Lavanda's new AI Support Agent for Intercom Chat Support

Hi there,

What's New?

We’re introducing Ava, Lavanda’s AI Support Agent, designed to enhance our customer support experience by providing faster and more efficient responses to common queries. This AI-powered assistant will now serve as the first point of contact for general support inquiries, instantly delivering answers and guiding users to relevant help articles. If a query requires further assistance, users can seamlessly escalate to a human support agent via the “Talk to a person” option.

Why This Change?

In 2024 alone, over 499 how-to queries were handled by human agents, despite answers being readily available in our help centre. By integrating Ava, we aim to:

• Speed up resolutions by offering instant responses to frequently asked questions.
• Reduce reliance on human agents for simple queries, allowing them to focus on more complex cases.
• Enhance customer satisfaction by cutting down waiting times and improving accessibility to support resources.

What This Means for Users:

• Quicker Answers – Get immediate responses to common questions.
• Seamless Escalation – Easily connect with a human agent for more complex issues.
• Improved Efficiency – Less time searching for answers, more time focusing on business.

Availability:

This feature will be live to all customers from 4th March 2025 onwards.

Getting Started:

We’re excited about this update and look forward to continuously improving the support experience with AI-powered assistance. 🚀

Warm regards,

Team Lavanda