Ember AI

Explore Ember AI, our intelligent assistant crafted to transform customer support with smart, tailored solutions.

By Stênio Aníbal

• 7 articles

Meet Your Greatest Ally: Ember AI

Ember is Akece’s artificial intelligence agent, built to make customer support faster, smarter, and more personalized. She offers powerful tools that assist both your customers and support agents, ensuring smooth conversations and faster resolutions. 🤖 Ember Assistant Ember Assistant is a virtual assistant that interacts with your website visitors, learns from your knowledge base and past conversations, and delivers quick, accurate responses. When enabled, the assistant handles the initial interaction before transferring the conversation to a human agent. Learn more about the assistant in this article. 🧑‍✈️ Ember Copilot The perfect ally for support agents. Ember Copilot helps draft replies, translate messages, and find key information from tools integrated with Akece. More integrations are on the way to bring everything agents need into one central place. Learn more about the copilot in this article. 📚 Ember FAQ Ember scans incoming customer messages, identifies recurring questions that are not yet covered in your knowledge base, and suggests new content to fill those gaps. This improves the speed and quality of your support. Learn more about FAQs in this article. 🧠 Ember Memories Ember stores key details mentioned during conversations. If a customer brings up the same issue more than once, she recognizes the recurrence, allowing your team to deliver more personalized and contextual support. Learn more about memories in this article.

Last updated on Apr 16, 2025

How to Create an Ember Assistant

The Assistant feature from Ember is designed to answer questions, provide solutions, and support customers with product- or service-related issues. Ember learns from your Help Center articles and past conversations to deliver more accurate and efficient responses. Once linked to an inbox, she can interact directly with customers. Creating an Assistant To create a new assistant, follow these steps: 1. In the sidebar, click on Ember, then select Assistants. 2. Click the Create New Assistant button. You will see a form with the following fields: Assistant Name An internal name to help identify the assistant. Description A short explanation of the assistant’s purpose. Product Name The name of the product or service associated with the assistant. This helps Ember identify content gaps and respond with more context. Enable FAQ suggestions based on resolved conversations (optional) If enabled, Ember will analyze resolved conversations and suggest new frequently asked questions that are not yet covered in your Help Center. Capture key information as memories during conversations (optional) If this option is enabled, Ember will extract important data from customer interactions and store them as notes in the conversation history. Once all fields are completed, click Create to finish. 💡 You can create multiple assistants based on your products, workflows, or support segments. Connecting an Assistant to an Inbox Creating an assistant doesn’t automatically connect it to your inboxes. You must manually link the assistant to each inbox where it should operate. To connect an assistant: 1. Click the three-dot menu next to the assistant and select View Connected Inboxes. 2. On the new screen, click Connect New Inbox. 3. Choose an inbox from the list and confirm the connection. ⚠️ Note: Each inbox can be connected to only one assistant at a time. Once connected, the assistant will start handling incoming conversations for that inbox — whether from live chat, WhatsApp, Instagram, email, or another supported channel. Extra Tip Once connected, the assistant can greet customers with an initial message. However, if no content has been added to the assistant yet, it may immediately transfer the conversation to a human agent. To provide the assistant with proper knowledge about your business, we recommend adding documents to Ember. Learn how to add documents here. If you need help configuring your assistant, feel free to contact us at [email protected] or reach out on social media at @akece.ai. We’re here to support you!

Last updated on Apr 16, 2025

How to edit and customize an assistant in Ember

You can now fully customize assistants created with Ember, adjusting their behavior, tone, messages, and optional features. This new functionality is available directly in the panel and allows you to tailor assistants for different use cases. How to access the assistant editor 1. Go to the Ember AI menu in the Akece dashboard. 2. Click on Assistants. 3. Click the three dots (...) next to the assistant you want to edit and select Edit Assistant. Editable fields Basic Information - Name: Internal name of the assistant (visible only to your team). - Description: Brief description of the assistant’s purpose. - Product Name: Name of the product or service the assistant represents. Instructions Use this field to define what the assistant should do. Example: Only respond to questions about the XPTO product. Use clear, objective language and avoid technical jargon. System Messages - Transfer Message: Message shown to customers when the assistant hands off the conversation to a human agent. Example: "I’ll now transfer you to a human agent." - Resolution Message: Message shown when the assistant ends the conversation. Example: "Glad I could help! Let us know if you need anything else." Additional Features You can enable: - Automatic FAQ generation based on resolved conversations. - Memory capture to record key details from customer interactions. These features help your assistant grow smarter over time. Need help customizing your assistant? Contact us: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 30, 2025

How to Create a Document in Ember

In Akece, documents are used by Ember, our AI-powered assistant, as knowledge sources to automatically respond to customer questions in a precise and contextualized way. By linking public Help Center articles or guides, Ember analyzes the content and uses it as a base for her responses across your support channels. 🔒 Note: Ember is only available on paid plans. See the usage limits at the end of this article. How to Create a Document 1. Go to the Ember Section In your Akece dashboard, click Ember > Documents from the sidebar. If you’ve already added documents, you’ll see a list here. 2. Click “Create New Document” Enter the public URL of your Help Center or any public page you want Ember to use. Currently, only public (unauthenticated) URLs are supported. After entering the link, click Create. Ember will begin analyzing the content found at the specified URL. She will crawl all pages under that path (for example, if you enter https://yourwebsite.com/help, she will scan all links that start with this address). Each article found will be treated as an individual document and added to your list. 3. Removing Irrelevant Documents If any automatically added documents are not useful for customer support, you can delete them manually. This removes the content from Ember’s knowledge base and prevents it from being used in future responses. How to Check if the Content Was Interpreted Correctly Ember automatically generates Frequently Asked Questions (FAQs) based on the added documents. These FAQs allow you to verify whether the content was properly understood. To review the related responses: - Click the three-dot icon next to the desired document. - Select View Related Responses. This will show you the questions and answers Ember was able to generate using the document. Usage Limits Ember’s availability and limits depend on your Akece subscription plan: - Free Plan: Not available - Standard Plan: Up to 10 documents and 1,000 responses per month - Business Plan: Up to 30 documents and 3,000 responses per month Once you reach your plan’s limit, you’ll need to wait for the next monthly cycle or upgrade your plan to continue using the assistant. If you have questions about how to use Ember or need help organizing your documents, reach out to our support team at [email protected] or via social media @akece.ai. We're here to help!

