Optimization Tips for Merchants Using Shelly AI Chatbot
Want to make your Shelly AI Chatbot a customer service superstar for your Shopify store? This guide shares simple strategies to balance AI and human support handoffs and tips for monitoring based on user feedback to keep your chatbot on point.
Strategies to Balance AI and Human Support Handoffs
Shelly AI can handle most customer questions, but sometimes you need a human touch. Here’s how to balance the two for a smooth experience.
Know When to Use AI: Let Shelly AI tackle simple queries like 'How long is shipping?' or 'Track my order'. It’s fast and consistent for FAQs, order tracking, or product info.
Set Up Handoffs: Create clear triggers for human support.
Steps:
- In 'Chatbox Configuration', go to 'Preset Questions'.
- Add a preset like 'Meet a human agent' with a response: 'Email support@shelly.co, and we’ll get back to you ASAP!'.
- Save and test in the preview pane.
Example: A customer asks 'Can you customize my order?'—Shelly AI directs them to email support.
Smooth Transitions: Write friendly handoff messages to avoid frustration.
Example: 'This one’s a bit tricky! Email support@shelly.co for personalized help.'
Track Handoffs: Check 'View Chat' to see how often customers need human help. If it’s frequent for certain questions (e.g., 'Returns'), add new FAQs to reduce handoffs.
Tip: Aim for Shelly AI to handle 80% of queries, saving human support for complex issues like complaints.
Quick Tips
Set clear handoff triggers for complex queries to keep customers happy.
Check feedback regularly to catch issues early.
Update FAQs based on negative feedback to reduce human support needs.
Test all changes in the preview pane for a smooth rollout.
With these tips, your Shelly AI Chatbot will handle most queries like a pro while keeping human support ready for the tough stuff, all based on what your customers tell you!
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