[Coming Soon] AI Chat Insight

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SHOPLINE introduces the "AI Chat Insight" feature, where the system helps arrange frequently asked customer inquiries and provides recommended replies. You can also add your own auto-reply messages to enhance operational efficiency.

This article will cover the following:

 

1. AI Chat Insight interface

In the SHOPLINE Admin, go to [Social Commerce] > [Message Center] and select [Smart Assistant] > [AI Chat Insight] to view the customer inquiry scenarios and customer suggestions.

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i. Top customer inquiry scenarios

a. Time range

Supports viewing data from "Last month" or "Last week" (Data updated daily at 00:00).

b. Ranking, Scenario name, and Mention count

Displays the top customer inquiry scenarios within the selected time range*, along with the number of times each scenario is asked. The most frequent scenarios are listed at the top, from most to least frequent.
*For example, if customers frequently ask "Is there a free gift?", or "What is the free gift?", the system will categorize these inquiries under the "Free gift availability" scenario.

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c. Recommended reply

The AI will analyze your previous responses to the topic and suggest a reply based on commonly used answers in the industry.

*Note: Currently, the "Recommended reply" feature is only available for specific merchants.

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d. View original

Click View original.

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Display the original text that the customer sent. Click the "eye" icon on the right.

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It will direct you to the instant message tab and display the chat message. Click to enter the conversation window.

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e. Add auto-reply

You can set an auto-reply for these scenarios. When customers ask similar questions in the future, the system will reply with the auto-reply you set. 

First, click Add auto-reply.

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Complete the following settings. Then, click Confirm.

  1. The system will apply the recommended reply by default. You can customize or select it from the Content library.
  2. Select the channel that will trigger the auto-reply.
  3. Select whether to enable this auto-reply.

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The auto-reply is added successfully.

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f. Add quick reply

You can set a quick reply for these scenarios. When customers ask similar questions in the future, you can directly select and send the reply.

First, click Add quick reply.

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Complete the following settings. Then, click Save.

  1. Insert the title.
  2. The system will apply the recommended reply by default. You can customize it.
  3. You can add up to 10 images.
  4. You can set this reply as a general reply. All the store employees will be able to see this reply template first.

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The quick reply is added successfully.

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g. View more

AI Chat Insight page currently supports displaying up to 5 customer inquiry scenarios. Click View more to see more scenarios.Screenshot 2024-04-08 at 9.55.06 AM.png

 

You can select the scenario type to filter the relevant inquiry:

  • Order
  • Event
  • Payment
  • Shipment
  • After-sales
  • Others

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ii. Customer suggestions

Displays the suggestions sent by customers within the selected time range.

  • Click "View original": Direct you to the instant message tab and display the chat message. Click to open the conversation window.
  • Click "View more": Display all suggestions.

*Note: The "Customer suggestions" feature will continue to be optimized. If some messages are not recognized successfully, it means the database does not yet have data similar to that suggestion.

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2. Inquiry scenario in "Auto-reply to similar questions"

When creating an "Auto-reply to similar questions" in [Smart Assistant] > [Chatbot], the system will display the inquiry scenario from AI Chat Insight, to help you create an auto-reply for these scenarios.

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