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By default our AI agents are pretty transparent about being AI, if you ask them, they’ll tell you. However, it isn’t always the most effective way to use an AI customer service agent. In particular:
  • Testing by Intercom showed AI customer service agents that “look” human result in higher resolution numbers
  • Studies have shown when people don’t know they are speaking to an AI agent they rate them as more empathetic than people (good for a customer service role), but that this effect is overturned if they know it is AI.
We aren’t here to judge, and can see both sides, you just have to decide what gives your customers the best outcome overall. So here are a few things you can do to make your AI agent seem more “human”
  1. Remove the branding - pretty obvious one, but “Answers by My AskAI” is a bit of a giveaway
  2. Update the communication guidance - give your AI agent more personality, tell it what it can or can’t disclose and how to respond if people ask if it is AI
  3. Add a human avatar and name - find a fake real person or make your own, then update in your helpdesk.

    Each helpdesk does this slightly differently but you will usually need a separate seat for the agent, then you will either update in the helpdesk itself, or within the Helpdesk settings within My AskAI (go to Helpdesk & Channels > select your helpdesk and review settings there)