👥 Collaborative AI Routing

Siena's Collaborative AI routing feature is designed to create a more unified approach, where Siena collaborates closely with your team to improve customer support results. Let's explore what Collaborative AI means for you and how it transforms the way Siena supports your customer experience (CX) initiatives.

Effortless Team Integration

Imagine Siena as an enthusiastic, continuously learning member of your customer service team, always aiming to give its best. But what if Siena stumbles upon a question that baffles it? Previously, this could have been a roadblock. Not anymore! With Collaborative AI, Siena can now reach out to human colleagues for help, just like any team member would do when confronted with a tough situation. This feature is not just about task delegation; it's about Siena's ability to learn from these interactions, progressively enhancing its ability to manage similar inquiries in the future.

The Working Mechanism

When Siena comes across a complicated question, it doesn't just hand it over to a human colleague. It also includes a comprehensive internal note explaining its thought process and proposes actions that could improve its comprehension and response precision in the future.

Here's how you can enable this feature:

- Navigate to Settings > AI Configuration and then scroll down to Collaborative AI routing.
- Switch it on. Once activated, you'll see an option to link Slack. This allows Siena to send you a Slack notification on your chosen channel whenever it routes a ticket to your team, ensuring real-time tracking. This is crucial for sensitive tickets that require immediate attention.

We're here to help you incorporate Collaborative AI into your customer service strategy. If you have any queries or require additional help, feel free to contact our Customer Success team. Together, let's make your customer service smarter, more efficient, and more collaborative than ever before!