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Our team uses a knowledge base to answer common questions, but we still spend lots of time manually sharing links, especially in live chats during peak hours. For example:

  • When customers ask about ‘international roaming,’ we paste the same guide repeatedly

  • Questions about ‘data limits’ require digging through articles

We’re exploring ways to automatically suggest relevant help articles when certain topics come up in chats or emails. Questions we have:

  1. How do you balance automated suggestions with personalized replies?

  2. Can we trigger articles based on factors like a customer’s plan type?

  3. What metrics best show if this actually reduces reply time?

Hey there, 

Phoebe with the Front team.

I’d highly recommend using AI Answers in chat to help automate inqueries that involve simple requests that a Knowledge Base article can tackle. You can click the link to read more. 

To answer your other questions: 

  1. How do you balance automated suggestions with personalized replies? 

We recommend setting up a chatbot setup that allows visitors to reach an agent by asking directly or by using certain keywords. See here: Using Chatbots with Front chat. 

  1. Can we trigger articles based on factors like a customer’s plan type?

AI answers can’t but a chatbot can, if you have that information in Front as a contact field. More on that here: Branch by visitor data in chatbots

  1. What metrics best show if this actually reduces reply time?

The only way to really have good data on this is to ensure you’re collecting data before and after implementing, but we offer analytics on chatbot flows which you can read about here: Chatbot path analytics

Feel free to let us know if you have more questions about setup. 😁

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