Streamline Customer Service with AI Powered Support Skills

Streamline Customer Service with AI-Powered Support Skills

What are Support Skills? Support Skills are AI-driven automation features that help manage customer service inquiries efficiently. These intelligent capabilities identify and resolve common support requests through your chatbot, reducing the need for human intervention and providing instant assistance to

customers 24/7. Each Support Skill targets a specific customer service scenario, offering tailored solutions to handle repetitive support tasks such as order cancellations, address changes, and order tracking—all without requiring your support team's direct involvement. How Support Skills Work

Support Skills operate by

Detecting customer support requests in real-time conversations Following your pre-configured business rules and policies Handling the entire support workflow from request to resolution Seamlessly escalating complex cases to human agents when needed Providing instant solutions to common customer inquiries

Who Can Access Support Skills?

Support Skills are available to merchants on

Support Agent plans Concierge plans Note: If you're on a Sales Assistant plan, you'll need to upgrade to access Support Skills. The Support Agent plan includes all Support Skills features, while the Concierge plan includes both Sales and Support Skills. Available Support Skills Rep AI offers a comprehensive suite of Support Skills to address different customer service

scenarios

Cancel Order: Allows customers to request order cancellations. The AI handles the flow

1. using merchant-configured rules.

Change Order Address: Enables customers to update shipping addresses for orders that

1. haven't shipped yet.

Order Status: Answers "Where is my order?" queries using real-time or static fulfillment data.

1. Locate Order Number: Helps customers find their order number when they don't have it
2. readily available.

Returns / Exchanges: Manages product return and exchange requests according to your

1. store policies.

Subscriptions: Allows customers to manage their subscription plans, including pausing,

1. skipping, or canceling.

Damaged Order: Handles reports of damaged products, collecting necessary information and

1. initiating appropriate actions.

Answer Emails: Automatically responds to incoming email tickets with AI-generated answers

1. based on your business rules.

Repeat Last Order (Coming soon): Enables returning customers to quickly re-order

1. previously purchased items.

Managing Your Support Skills

Each Support Skill can be individually controlled through

Toggle Switches: Easily enable or disable each skill with a simple toggle. Settings Button: Configure detailed options for each skill by clicking the Settings button, including special instructions and business rules. Viewing Performance Analytics

To understand how your Support Skills are performing

Click on "View analytics" at the top of the Support Skills page

1. Monitor key metrics such as:
2. Resolved by AI: Percentage of support interactions handled entirely by your AI

Handled by Humans: Percentage of conversations escalated to human agents Question-Answering Rate: Success rate of AI responses to customer questions Deflected Support Tickets: Number of customer support conversations fully handled by AI Potential Savings: Estimated cost savings from AI-handled support tickets

• Use these insights to fine-tune your approach and maximize the effectiveness of your AI

support assistant. Getting Started with Support Skills Navigate to the Support Skills section in your Rep AI dashboard

1. Review the available skills and their descriptions
2. Click "Activate" to enable skills you want to use
3. Configure each skill's settings according to your business policies
4. Monitor performance regularly and adjust as needed
5. Troubleshooting

Why can't I access Support Skills? You may be on a Sales Assistant plan. Upgrade to a Support Agent or Concierge plan to access these features. Why isn't a specific Support Skill working? Verify that the skill is toggled ON Ensure the skill is properly configured in Settings Check that your store's API connections are working correctly

How do I optimize my Support Skills performance? Regularly review your analytics to identify which skills are most effective Experiment with different policy settings and approach instructions Ensure your order management system is properly integrated with Rep AI For additional help with Support Skills, contact our support team or explore our advanced

configuration guides for each specific skill. Can't find what you're looking for? If you need support features beyond what's listed, use the "Request" button at the bottom of the Support Skills page to suggest additional capabilities.