🤝 AutoQA

Siena's AutoQA feature is a powerful tool designed to streamline your customer service process. This built-in feature ensures that any customer queries or concerns that Siena can't fully resolve are automatically routed to your team.

How Does AutoQA Work?

When Siena encounters an issue that she can't fully resolve due to insufficient information from your automation library, knowledge sources, or persona, she triggers the AutoQA feature. You'll typically see her say something like, "Let me escalate this to the team," or "I'll route this to the team." At this point, the tag siena-follow-needed is automatically added to the ticket, and an event log titled "Routed to the team" appears in the Siena inbox.

Monitoring Tickets with AutoQA

To keep track of these tickets, you can create a custom view in your helpdesk platform using the siena-follow-needed tag as a filter. Alternatively, you can set up custom rules in your helpdesk platform to automatically reassign these tickets to your team for immediate attention. However, please note that not all platforms support this feature, so if you're unsure how to set this up, don't hesitate to reach out to your helpdesk support.

Enhancing the Handoff Process

To further improve the handoff process, consider using Siena's collaborative AI routing feature. This ensures a seamless transition between Siena and your team.

Tracking Routed Tickets

We also keep a record of these routed tickets. On your main Siena dashboard, you'll find your routed percentage.

Ideally, this should be below 30%. The ultimate goal is for Siena to handle tickets from start to finish, thereby reducing the workload on your customer experience team. Therefore, the lower the routed rate, the better.

Lowering the Routed Rate

To reduce the routed rate, visit your Siena analytics and review the top automations with the highest routed rate. If necessary, add all relevant data and instructions to these automations.

If you have any further questions or need assistance, please don't hesitate to reach out to our customer support team. We're always here to help!