Consulta de IA sobre la solución de automatización del servicio al cliente con emisión de tickets

Buenos días,

Mi nombre es Manuel Trigo, analista de negocio del Club Deportivo Leganés. Estamos valorando implementar una solución para automatizar y eficientar la atención al cliente en nuestra oficina de ticketing.

Las prioridades iniciales del proyecto son:

• Canal principal de atención: WhatsApp, con soporte 24/7.
• En fases posteriores se valorará ampliar a canales web y email.
• No requerimos integración en esta primera fase; la IA debe ser capaz de gestionar y responder consultas frecuentes.
• Áreas de consulta a automatizar: información sobre abonos, compra y venta de entradas, cambios, incidencias, horarios, preguntas frecuentes y reclamaciones.
• En primera fase, la solución debe manejar tareas sencillas y derivar mediante formulario para consultas complejas no resueltas.
• Es importante que la plataforma incluya analítica de uso, calidad, volumen y satisfacción.
• El volumen de consultas es variable, con picos en campañas de abonos que pueden superar los cientos diarios, muchas con preguntas similares.

Es fundamental que la inteligencia artificial esté entrenada específicamente en castellano (de España, no de otro país de Sudamérica) para asegurar una experiencia óptima para nuestros abonados.

Muchas gracias

Hi Manuel,

Thanks for reaching out to Jotform Support. Our Spanish Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your questions, if you are referring to our AI Agents, all of your questions are possible. We support WhatsApp as a primary communication channel with 24/7 AI-powered assistance, and we also have Gmail Agent and Embed Integration if you like to expand it to web and emails in the future. To use WhatsApp, you need to connect your WhatsApp account in your AI Agent.  We've got a guide about How to Create WhatsApp Chatbot with AI Agents that will help you do it.

Once your AI Agent was set up, it can assist all of your inquiries and escalate it based on the knowledge based or actions you set up in your AI Agent.  We've got a guide about How to Train Your AI Agent that will help you do it. You can also customize the tone and voice of your AI agent to better align with your preferred language and communication style through the AI Agent Builder settings. Let me show you how:

1. In AI Agent Builder, click on the Train tab on the blue navigation bar at the top of the page.
2. On the left panel, click on the AI Persona tab.
3. Scroll down to the Default Language section, and then select your preferred language.

Unfortunately, we don't have AI Analytics function other than accessing the AI Conversations. It's easy to access your previous conversations with AI Agents you've chatted with. Here's how to do that:

1. On your My Workspace page, click on Type on the upper-right side of the page, and in the Dropdown menu that opens, check the box next to AI Agent. 
2. Then, click on Sent in the menu on the left.
3. Hover your mouse over the AI Agent, and then click on View Conversations.
4. You will be directed to My Conversations page, where you can select the conversations from the menu on the left.

I’ve gone ahead and moved your other question to a separate thread to keep things tidy, and someone from our Support Team will help you out with it here.

Let us know if you need any more help.