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How to set up Redo's AI support agent

Automate 50%+ of customer service responses

Updated over a week ago

This article will guide you from start to finish on how to set up your AI support agent in less than 15 minutes.

Our AI support agent can respond instantly and take actions, including;

  • Edit shipping address

  • Cancel order

  • Product recommendations

  • Order tracking updates

  • Out of stock notifications

Activate AI Settings (<1 min): To activate the AI settings, first go to Settings > General > Billing > Support, then select the "Sign up" button. You will not be charged until the AI solves a customer question which means if it hands off to a human or gets a CSAT (if applicable) of 1-3 you will not be charged


​Training the AI (~5 mins): We'll need to train the AI. There are 4 areas that the AI pulls knowledge from:

  1. Previous customer support responses from a human within Redo

  2. Product description pages on your website

  3. AI knowledge base

  4. Message review

#1 and #2 are automatically trained for. For the initial training, you will also need to create the AI knowledge base. This is where you will store knowledge that is always true, such as store policies.
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To train the AI knowledge base, go to Settings > AI > Knowledge. You can train it by either;

  1. Importing website links to create knowledge by clicking the dropdown next to "create new knowledge," then selecting "import knowledge," and inputting the URL.

  2. Creating individual knowledge by clicking "Create new knowledge"


​Set tone of voice (<5 mins): Now let's give it brand and tone of voice by going to Settings > AI > General. You can either manually input each one or use the "create personality" button.
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​Enable Email AI (<1 min) You are now ready to turn on the AI agent! To do so, go to Settings> AI > Support, then click "Enable autopilot for incoming channels." The automation percentage is how much it attempts, so we recommend doing 100% if you want it to filter through and handle 30-50%.
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The AI is now live! 🎉
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To continue to monitor and train it, you can use our new monitoring view in the support tab underneath AI. It will serve up recent messages that you can rate with the thumbs-up, thumbs-down button to train the AI!
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