Emma is an AI bot powered by GPT-4, OpenAI's most advanced AI model. It's designed to provide fast, reliable, and accurate answers based on your existing support content. No training is necessary - simply integrate it with your Help Center, and you're good to go.

The key features include:

  • Holding complete support conversations
  • Providing accurate answers based on your existing support content
  • Passing more complex questions directly to your human support team
  • Requiring zero training – just point it at your Help Center or other external content and set it live

How does it work?

Emma is powered by AI Answers and your own Custom Answers.

AI answers are pulled from your Help Center or external content. With AI Answers, as your support content improves, Emma's resolution rates do too.

For even greater control over Emma's response, create Custom Answers with follow-up actions and rules to take each customer down the right path. Custom Answers let you build bespoke answers for increased accuracy, consistency, and specificity, especially when you want to include rich media in your responses.

Setting Up Emma

Follow these steps to set up and start using Emma:

  • Navigate to Settings > Bots > Emma page.
  • Enable Emma.
  • Enable Bot Intro and configure it (optional).
  • Enable Follow-up and configure them (optional).
  • Navigate to Support > Emma > AI Answers and set it up.
  • Configure Emma to use the content you want it to base its answers on. This can be from your Gist Articles or external content accessed via public URLs.

Routing to Human Support

For complex queries that Emma may not be able to handle,  it can route it directly to your human support team. Emma collects important customer details and asks necessary clarifying questions before the handover, ensuring a smooth transition and saving your team's time.

Built-in Safeguards

Emma includes safeguards to ensure it provides answers based on your specific support content. This improves accuracy and minimizes hallucinations. You can review Emma's conversations and responses in your Inbox to maintain oversight.

Reporting and Metrics

To evaluate Emma's effectiveness, a performance report is available. This report provides insights into how Emma impacts your deflection and resolution rates.

In using Emma, you're providing faster and more accurate customer support and ensuring a smooth handover for more complex queries. Regular monitoring and report review will ensure Emma continues to meet your customers' needs effectively.