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 customers initiate a conversation with the AI Chatbot, they first receive an automated response generated using Gen AI, based on the information you've added to the Knowledge Hub sections in the Myma.ai Dashboard.

When a customer starts a chat with the AI Chatbot, they first receive an automated welcome message configured in the Myma.ai Dashboard. As the customer asks questions, Myma.ai leverages its AI-trained model to understand the intent behind the inquiry. It then responds with relevant answers and suggests appropriate follow-up actions. All property-specific responses are managed and configured within the Myma.ai Dashboard.

No need to worry about this aspect! Myma.ai AI models identify and interpret valuable information in conversations, ensuring a high-quality, nuanced interaction. Additionally, the customer success team at Myma.ai actively monitors all chats to continually enhance the Gen AI's performance and response quality.

You can easily feed the property specific information through the Myma.ai intuitive 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 AI Chatbot operates 24/7 and can manage multiple conversations simultaneously. Agents logged into the Myma.ai Dashboard can monitor these interactions in real-time and, when needed, seamlessly take over the conversation to enhance the customer experience or capitalize on revenue opportunities.

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, and takeover conversations originating from website, Facebook Messenger, Instagram, and WhatsApp.

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

If the AI Chatbot detects a request for a group or conference booking, Lost or Found and any other request type where human assistance is required, the customer is presented with a customized form to capture the request specific information.

Customers have the option to provide feedback on every message using a thumbs up or thumbs down icon. If a customer selects the thumbs down option, they can leave a comment explaining their feedback, which automatically creates a support ticket for follow-up.

You are alerted about any new tickets with an email. Watch out for emails originating from [email protected]. If the emails are going to Spam, make sure to mark the emails as Not Spam.

To receive email or SMS notifications for a particular form/ticket type, Go to Virtual Front Desk -> Form Builder and Click on + Add Notifications. You can add different email addresses or phone numbers for each type of form. Form Examples:

All tickets can be viewed and updated from the Myma.ai Dashboard: Unified Inbox -> Agent Assist

Ticket status can be:

The best practice is to reply to the customer directly from your usual Inbox that you use e.g. Outlook. The replies are not recorded and tracked in the Myma.ai Dashboard.