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What is Unthread AI?

Unthread AI uses the latest in GPT-based AI to scale up your team’s support capabilities.

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AI Features

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AI-Generated Responses

Unthread AI can recommend a response to a question based on your existing documentation. From there, it can:

  • Suggest the response privately to the support rep
  • Reply directly as a bot to the customer message

We’ve got an article dedicated to AI responses where you can learn more.

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Automatic Tagging

Tags are a great way to get deeper insights into the types of requests that your team is seeing. We commonly see tags like “Bug” or “Feature request” as well as more descriptive tags like “Backend service workers”. In your analytics tab, you can get a series of reports broken down by types of tags.

Once you’ve created your tags, you can have Unthread AI automatically apply tags to conversations based on message content. Some things to note:

  • First, enable the auto-tagging feature in your dashboard
  • AI tags will only be applied when the conversation is created
  • You can manually adjust tags at any time to override

Some best practices:

  • Use descriptive tag names
  • Add descriptions to tags to help the AI better understand what the tag is about
  • Check your “Analytics” tab to see how tags are trending

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Generate Titles

Conversations appear in your inbox based on the title. Titles by default are generated by the content of the customer message, but AI-generated titles can create a short, descriptive title based on the message content.

Example input:

Hi team! Do you have documentation on what is required on from our web developer in order to embed your live chat support widget into our website to start fielding requests there? I checked the documentation but didn’t see anything.

AI-generated title:

Customer needs documentation to embed the live chat widget

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Summarize Conversations

Conversation summaries are posted into the triage channel after a conversation is closed. These summaries are typically 2 to 3 sentences describing the customer and support rep messages and will note the resolution of the thread.

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Surface Similar Conversations

Similar conversations will be available in the right panel of the conversation details page.

You will be able to see the previous conversation’s question & resolution, and can easily click in to view the full thread.

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Sentiment Analysis

Understand your customers with a numerical store measuring the positivity of their tone when speaking with support reps.

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Knowledge Base Management

Connect your Knowledge Base to Unthread, and we’ll be able to generate answers and gather feedback on which answers are missing in your docs.

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How do I get access?

Head over to the “Settings” > “AI” tab from your Unthread dashboard. From there, you’ll be able to enable AI features instantly.

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Security

Unthread AI takes a privacy-first approach to leveraging LLMs.

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Unthread Servers

  • Your data is never used to train our own model
  • Your data is never used in AI generation of any other Unthread customer
  • Your data is always encrypted in transit and at rest
  • Your data is encrypted with a unique tenant key specific to your account

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OpenAI

Unthread integrates with OpenAI’s API for LLM functionality. We generate a separate workspace within OpenAI’s platform per tenant that keeps data completely isolated.

Ownership

You own and control your data. You own your inputs and outputs (where allowed by law).

Control

You decide who has access within your organization

Security

Data encryption at rest (AES-256) and in transit between us and OpenAI, and between OpenAI and their service providers (TLS 1.2+)

More on OpenAI’s security and privacy policy can be found here.

This is all in addition to Unthread’s already strict, industry-leading, and SOC2-compliant security practices that can be found at unthread.io/security

Tips & TricksAI Responses