, etc., a summary of the customer’s core requests and relevant information, and a reminder that the message is just for the merchant.
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