PerfectBot is an AI Agent that can automatically respond to incoming emails and talk on live chat, just like your customer service agents.
Key Features:
Email Automation ✉️✨
PerfectBot acts as your first line of support, reacting immediately to incoming emails with a response time below 1 minute. This ensures quick and efficient handling of customer inquiries.
E-mail reply modes 💭 / 🗨️
PerfectBot can operate in two modes:
Suggestions Only - PerfectBot will generate a draft of the response, visible only to your agents, but will not reply on its own.
Reply Automatically - PerfectBot will generate a response and immediately reply to the customer.
Knowledge Base 📖
PerfectBot learns to provide answers based solely on the knowledge it obtains from your various sources, such as:
Your website content (incl. product descriptions and specs)
Help Center articles
Macros
Gorgias back office data
Custom guidelines
Shopify order data (coming soon!)
PerfectBot uses the same knowledge base to prepare responses in both email and chat channels. Despite this, responses are edited in a way that is appropriate for the selected channel - for example, in the case of email, they are longer and more detailed.
Smart Handovers 🤖➡️👨
After joining the email thread PerfectBot decides whether it can reply with the relevant knowledge. If it can’t resolve an issue, it seamlessly hands the conversation over to a human agent. This process is fully customizable, allowing you to gradually increase the level of automation based on your needs.
During the handover, PerfectBot unassigns itself from the ticket and leaves an internal note to update your agents on the ticket’s status or required actions.
Conversation summary ✅
As an added value, when transferring the conversation to your team, PerfectBot will add an internal note with a summary of the message exchange:
indicate how urgent the matter is,
list the most important points,
suggest actions to take.
In this way, it saves your Agents time and makes their work easier!
Spam Detection 🛡️
PerfectBot features multiple layers of security to prevent responses to SPAM or potential cyber-attacks. Tickets identified as spam will be labeled with a specific internal note and left behind without further action. You can also create a restricted email list to ensure that messages from certain addresses are automatically identified as spam.
*Tickets identified by PerfectBot as spam are counted as non-billable tickets under Gorgias' current policy.
Contact form automation
If you want PerfectBot to respond to messages coming from a contact form, simply configure the form so that messages sent from it are sent to the email address to which PerfectBot is connected.