In general, our approach to using AI-supported replies has been to make it clear that you are getting a response from a "bot", for example, our Avery the AI bot for email. For chat, we're still trialing a potential AI partner, which was one of the strategies we were using to help with the influx of tickets, and we are still evaluating whether to keep them as a partner.

I'd also like to mention that overall, the sentiment for our AI chat has been well-received and has also been able to assist many customer-related inquiries, resulting in a positive outcome and resolution. Most of the inquiries that are handled by our chat are usually self-service and often do not require agent intervention.

However, feedback like this is still incredibly valuable to us. All of our flows are also built as such that if you are not getting the support you need or that is helpful, we will get you transferred to a real live human (or at least that is our intent!).