What's the benefit of using an AI Agent?
If you're tired of opening your laptop every morning to a sea of inbox messages from customers that all need your attention, an AI agent could be taking most of these messages for you -- and acting on them.
Think of the AI agent as a very responsive employee that can bite off most of the smaller time consuming tasks that bog your employees down, like fielding a freeze request.
It also works nights, weekends and holidays. This frees up your employees to do more "top of funnel" selling to prospects and interacting with your customers in person.
Here's how one of our hosts reclaimed 15 hours a week and elevated their client experience using AI.
New releases!
Leads are now live
From your Inbox settings click AI customization and scroll to the bottom where you'll now find a toggle to allow lead conversion. Now check that off your list and go have a sandwich.
Email forwarding is now live
Expand your Inbox's reach by adding email functionality. Step one is to head to your Inbox settings.
Click 'Enable incoming emails propagation' > under 'Forwarding email address' copy the email that is generated for you and submit.
Then, with that email copied, open your email client and set up a forwarding rule. We've put together two videos for how to do this in gmail and outlook.
Gmail
Note: in Gmail, when setting up a forwarding rule, there is a small chance the turnaround time may take 24 hours. If this is the case, you'll see a pop up message in gmail notifying you of this. In our experience this is rare, but may occur.
Outlook
You're in control of what it can do and say
We've allowed you to customize what your AI can say, and encourage you to be as detailed as possible. We even made you a list of recommendations for how to customize yours.
For example, the interaction about freezing a membership (pictured earlier) was made possible by an exception case detailed in the AI Settings, specifically the memberships section, pictured below.
Track how much time you're saving + a list of actions the agent has taken on your behalf
With an AI agent onboard, you can spend less time doing menial administrative tasks in the inbox like bookings, cancellations and freezes, and more time growing your business.
You can even see how much work the agent is doing on your behalf by clicking this star icon in the top right of your Inbox. Below the high level numbers you'll find logged actions with time stamps.
What actions can the AI perform?
Here's a list of actions it can currently take based on its conversations with customers.
Where can I activate, then customize my AI?
Activate your AI Agent from Apps & Integrations > App Store. Then, to customize it, click Settings > AI Customization.
Unsure of what kind of directions to give?
Get the most out of your AI with this list of best practices.
This guide covers how to control when AI escalates to you, and how to ensure it can handle exception cases. In short, the more information you give it the more work it can take on.
In the guide above you'll find helpful example text to use or borrow from.
Why is it important to give the AI a lot of information, like when to make exceptions?
The more the AI knows, the more scenarios it can handle for you -- and the less it will need to escalate. You'll get more value from it by thinking of the most common scenarios of your business (the most common requests from customers, for instance) where a human might need to intervene.
For example, lets say you have a policy that prevents customers from freezing their accounts -- unless they're injured. That's your exception to the rule. You can describe this policy in your general instructions, and when your AI agent is interacting with an injured customer, it will be able to make an exception on your behalf.
What happens when an agent can't answer a question?
The conversation is handed off to human and it will show up as an unread message in your inbox.
How else can I make my AI work well?
Your AI can read your settings and descriptions from your entire Momence account. When customers ask about specific parts of your business like classes, terms of service, or cancellation policies, or memberships, your AI will go check the text you've written for those things and answer based on what it finds.
To help it be successful, give it all of the information it needs to answer questions accurately by filling out these areas (or just double checking that they are still current):
General Setup
(From Settings > General Setup > make sure all settings are correct)
Subscription / Pack descriptions
(Make sure these are still accurate and detailed)
Classes descriptions
(Check that these still match the title of the class)
Appointment Service descriptions
(If applicable, check that these are still reflective of the services you offer)
Late cancel and no show policy
(Make sure this is filled out. If it’s in the terms and conditions the AI can read it).
Coming soon
Email & WhatsApp responses: Currently the agent can respond to SMS and In-App messages. It will soon be able to respond to email and WhatsApp messages too.
Voicemail: The agent will soon be able to read your voicemails and take action based on messages received, just like it does for SMS and In-App messages today.
What does this cost and where can I activate it?
$399/month. As we add new features the cost will rise for hosts that have not yet activated the app. You can activate your AI agent from the App Store (Apps & Integrations > App Store).