Make customer support effortless with AI-powered chat that delivers instant answers and reduces support workload.

General functionality of the AI assisted chat

The AI agent knows how to responds to questions related to the delivery of the order e.g. about what the tracking events are. It can also direct the chat to a human (the merchant) if requested to do so. The agent uses a simple professional and friendly tone but further instructions may be given to the agent if a certain style or tone or other custom instruction is wanted.

Enabling the AI assisted chat feature

The setting to enable the chat can be found under myOGO2 setting in myOGO. 

Custom instructions

You may also give the AI agent some custom instructions if you would like it to communicate by using a certain tone or if you have some important information you always want to provide the user.

An example could be:

"Answer in a very friendly and casual tone and use words like abc and xyz when appropriate which are related to the brand.

If DHL is used as the shipping company and the customer asks about the tracking, mention also that the customer has chosen a great option since DHL is reliable and fast."

Using the chat

Ideally the chat is used as the 1st point of contact for all after-sales customer service. The AI agent is able to respond very well to 80 % of customer inquiries. And in case the issue cannot be handled by the agent, a request to get involved is sent by the software to the merchant.

Customer view

Customers will be able to use the chat on the OGOship tracking page. There is an AI widget on the page with which the user can initiate the chat.

The user may also add files e.g. a photograph. The entire chat and attachments will be saved to the individual order. The history will not be lost and the user and merchant can continue from where they left off.

Merchant view

All chats may be accessed from the myOGO2 service menu "Chat":

Opening a chat open the chat view. On this page you can see the ongoing chat with the customer:

You can write your response to the customer by using the what window.

Note: the software will also send an email to the customer if he is not online any longer. The chat can therefore be used as the main customer service channel regarding all after-sales matters.

Testing the chat

The "LIVE" button shows that the conversation is the actual discussion. 

Clicking the "LIVE" button enables a test mode which will not convey the actual message to the customer. This offers the opportunity to test the chat with a live order.

The chat history can also be manually removed after tests.