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Ava supports **bold** text
by Darren Heaphy
We’ve improved the general formatting of Ava’s answers, including better separation of space between paragraphs and bullet points. Additionally Ava will now recognise titles, bold text or bold markdown (text with ** at beginning and end)timestamp1718613907167
Improved loading animation for Ava's responses
by Darren Heaphy
We’ve made an improvement to how Ava answers questions from your shoppers, specifically if the answer Ava gives is longer than the visible chat window the focus no longer jumps to the bottom (which had required the shopper to scroll back uptimestamp1718280000000
Introducing Ava, eDesk's AI agent for eCommerce
by Darren Heaphy
We are thrilled to introduce Ava, a cutting-edge virtual agent designed to handle up to 72% of your webstore queries instantly. Ava goes beyond the capabilities of a standard AI chatbot. By harnessing advanced AI, automation, and seamless
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We’ve Upgraded eDesk AI
by Evan De Vere Hunt
Great news—we’ve upgraded eDesk AI! We’ve enhanced the features you rely on by integrating the latest, groundbreaking AI model from OpenAI, GPT-4.
What you’ll notice:
Enhanced AI Classifications: In our tests on thousands of tickets,timestamp1715353154318
We've improved ticket loading times by 40%
by Darren Heaphy
Great news—we've improved our ticket loading speeds by 40%+!
Following your feedback, we've invested heavily in our infrastructure and implemented advanced technologies to boost performance. This means faster ticket access for you,timestamp1712240820000
Gathering customer satisfaction feedback
by Clodagh Callan
Did you know you can request feedback on the service provided by your agents after a ticket has been marked as Resolved?
This can be set up per channel and sends an email to the customer after their ticket has been resolved. Any feedback
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Easier to manage Report Extracts!
by Clodagh Callan
We know the list of reports was difficult to manage as more reports were generated and old ones expired so we have added a new tab for expired reports.
Within the expired tab, you can now delete individual ones or in bulk.
Keep an eye
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Your Support Sidekick: The AI Assistant!
by Evan De Vere Hunt
Meet your team's new best friend in ticket resolution. Our AI Assistant is on a mission to supercharge your support game by suggesting responses, recommending actions, and summarizing conversation histories. With this trusty sidekick bytimestamp1709898845114
Empower Your Workflow: AI-Classification-Based Message Rules
by Evan De Vere Hunt
Exciting news for streamlined efficiency! Soon, you'll be able to create message rules based on AI classifications. Respond, assign, tag, and automate more tasks effortlessly. This feature is your ticket to a smoother workflow, allowing you