What's new in Ari
Three changes to Ari, our Customer Agent: it now asks clarifying questions to vague messages, you control whether it hands off when a customer tags a teammate, and custom instructions can be longer.
Ari asks for detail instead of guessing: Every support team knows the message: "it's broken," "can't log in," no version, no error, no context. Ari now asks the customer for more detail when their first message is vague, instead of guessing or handing the thread straight to a human. In just three weeks of beta testing, customers replied to 75% of the clarifying questions Ari asked, and in those threads Ari went on to answer from your knowledge rather than passing the thread to a person. The handoff rate fell 5% during that time.
You choose whether Ari hands off when a customer tags a teammate: There's a new toggle in Ari's preferences for what happens when a customer @mentions one of your team. Ari either hands the thread to the teammate or continues the conversation. You pick which one fits your team.
Custom instructions now hold 20,000 characters: That's 4x the previous limit, and enough to include product vocabulary, escalation rules, and sign-offs for several product lines in one place, so Ari applies the same rules your team would.
Designed, built and written by
Charlie Revett
Engineering