AI Learning Abilities

How does my Supermoon AI learn and accumulate knowledge?

Knowledge Base
The number one way that the Supermoon AI learns about your product is through the Knowledge Base. Information is key to AI quality. The more diligent you are about setting up your Knowledge Base, the better the AI will be equipped to help you.

Historical and Current Emails
The AI will learn tone and structure from historical emails if you have your inbox connected via the Gmail or Outlook integration. The AI will also learn tone and structure from messages you send and receive inside your Supermoon team.

Shopify Connection
Once you connect your Shopify store, Supermoon AI knows the following pertaining to Shopify, and is able to reference this information in emails and chat messages to customers:

1. Order information for specific customers
2. Product availability (quantity available)
3. Product information (description, pricing, variant options)

How do I best train my AI to be able to respond in the best way possible to customers?

Keep your Knowledge Base updated and as filled out as much as possible. If the AI gets something wrong, it’s usually due to a lack of information. If the AI realizes it does not have adequate knowledge to respond to a customer inquiry, it may tag you in an internal comment beneath an email thread. To improve your AI, try to always add to or edit your Knowledge Base when this occurs.

When adding information to your Knowledge Base, it is important to format each question in a clear and concise manner. The best way to do this is in a Question & Answer format, or a Title & Description format. See both examples below.

Take Full Advantage of Supermoon AI

In order to save the maximum amount of time and money for your team, you’ll want to make sure you are utilizing these AI features!

Inbox AI

• AI Tone: Select from three tones of which you would like the AI to write in: Casual, Professional, Standard.
• Auto tagging: By default, the Supermoon AI will automatically label incoming customer inquiries with tags such as ‘Time Sensitive’ and ‘Large Order’.
• Large Order Threshold: Orders with a value above this number will be automatically tagged with the ‘Large Order’ tag.
• Pre-generated AI smart replies: As messages come into your team’s inbox, our AI email assistant drafts a recommendation tailored towards the specific needs of your customer.
• AI question prompts: When the AI lacks information to respond to a message, it will tag you in a comment that prompts you to update your Knowledge Base.
• Auto-prioritization: By default, Supermoon will assign high priority to incoming customer inquiries if the customer appears upset, or if it has been auto-tagged with ‘Time Sensitive’ and ‘Large Order’.
• Rephrasing capabilities: In the case that your team receives a highly specific inquiry that cannot be answered adequately by AI, you can instead choose to rephrase or expand on existing text. These responses can be generated and re-generated in multiple ways until you are satisfied with the response.
• Message summaries: Stop spending hours triaging customer support requests every week. Supermoon’s AI assistant helps you manage customer inquiries with automatic tagging and message summaries.
• Provide multilingual support: Support your customers efficiently whether you speak their language or not! For incoming message replies and live chat conversations, Supermoon supports all languages and can detect then draft responses in those languages.
• Auto-response: Send a custom automated response to new messages letting your customers know you received their message and will be in contact soon.

Live Chat AI Features

• Supermoon AI can answer customer questions regarding product availability and other Shopify information.
• Supermoon AI can track customer orders.
• Quick answers (found in your MoonChat settings)