What does Seth do?
Seth is an AI phone support rep that resolves support calls from people calling your Shopify brand. It does not need any prompting.
Seth is built to pick up every phone call and resolve 70%+ of customer support calls instantly. But it does not stop there: you can add skills and knowledge to get to 95%+ resolution rate! The rest can be escalated to your human team.
How to set up Seth:
You'll automatically go through the onboarding to set up Seth. For a step-by-step walkthrough of what each screen looks like, see What to expect during Ringly onboarding.
After onboarding, you land on the Setup tab of the Seth page. It walks you through the rest, step by step: check what Seth already handles, test Seth from your own phone, connect Shopify and your help desk, decide what happens when Seth can't help, and go live. Each step checks itself off once it's done.
In your first 30 days, the Seth page opens on Setup until Seth is live. Once five different customers have called Seth, you can claim a free setup review there. After you claim it, or 30 days later, the Setup tab goes away.
What Seth does on every call:
1) Seth introduces himself
When Seth picks up the phone, he'll say this immediately. You'll find it at the top of the Train tab, under Seth introduces itself. Pick one of the short greetings, or write a Custom intro.
Keep it short. For why that matters and three greetings that work, see How to write a great greeting for Seth.
2) Seth uses uploaded knowledge
Seth will help the customer using uploaded knowledge. In the onboarding, you'll already add your website, but you can add more Websites, Plain text and Documents as well. Do that on the Train tab, under Using knowledge > Upload knowledge. Seth will use all this to help the caller.
3) Seth uses filled knowledge gaps
Once Seth starts making calls, unanswered questions will automatically show up on the Fill knowledge gaps tab, under Using knowledge on the Train tab. You'll see the question that was asked, and an AI suggested answer. Type the correct answer, and hit Save and publish. Next time someone asks the same question, Seth will give the right answer!
4) Seth uses skills
Here is the secret sauce that brings Seth's resolution rate from 70% to 95%+. Callers want the support agent to do something for them, like checking order status, processing a refund, changing an address. That's what skills are for.
We already built in Look up an order, Request a return and Cancel orders, but you can also teach Custom skills to let Seth call any API endpoint in the phone call. You'll find both on the Train tab, under Using skills.
Also read this guide: How to teach Seth a new skill.
5) Seth transfers or creates a ticket
Sometimes callers request to speak to a human, or Seth recognizes that an issue is too hard, and in that case Seth can transfer the phone call or create a ticket. You can also add business hours. Set this up on the Train tab, under Escalating to your team.
Test Seth before you deploy:
Before you put Seth on a real number, check his answers. Open the Try Seth tab in the panel on the right of the Seth page, pick Type, and test Seth by typing to see exactly how he would respond on a call. The Test Seth step on the Setup tab also has you call Seth from your own phone.
How to deploy Seth:
The Go live step on the Setup tab walks you through it: forward your store's phone number to Seth, or put Seth's number on your website. Seth's number lives on the Phone tab of the Seth page. There are 2 ways to get one:
Option 1) Get a free number from Ringly: US and Canada only, 1 per Seth.
Option 2) Import your phone number (Twilio): Worldwide. You buy a phone number in Twilio and then import it to Ringly.io. Learn how to do that here.
More on how to deploy Seth for your customers here.
How to see how Seth performs:
Click Analytics in the left menu.
Select a timeframe and see how Seth performs. Learn how to analyze Seth's performance here.
Additional settings for Seth:
Most of these live on the Persona tab of the Seth page. There's a couple of things you can change:
Seth's identity:
Change your company name. It will automatically be changed everywhere in Seth
Change Seth's name. This will only change how Seth calls itself in phone calls, but in the Ringly software you'll still see the name "Seth".
Set Seth's Time zone. This is your store's local time. Seth uses it on calls, for business hours and in analytics.
Seth's voice and language:
Change Seth's voice. There are 19 voices, grouped by accent: American, Dutch, British, Australian and more. Play the samples and pick one. See Seth's voices and languages.
Change Seth's language. Default is English (US), but you can choose from 39 languages. Pick Multi language if your callers speak more than one, then add the languages they speak.
Add background noise to phone calls: Add subtle background noise to make Seth sound more natural
Words Seth might mishear:
Many companies have distinct product names that aren't real words. You want to add those words here if you want Seth to hear them correctly when a customer names a product. When going through the onboarding, we'll try to add product names already, but you can also add more yourself, or click Generate for me. You can add up to 100 words.
Integrations with Seth:
Blocked callers:
Spam happens. So you just want to be able to block some numbers. Add them under Settings > Workspace > Blocked callers. Seth won't pick up calls from these numbers. You can also block/unblock callers in the Call history directly.
Other things Seth does
Next: train Seth
Setup gets Seth on the phone. To get him past 70% resolution, you teach him your store's specifics. See How to train Seth for the four ways to do that, in the order to do them in.