This Handbook is for reception staff, agents, chat operators, and all those using Myma.ai to respond to customers. It’s here to help you use Myma.ai to maximize efficiencies and the customer digital experience.

What you will learn:

When a customer starts a conversation with the Digital Assistant, first they receive an automated message set up in the Myma.ai Dashboard.

When a customer starts a chat with the Digital Assistant, first they receive an automated message set up in the Myma.ai Dashboard. As the customer asks questions, Myma.ai uses its AI trained brain to understand the intent of the question and then responds to this question and proposes a follow through action. All of the property specific responses are set up in the Myma.ai Dashboard.

You do not need to worry about this part! Designed to identify valuable information in conversations, Myma.ai is pre-trained to interpret meanings and distill valuable information from sentences, for a high quality, nuanced conversation. The customer success team at Myma.ai actively monitors all conversations to continuously improve the quality of the AI brain.

You can easily feed the property specific information through the easy to use Myma.ai Knowledge Hub section of the Dashboard. For every response, you can add one or more text messages, along with images, videos, or a link. We are always there to help you with the initial setup.

If we do not find a response to a question, don't worry the customer experience is well managed. The guest is presented with an option to leave a message or initiate Live Chat. An email is auto-generated for you to go in and update the Knowledge Hub with the missing information.

Rest assured, your Digital Assistant is at work 24/7 and can handle multiple conversations in parallel. Agents logged into the Myma.ai Dashboard can monitor the active conversations in real-time as they happen, and at any point take over the conversation for an enhanced customer experience or to solidify a revenue opportunity.

Look out for that robot icon on your screen which will turn green and start blinking. You will be notified with a sound alert when a conversation is ongoing.

You can monitor all conversations, but the takeover is available for the conversations originating from your website only. We are working with Google and Facebook Messenger on adding this agent handover feature.

Yes! Multiple agents can monitor the conversations. Once an agent takes control of the conversation, it is moved to their "My Chats" section and is not available for other agents.

Between milliseconds and 2 seconds, so its as real-time as it gets!

This is an optional feature that can be enabled on a property website. Please email us at [email protected] to turn this feature on. It is recommended to provide this option only if you have dedicated staff available to respond to the customers.

Enabling customer initiated Live Chat is easy and in your full control. You can choose how and when you want to make the option available (based on staffing levels) to your customers.

The Digital Assistant will always try to assist the customer. When the Live Chat option is turned on, and the Digital Assistant is not able to help, it will provide an option to start a Human Chat, based on the property Live Chat settings.

When the customer clicks on Human Chat, they will get a message "Please wait while we connect you to an agent", and the magic begins!

As soon as the customer requests a Live Chat, all online agents will get notified about the incoming chat request.

The first agent to accept the request will be handed over the conversation.

The backup plan (in case an agent cannot respond)

Digital Assistant waits for the agent to accept the chat, if no agent accepts it reverts to the following:

Tickets are usually cases that need a follow-up action by the property. Sometimes it is a unique question that the Digital Assistant decides is best handled by a specific team/person at the property. It could also be a question that the Digital Assistant was not able to answer and presented the option to the customer to leave a message.

There are four ways a ticket is generated for the property:

If you have this option available, the customer can click and leave a message for the property. This will generate a ticket.

If the Digital Assistant detects a request for a group or conference booking the customer is presented with a customized form to capture this information.

Sometimes there can be a case where the Digital Assistant was not able to answer the question, when this occurs it presents an option to the customer to leave a message.

If the Digital Assistant cannot answer a question, don't worry the customer experience is well-managed. The customer is given the option to leave a message for the property. An email is also generated for the property to go in and update the Knowledge Hub with the missing information.

You are alerted about any new tickets with an email. Watch out for emails from [email protected]

To receive email notifications Go to Users & Roles and Click on "+ Subscribe to Tickets and Emails". You can add different email addresses for each type of notification. Options include:

Tickets are usually created in cases where a follow-up action is needed by the property. Sometimes it is a unique question that the Digital Assistant believes, needs to be sent to a specific team/person at the property, and other times it could be a question that Digital Assistant was not able to answer, and presented the option to the customer to leave a message.

All tickets can be viewed and updated from the Myma.ai Dashboard

How do I reply to tickets?

The best practice is to reply to the customer directly from the auto populated email that was sent. The replies are not recorded and tracked in the Myma.ai Dashboard.

The status levels of a ticket

The ticket is automatically marked as Open. You can change the status of the ticket to Pending, Solved, Spam, or Archived and capture those details of how / who actioned the response.