Jatana replies to customers without the need for agent intervention.

Jatana’s suggested replies are extremely accurate, so much so that you will soon want Jatana to reply to your customers without agent intervention.

To do so, you will first have to go to the settings page and define a confidence score:

 

 

Setting the confidence score in Jatana is as easy as moving a slider and by setting a confidence score you re telling Jatana if the reply should be suggested to the agent or sent directly to the customer.

Let’s look at some examples:

 

1) Confidence score is below the automation threshold

 

As soon as the message from the customer is received, Jatana leverages the learnings made from the analysis of previosu conversations to decide what’s the best reply to the customer.

Once a reply is identified, a confidence score of 55% is attached to the answer

Since the confidence score of 55% is below the automation threshold of 70%, the best reply is suggested to the agent that can then expand on the answer before sending it to the customer.

This powerful feature is called Suggested Ticket Reply, and you can read more about it here:

 

 

2) Confidence score is above the automation threshold

Once again, as soon as the messenge from the customer is received, Jatana decides what’s the best answer and calculates a confidence score, but this time there’s a difference:

The answer gets a confidence score of 98%.

Since the confidence score of 98% is above the automation threshold of 70% the best reply is automatically sent to the customer without the need for an agent to approve it.