Get ready for the Support AI Assistant in the Bloomreach Engagement Support Messenger.
Support AI Assistant is a powerful new frontline support layer for common, repeatable questions. It's built into the Bloomreach Engagement Support Messenger and designed to give you fast, accurate answers to everyday issues.
With Support AI Assistant, you can expect:
- Instant Answers: Get the information you need the moment you ask.
- 24/7 Support: It is ready to help you with common questions whenever they pop up.
Effortless Transfer: If needed, the transfer to the Support Team (based on support hours) is quick and easy, ensuring the conversation history allows for continuous assistance.
English is the officially supported language for the Support AI Assistant.
What can the Support AI Assistant help with?
Support AI Assistant is available in the Bloomreach Engagement Support Messenger and is designed to:
- Guide you through simple, repeatable steps for general information, project navigation, basic configuration, and standard troubleshooting.
- Collect the right details upfront so the Support Team can help more efficiently when the conversation is transferred.
- Address common requests using Bloomreach documentation and Help Center articles.
At present, it is best suited for common support requests such as:
- Where to find documentation or settings for a feature.
- The basic steps to configure a feature.
- What a general error message means and what to check first.
- Project navigation requests.
Within the scope
The Support AI Assistant is available to assist customers with the following categories of requests:
- General questions regarding the platform and its use.
- Gathering initial information and extracting specifics from the conversation before transferring to the Support Team.
- Clarifying terminology and explanation of features.
- Providing basic information on platform functions, capabilities & configurations.
- Advice on coding small solutions with Jinja.
- Troubleshooting Jinja, where the Jinja code is shared directly in the conversation.
- Breaking down basic-level Jinja queries.
- Assistance with two-factor authentication resets.
Out of scope
- Everything marked as out of scope for standard L1 support.
- Debugging requests based on screenshots or specific project data.
- Analyzing attachments like HAR Files, log files, and more.
- Investigations that require the use of external tools (for example, Mailgun, EBQ, and more).
Limitations
The Support AI Assistant doesn't access your Bloomreach project, so it can't review or comment on specific reports, segments, metrics, funnels, or other analytics. It provides theoretical guidance only on analytics setup and design.
The Support AI Assistant currently can't access the following:
- Screenshots without enough written context.
- External links that need to be opened or checked (for example, CSV files or websites).
- Attachments shared in the conversation that need to be reviewed (for example, HAR files or log files).
For any questions that require reviewing your actual project configuration or the above-mentioned information, request a transfer to the Support Team (By responding 'Transfer to support team', 'Transfer to human', 'Talk to Support team'.
Best practices
- Ask one question at a time to help the Support AI Assistant understand the request and respond more effectively.
- Keep your questions short and focused. Be clear and direct, rather than using long, conversational messages.
- Provide a concise but sufficient context so the Support AI Assistant can follow the correct procedure. More relevant context leads to better answers.
- Remember, you're talking to an AI Assistant, not a human, so kindly adjust your language as needed. If your question isn't answered, try rephrasing or adding more details.
- If you want to speak to the Support Team, you can ask the Support AI Assistant to connect you to a support agent or transfer the issue at any time during the conversation.
- Since this is an AI-powered assistant, it shares the usual limitations of similar tools. Occasional issues like hallucinations or overly agreeable responses (sycophancy) may occur, but you can often mitigate them by rephrasing your last message or clarifying your request.
Feedback and continuous improvement
Your feedback plays an important role in helping us improve Support AI Assistant. If a response is unclear, incomplete, or especially helpful, you can share that feedback during the conversation or start a new one.
We'll continuously review feedback to improve documentation, strengthen the response quality, and thoughtfully expand supported use cases over time.