Elevate and empower your support team

Support teams are often overlooked when it comes to upgrading tech stacks, most organizations go straight for customer support tools that tend to ignore the foundation of crafting amazing customer experiences i.e. your support agents. We realize that it’s important to empower your support teams with effective tools that can make them productive and efficient. As long as your support team isn’t efficient, customer support won’t be as effective as it could be.

Threado AI is a customer support agent co-pilot that helps companies reduce support handle time, improves response quality, and makes it easy for agents to find the right resolution instantly thus enhancing the customer experience. For customers, the Threado AI bot makes self-service easily deliverable to customers because it can be trained on multiple data sources including multiple integrations, making the bot smart enough to extensively answer customer concerns without having to speak to an agent.

You can train Threado AI on past customer tickets, product documentation, SOPs, or any structured or unstructured data and assist agents where they need it in real time to help them respond to customer queries.

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Instant context, anytime

During calls or while responding to customer concerns, it can be a daunting task in itself to get all the historical context of their concerns and understand how to approach the situation without causing distress to the customer.

Threado agent assist is a Chrome extension that sits on top of any helpdesk or ticketing platform and uses AI to summarize customer tickets or conversations. The bot is also capable of auto-suggesting responses based on customer questions and the agent can ask the bot to auto-improve responses to fit the tone, sentiment, and intent of the customer.

Omnichannel support for your agents and customers

The digital age has enabled customers to become tech-savvy and now, a lot of them use multiple social platforms and products which increases the channels through which they can communicate. And hence, they want the product that they use to be accessible via platforms that they’re comfortable with. This creates a necessity for organizations to offer support across platforms aka omnichannel support that can allow customers to comfortably raise their concerns without having to be confined to specific platforms they are familiar with.

With Threado AI, you can offer omnichannel support by installing the bot as a chat widget within your product, embedding the chatbot on your website, and installing it on Slack and Discord. Also, Threado AI is the only customer support tool that provides assistance within Slack by automatically answering queries posted on channels.

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Train the bot on multiple sources

An AI bot is only as smart as its training. Therefore, an AI-based customer support tool should be able to get trained across multiple sources, making it capable enough to face adverse questions from customers without having to turn to support agents all the time.

Threado AI can be trained on help articles, support tickets, customer conversations, internal docs, and more across different integrations - Zendesk, Freshdesk, Confluence, and Notion. Furthermore, you can train the bot on any URL, knowledge base, PDF, or even community conversations on Slack and Discord. This gives the bot an edge in a way that it’s not only aware of knowledge bases, internal docs, and product knowledge but also intricate customer tickets and historical conversations with agents.  

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The only bot that offers support on Slack

Slack is a convenient platform for a lot of organizations for internal communication and has also become the go-to platform for a lot of support communities. Threado AI is the only AI-powered support tool that can be installed on Slack and auto-responds to any query that’s posted in the channel.

Not only is this helpful for customers who are part of your support community but also for support agents who can install the bot in their internal Slack channels and get access to all support information at their fingertips. Simply post a question on the channel and the bot auto-responds to with the answer.

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Train the bot on tabular data

Excel, a longstanding essential for data management, is likely a staple in your work or personal life. However, navigating and interpreting large datasets with thousands of entries in Excel can be overwhelming and time-consuming.

A lot of these data points need to be referenced instantly, especially within the context of customer support where being swift can be the difference between a good or bad customer experience. Having to constantly switch between data sheets and customer conversations is not the most efficient use of time for a customer support agent. This is where Threado AI can help.

Threado AI can be trained on tabular data through CSVs and then queried on Slack channels which saves you the time and effort needed to manually search through the data. Ask the bot anything related to the data and it gives you a complete and comprehensive answer within seconds, despite how large the data set might be.

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Integrate your favorite support apps

Threado can integrate with support platforms like Zendesk, Freshdesk, Confluence, and Notion with integrations for Intercom and HubSpot coming soon. You can train the bot on past customer conversations with support tickets, help articles, and canned responses.

Being able to train your bot on support tickets and customer conversations will be a game-changer for your internal support and customer success teams.

There is a huge knowledge base that exists through support tickets and past customer-agent conversations on Zendesk. This will not only improve the bot's understanding of the product but will also lead to better query resolution by helping internal teams quickly search through queries and improve resolution time.

Optimize your knowledge base

Through continuous monitoring of customer interactions with smart bots or their raised concerns, you can enhance your knowledge bases, which are crucial for comprehensive self-help. Scrutinize these interactions to spot areas for refinement, ensuring that responses are more precise. Regularly update these knowledge bases to maintain them as current and reliable resources for customers.

Identifying shortcomings is key and can be achieved by tracking questions the bot struggles with or answers that are incorrect or unsatisfactory for customers. These instances present a chance to expand the bot's understanding of the product and therefore the ability to resolve queries faster, leading to a progressively optimized knowledge base.