Last updated on Apr 30, 2025

How to Create Frequently Asked Questions (FAQs) in Ember

FAQs (Frequently Asked Questions) are a collection of common customer questions and their respective answers, designed to provide fast and straightforward support. In Akece, Ember uses these FAQs to respond to customer inquiries automatically and consistently, ensuring accurate and clear information delivery. How Are FAQs Generated? Ember can generate FAQs in two ways: 1. Automatically Ember analyzes the documents you’ve added and resolved customer conversations to identify recurring questions or knowledge gaps. Based on this analysis, she suggests new FAQs. 2. Manually You can also create FAQs directly from the dashboard by specifying the question, the answer, and selecting which assistant it should be linked to. How to Add an FAQ Manually 1. Go to Ember > FAQs in the sidebar menu. 2. Click Create New FAQ to open the form. 3. Enter the question and the corresponding answer. 4. Select the assistant the FAQ belongs to, then click Create. The new FAQ will be added to the selected assistant and can be used in conversations automatically. How to Review Suggested FAQs from Ember At the end of each resolved conversation, Ember checks if any customer questions were not yet addressed in your documents. If so, she suggests new FAQs to fill those gaps. These suggestions appear under the Pending tab in the FAQ section. To review a suggested FAQ: - Go to Ember > FAQs and apply the Pending filter. - Review the suggested question and answer. - If the FAQ is useful, click the three-dot icon and select Approve. - Before approving, you can edit the answer to match your tone or style. 💡 Tip: You can view the original conversation that led to the FAQ suggestion. Just click on the conversation ID to review the context before approving the FAQ. Regularly reviewing and approving these suggestions helps keep your knowledge base accurate and aligned with real customer needs. Ember Usage Limits The ability to create and use FAQs in Ember depends on your Akece plan: - Free Plan: Not available - Standard Plan: Up to 10 documents and 1,000 responses per month - Business Plan: Up to 30 documents and 3,000 responses per month If you need help organizing your FAQs or refining Ember’s responses, reach out to our support team at [email protected] or connect with us on social media @akece.ai. We're here to help!

Last updated on Apr 30, 2025

How to Use Ember Memories

Ember Memories are important pieces of information automatically extracted from customer conversations. Their purpose is to provide context for future interactions, making support more personalized, agile, and efficient. For example, if a customer mentions they have a team of 18 people or expresses a specific preference, Ember will automatically save that information. When the same customer reaches out again, agents will have access to these details, enabling more accurate and tailored responses. What Kind of Information Does Ember Save? Ember identifies and stores key details shared by customers, such as: - Preferences (e.g., preferred communication style or channels) - Recurring questions or issues (e.g., “How do I manage users in the dashboard?”) - Specific requirements (e.g., “We’re on the Business plan and need the API for integration.”) - Operational context (e.g., “Our team has 18 members.”) These details are saved as notes in the contact’s profile and are accessible to the entire team during future interactions. Where to View Ember-Generated Memories All memories captured by Ember are stored in the Notes section of the customer’s profile in your Akece dashboard. To view them: 1. Open the contact profile from the Akece dashboard. 2. Go to the Notes tab. 3. You’ll see all stored memories, organized by date and accompanied by the context in which they were captured. These notes make it easier to follow up on customer history and ensure that each interaction is relevant and personalized. If you have any questions about using Memories or want help activating this feature, feel free to contact us at [email protected] or reach out via social media @akece.ai. We're here to support you!

Last updated on Apr 30, 2025

How to Use Ember Copilot

Ember Copilot is designed to help agents work more efficiently by offering smart, contextual suggestions directly within the Akece dashboard. With this feature, you can draft replies, translate messages, adjust the tone of a conversation, and find helpful resources to deliver faster and more accurate support. Where to Find Copilot To get started, make sure Copilot is enabled in your inbox. In the Akece dashboard, open a conversation and click on the Copilot tab next to the contact information in the right-hand sidebar. How Does Copilot Work? Copilot acts as an intelligent assistant during your conversations. It can: - Analyze the context of a conversation and suggest a reply - Translate messages while maintaining the original tone and meaning - Review the tone of your response and suggest improvements based on your brand’s voice - Find useful articles and resources related to the customer’s question These functions help make your communication clearer, faster, and more personalized—reducing response times and improving service quality. How to Use Copilot You can interact with Copilot by typing commands in natural language. For example: - “Write a polite reply explaining the delay and offering a new deadline.” - “Translate this message into Spanish.” - “Improve the tone of this reply.” Copilot uses the information from documents added to Ember to generate accurate and relevant suggestions. Once the suggestion appears, click “Use this response” to copy it directly into the message field. Tips to Make the Most of Copilot - Always review the generated suggestion before sending it, and adjust it as needed. - Use Copilot to enhance your replies with clearer instructions or extra context. - Encourage your team to use Copilot regularly to ensure smoother communication and better customer experiences. If you need help enabling or using Ember Copilot, feel free to reach out to us at [email protected] or contact us on social media @akece.ai. We're here to help!

Last updated on Apr 30, 2025