Awesome Support Smart Replies With Integrated Artificial Intelligence

Description

The Smart Replies With Integrated Artificial Intelligence addon intercepts every new ticket opened in Awesome Support, automatically searches FAQs, documentation, blog posts, and custom post types, and returns relevant links to the customer even before an agent takes over the service. With integration to Google Dialogflow and Google Natural Language API, the module extracts keywords from the submitted text, triggers predefined responses for short greetings, and also powers a chatbot embedded on the site or Facebook Messenger.

Main Features

• Automatic response to new tickets: queries the registered content sources and sends reading suggestions to the user as soon as the ticket is opened.
• Multiple search sources: indexes FAQ, documentation, blog posts, and selected custom post types in the panel to feed the suggestions.
• Connection with Google Dialogflow: integrates the conversational agent via webhook to process intents and handle richer dialogues.
• Keyword extraction by AI: uses Google Natural Language API to identify relevant terms in the ticket body and refine the search.
• Chatbot and Facebook Messenger: delivers the same response engine in a widget on the site and in Messenger conversations, as well as receiving tickets via the REST API and Gravity Forms.

Benefits of Smart Replies With Integrated Artificial Intelligence

• Less queue for agents: recurring questions receive immediate answers, allowing the team to focus on cases that truly require human service.
• 24-hour service: users obtain immediate guidance even outside business hours, with the option to open a formal ticket if the automatic response is insufficient.
• Reuse of already published content: existing articles and FAQs generate value again by being served as contextual responses to customers.
• Expanded capacity without new hires: automatic screening enables handling more tickets with the same number of agents.

Who Is It For?

• Support teams that receive a high volume of repetitive questions and want to reduce the average response time.
• Operations that already maintain a knowledge base, FAQ, or documentation published in WordPress and want to transform it into automatic responses.
• Businesses that offer service through multiple channels, including site, Facebook Messenger, and external forms such as Gravity Forms.

Recommended for support teams that use Awesome Support and want to automate the initial screening of tickets with AI, increasing service capacity without growing the team.

Frequently asked questions