Key items to test so you can feel confident launching the AI Support Agent with your customers
If you're just getting started with the AI Support Agent, there are a few items you may want to test before going live. Once your Customer Success Manager has provided you with your specific Support Agent phone number, you can begin completing the items on this list.
Prerequisites
Before you start testing your Support Agent, you'll want to make sure you've taken the following steps:
1. Add a Support agent description on Downsell Plans.
2. Add Google Place IDs to all Locations connected to Rinsed.
Detailed guides for each of the above steps can be found in our Support Agent Onboarding article under Step 4: Once you've submitted your Onboarding Form.Knowledge Testing
- Call the support agent and ask some basic questions related to your wash. Example questions:
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- What is your address?
- What are your hours?
- How much does a membership cost?
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Ticket Testing
Testing the ticket generation will require an active membership. Please make sure that you have an active membership that you can use to do all the below testing.- Call the support agent and ask to update your payment method. The support agent should send you a text message with a link to update your payment method. Verify that the text was successfully received.
- [If switch plans enabled] Call the support agent, ask to switch your plan. The support agent should provide names and prices of eligible switch plans. Select one of the switch plans and confirm that the support agent successfully generated a ticket for the request.
- Call the support agent, ask to cancel your membership.
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- [If downsells enabled] If your membership is eligible, the support agent should present you with a downsell option.
- Proceed with cancelling your membership and verify that the support agent successfully generated a ticket for the request.
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After all testing is complete, please let your CSM know if you have any questions, concerns or changes you would like to make.
Sending Checkout Forms
If you would like the Support Agent to send an SMS message with a checkout form when customers inquire about memberships, please send a link to your preferred default checkout form to your CSM.
If you need to make changes to your Support Agent Knowledge Base
The Knowledge Base is what your Support Agent will use to answer questions about your wash. Your Agent's Knowledge Base can contain information about any topics you choose to add, and this information can be repeated back to customers who call into your line.
Submit any requests for changes or additions to your CSM in the following format:
Q: The question that the customer is asking the AI Support Agent
A: How the AI Support Agent should respond to this question.
Examples
Q: I applied for a job at <Carwash> but I haven’t heard back yet, when can I expect to hear from you?
A: You can expect to hear from us within one week of submitting your application.
Q: Do you offer fleet plans?
A: Yes, we do offer fleet plans! You can find more information about our Fleet program at <carwash.com>/fleet.
Q: Do you do oil changes?
A: Yes, we offer oil changes at our <X> location. With every oil change, you get a free Premium Wash. You can book a detail service online at <carwashwebsite>.com/detail
Best Practices for Knowledge Base Updates
- For prices, use "per month" instead of "/month" for pronunciation purposes
- Avoid bullet points and lists, and try to use as much natural language/sentences as possible
- If you are including a website in an answer, be sure to remove the https:// because Nora will read the website exactly as written (for example, you should say “carwash.com” rather than “https://carwash.com”
- If the website name/url is at the end of a sentence, put a space before the period. For example: "You can find out more at carwash.com/careers ." instead of "You can find out more at carwash.com/careers." If you write it the second way, the Support Agent will read out "car-wash-dot-com-slash-careers-dot"