Aide AI Support Automation for Zendesk Marketplace

What is Aide?

Aide is the simplest way to get accurate AI responses for agents to insert, automate repetitive macros, and use help articles to answer common customer questions with generative AI. It works out of the box with no configuration required. Aide analyzes customer messages to find possible automations and helps you configure AI to bring automation and efficiency to your support operations.

How does Aide work?

Aide learns from past conversations to identify common topics and generate accurate AI drafts for agents to insert with one-click or auto-reply with macros or text to customers.

Aide supports a gradual automation strategy to help you reliably deploy AI, by first drafting accurate responses for agents to reduce handle times and help your team build confidence in AI. Once you've decide which types of conversations to fully automate, Aide helps you create the most suitable strategy for each type of conversation.

Topic detection: Put every incoming message into a bucket and then decide if you want to assist agents with drafts, automate it with a workflow to ensure that the right actions are taken, or use an AI bot to handle it.

Ticket automation: Automate macros and collect ticket or user fields for every ticket based on business policy. Aide can combine different macros to answer all questions if the information exists.

Run on backlog: If tickets pile up Aide can process the backlog to clear it.

Agent panel (inside Zendesk): to generate accurate AI drafts for human agents to insert with one click, reducing handle times.

Generative AI responses over chat and email: Train Aide on macros, past tickets, with safety guardrails (only answers relevant questions and only provides accurate, meaningful answers). You can add specific LLM instructions for Aide to follow.

Add generative AI bots to your website or online portal: Embed Aide on your website, with customizable brand tone, description or use them inside Zendesk for any type of ticket or channel in Zendesk.

Full reports: See Aide performance reports outlining most common topics detected, automations executed, drafts used, and bot handled conversations.

Easy to Train: train Aide with macros, past tickets, help articles, and add custom AI instructions to make sure it performs as expected and maintains 99% accuracy.

Integrated Feedback and QA reports: You can thumbs up or down every action Aide takes to teach the model and improve accuracy on your data.

Slack Alerts: Monitor AI performance to ensure accuracy and coverage is maintained.

Integrate with Shopify or CRM: Connect Aide directly to Shopify or your CRM to read customer data to accurately personalize responses or perform actions.

Knowledge import: import your existing help articles or documentation for AI to draft or send responses.

Support Multiple Brands: Use one Aide account for every brand you have to simplify management. We understand the needs of advanced teams and Aide is designed to help scale AI into every aspect of your Zendesk approach regardless of complexity.

Support Multiple Languages: Aide is multilingual by default and supports common languages like English, French, German, Spanish, Portuguese, Dutch, Danish, Italian, and more!

How do I train Aide?

Every bit of data you add helps improve Aide, including macros, help articles, examples of customer messages for every topic. You can provide specific LLM instructions for Aide to follow and improve accuracy. You can also thumbs up or down every action or suggestion that Aide makes to improve.

How do I speed up agent handle times?

Aide presents consistently accurate AI drafts for agents to quickly insert, saving them time. Each response is fully personalized for each customer and their individual situation based on your business policy. When you consistently see Aide generate accurate responses, you can then set Aide to auto-reply to similar tickets in the future.

How do I setup automations?

1 - Macro automation: When Aide identifies a topic, it can auto-run a macro on that ticket, including actions such as tagging, leaving a comment, or sending a response. If you are not ready to auto-reply to customers, Macro actions can be provided as a suggestion to agents in the Agent Panel (on the side inside Zendesk). You may use your existing macros, or create new ones. To make sure the right macros are used, you can create workflows based on Zendesk fields and if the conditions are true, then the macro is applied. You can also configure a custom greeting and signature. Responses can be multilingual.

2 - Fully generative AI (with 99% accuracy) - use generative AI that is compliant with your business policies based on your macros, past conversations, and knowledge base.

How can I get started?

Aide works out of the box, we are happy to work with you and setup custom automation triggers based on ticket fields or user fields tailored to your business!

Where can I learn more?

Feel free to install Aide now and try a free trial! You may also visit our website or see our pricing.

Try Aide now to see how a full range of AI capabilities can be uniquely useful to you.