Hivinq AI Assistant Drafts Customer Support Responses in Slack
By
Vishal DS
Sat on the counter overnight. Well past its best.
Summary
Hivinq introduces an AI assistant for customer support in Slack that addresses common hesitations about AI bots by drafting responses for human agents rather than replying directly to customers. The system uses product knowledge to generate draft responses, and if answers are inaccurate, team members can provide feedback, allowing the AI to observe threads and learn from corrections.
Key quotes
· 3 pulledA lot of teams are hesitant to adopt AI customer service bots due to their inauthenticity in replies, hallucination, etc.
So instead of replying to the customer directly, Hivinq drafts responses for the customer support team using it's knowledge about the product.
If the drafted answers are inaccurate, team members can let it know and it will observe the thread to learn and correct itself.
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