How I Used AI to Eliminate 15,000 SaaS Support Tickets

As a SaaS business owner, dealing with support tickets can be a daily grind. However, by leveraging AI-powered chatbots, we were able to deflect over 15,600 support queries and questions over the last 10 months.

Our chatbot, powered by Fast Bots, is integrated into our website and can handle a wide range of customer inquiries. It can even translate conversations into multiple languages, ensuring that we can provide support to customers from around the world.

To train our chatbot, we simply imported our knowledge base, including step-by-step tutorials and help documentation, into the Fast Bots platform. The chatbot was then able to understand our software inside-out and provide accurate, up-to-date responses to customer questions.

Whenever the chatbot encounters a question it cannot answer, we can easily add the new question and response to our knowledge base, further improving the chatbot's capabilities. This allows us to continuously enhance the support we provide to our customers.

By automating a significant portion of our customer support, we've been able to free up our staff to focus on more strategic tasks, while ensuring that our customers receive prompt and accurate responses to their inquiries, even outside of regular business hours.

Overall, the implementation of an AI-powered chatbot has been a game-changer for our SaaS business, allowing us to provide better support, improve customer satisfaction, and reduce the burden on our support team.

As a SaaS (Software as a Service) business, dealing with support tickets can be a daily challenge. However, by leveraging a chatbot, you can significantly reduce the number of support queries and provide efficient, round-the-clock assistance to your customers.

The speaker has used their own chatbot software, Fast Bots, to deflect over 15,600 support queries in the last 10 months. The chatbot is capable of translating conversations in multiple languages, ensuring that customers from around the world can receive the support they need.

The chatbot is trained on the company's knowledge base, including step-by-step tutorials and help pages. This allows the chatbot to provide accurate and detailed responses to a wide range of questions. The system is set to automatically retrain the chatbot daily, ensuring that the information remains up-to-date as the software is updated.

When the chatbot is unable to provide a satisfactory answer, the system allows the user to submit a new question and answer pair, which is then added to the knowledge base. This continuous improvement process helps to make the chatbot more comprehensive and effective over time.

Setting up the chatbot is a straightforward process. By using the sitemap of an existing knowledge base, such as the one provided by the SEO software mentioned, the chatbot can be trained and deployed in a matter of minutes. This allows SaaS businesses to quickly and easily implement an AI-powered support system that can significantly reduce the workload of their support staff.

To train the chatbot on your knowledge base, follow these steps:

1. Sign up for a free account with FastBots.com.
2. Create a new chatbot and name it, e.g., "SEO D".
3. Instead of using the website URL, use the sitemap.xml file of your knowledge base. This will allow the chatbot to quickly ingest all the content.
4. Click "Start" to begin the training process. The chatbot will automatically parse and learn from the content in your sitemap.
5. Once the training is complete, you can customize the chatbot's appearance, language model, and other settings to fit your needs.
6. Test the chatbot by asking it questions about your knowledge base, such as "Can you tell me about search intent?". The chatbot will provide accurate, relevant responses from the content you've trained it on.
7. Optionally, you can also import content from other sources, like your Freshdesk knowledge base, to further enhance the chatbot's capabilities.
8. The chatbot can now start deflecting support tickets by providing instant, accurate answers to your customers' questions, reducing the workload on your support team.

When running a SaaS (Software as a Service) business, you often have to deal with support tickets from users around the world, some of whom may prefer to communicate in their native language. The chatbot platform we use, Fast Bots, provides the ability to translate these conversations into the language of your choice.

In the admin area of our chatbot, we can access the chat history and select any conversation to be translated. The platform supports a variety of languages, including Chinese, Hebrew, Arabic, and more. With just a few clicks, the conversation is translated to the language we specify, allowing us to understand the support request and provide an appropriate response.

This feature is particularly valuable for multinational SaaS companies, as it ensures that all users can receive the assistance they need, regardless of their language preference. By automating the translation process, we can provide efficient and personalized support, further reducing the burden on our human support team.

The key to maintaining an effective chatbot is to continuously improve its capabilities by training it on new information and addressing any gaps in its knowledge. The video demonstrates how the team behind FastBots does this:

• The chatbot is trained on the entire knowledge base of the FastBots website, including all help and support documentation. This ensures the chatbot has a comprehensive understanding of the product.
• The training process is automated, with the chatbot set to automatically re-train on the knowledge base daily. This keeps the chatbot up-to-date as the documentation is updated.
• When the chatbot encounters a question it cannot answer, the team adds a new question-answer pair to the chatbot's database. This fills in the gaps in the chatbot's knowledge over time.
• The chatbot is also capable of translating conversations into multiple languages, allowing it to provide support to a global user base.
• The team can customize the chatbot's settings, such as the language model and creativity level, to optimize its performance.

By continuously improving the chatbot's capabilities in this way, the team is able to deflect a significant number of support tickets, reducing the workload on their human support staff.

Integrating the chatbot with your website is a straightforward process. Once you have created your chatbot using the Fast Bots platform, you can easily add it to your website in just a few steps:

1. Copy the Chatbot Code: After creating your chatbot, you can find the code snippet to embed it on your website. This code is typically a small JavaScript or HTML snippet that you can copy from the Fast Bots platform.

2. Paste the Code on Your Website: Locate the section of your website where you want the chatbot to appear, such as the footer or a specific page. Then, paste the code snippet you copied from Fast Bots into the desired location on your website.

3. Customize the Chatbot's Appearance: You can further customize the appearance of the chatbot to match the branding and design of your website. Fast Bots provides options to change the color scheme, font, and other visual elements of the chatbot interface.

4. Test the Chatbot Integration: Once you have added the chatbot code to your website, test it thoroughly to ensure it is functioning correctly. Verify that the chatbot is responding to user queries and providing the expected information.

5. Monitor and Maintain the Chatbot: Regularly monitor the performance of the chatbot and make any necessary updates or adjustments to the knowledge base or configuration. This will help ensure that the chatbot continues to provide accurate and helpful support to your users.

By integrating the Fast Bots chatbot with your website, you can efficiently deflect a significant number of support tickets and provide your users with instant access to the information they need, even outside of regular business hours.

The use of a chatbot powered by AI can be a highly effective solution for SaaS businesses to deflect a significant number of support tickets. By training the chatbot on the company's knowledge base, including help documentation and FAQs, the chatbot can provide accurate and timely responses to a wide range of customer queries. This not only reduces the workload on the support team but also ensures that customers can get the information they need quickly, even outside of regular business hours.

The ability to translate conversations into multiple languages is particularly valuable for SaaS companies with a global customer base. This feature ensures that customers can communicate in their preferred language and receive the same high-quality support.

Furthermore, the chatbot can be customized to fit the branding and tone of the SaaS business, creating a seamless and consistent customer experience. Additionally, the chatbot can be used to encourage customers to sign up for free trials or provide other sales-related information, making it a versatile tool for both support and marketing.

Overall, the implementation of a chatbot powered by AI can be a game-changer for SaaS businesses, helping to streamline support operations, improve customer satisfaction, and drive business growth.