Overview
CSR AI Chat Answering is a new feature designed to help save time by letting CSR independently and efficiently handle customer communications of incoming website chats on your website.
This feature is currently in Alpha and is available to a select group of Pros for early feedback and iteration.
In order to have CSR AI Chat, you should have the website chat bubble on your website, click here to learn more.
What Does CSR AI Chat Answering Do?
Handles Website Chat Conversations: CSR AI responds to customer inquiries in real time, saving you time and ensuring consistent, high-quality service.
Notes taking: In the current iteration, the CSR AI can only take notes and summarize them. It does not book jobs or manage appointments yet.
How it works
Enablement: The feature is enabled for your organization by HCP (not self-serve).
Customer Initiates Chat: When a customer starts a chat on your website chat widget, CSR responds and manages the conversation.
Escalation: If the customer requests a human, the chat is escalated, and you are notified.
Outcome Visibility: After the chat, you can see a summary of the conversation directly in your inbox.
What’s Next?
Feature Expansion: Support for booking jobs, managing appointments, and more channels (SMS, email, or third-party integrations).
Settings & Customization: Pros will be able to enable/disable, as well as configure CSR AI skills and knowledge base directly in their settings.
FAQs
Can I turn this feature on or off myself?
Not yet. During Alpha, it’s enabled for select organizations only.
Can the AI book jobs or send estimates?
No, the Alpha only supports answering chats and taking notes. Booking and other actions will come in upcoming releases.
What if a customer wants to talk to a real person?
The chat can be escalated to the org POC at any time, and they will be notified to join the chat and help the customer.
Where can I see the chat outcomes?
After the chat is completed or escalated, you’ll see a summary and notes in your inbox.
Need help or have questions?
We're here for you! Chat with Support using the Blue Chat Bubble in your Housecall Pro account, or give us a call at (858) 842-5746.