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Customer support 2023-02-13

Growparabolic

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Speeds up ticket resolution with smart support.

Overview

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Parabolic is an AI-powered customer support assistant designed to accelerate ticket resolution. It is designed to be embedded within existing ticketing software, such as Intercom, Zendesk, and Helpscout, and is trained on a user's support data.

It can detect a user's intent and auto-draft responses, both generalizable and customer-specific. It can navigate multiple back-and-forths, append upsells and cross-sells based on customer pain-points, auto-categorize incoming questions, and auto-index any response ever sent.

Parabolic can answer even rarely asked questions (RAQs) with just one match in a past conversation or knowledge base. Parabolic Intel Corp. provides a privacy policy, terms of service, and pricing for its AI assistant.

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Growparabolic was manually vetted by our editorial team and was first featured on February 22nd 2023.

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Pros and Cons

Pros

Speeds up ticket resolution

Embedded within existing software

Trained on user's data

Detects user's intent

Auto-drafts responses

Navigates multiple back-and-forths

Appends upsells/cross-sells

Auto-categorizes questions

Auto-indexes any response sent

Answers rarely asked questions

Integrates with Intercom

Integrates with Zendesk

Integrates with Helpscout

Agents can verify responses

Improves after every rejection

Understands independent of keywords

Generalizable responses

Customer-specific responses

Hooks to customer-specific data

Cons

Embedded only within specific software

Requires access to user's data

No multilingual support mentioned

Dependence on past conversations

Limited to drafting responses

No mentioned integrations with CRMs

Requires user verification for responses

Unclear categorization techniques

Upsell mode may be intrusive

No 24/7 support mentioned

Q&A

What is Growparabolic?

Growparabolic is an AI-powered customer support assistant designed to speed up ticket resolution by detecting user intent and auto-drafting responses. It integrates with existing ticketing software and learns from your support data to improve its responses and ensure your customer queries are handled efficiently.

How does Growparabolic speed up ticket resolution?

Growparabolic speeds up ticket resolution by utilizing AI to detect a user's intent and automatically draft responses. It extracts the user's true intent independent of specific keywords, establishes a match in a past conversation or knowledge base, and suggests a suitable response. Furthermore, it categorizes incoming questions for efficient triage and navigates multiple conversation back-and-forths, saving significant time in customer ticket resolution.

Can Growparabolic be used with ticketing software like Zendesk and Intercom?

Yes, Growparabolic is designed to seamlessly integrate with existing ticketing software like Zendesk and Intercom.

How does it detect a user's intent?

Growparabolic detects a user's intent independent of specific keywords. Meaning it focuses more on the message's overall context and intent rather than just relying on certain keywords. This enables it to understand the user's true needs and draft appropriate responses.

What are generalizable and customer-specific responses in Growparabolic?

'Generalizable' and 'customer-specific' responses in Growparabolic refer to two categories of responses that the AI creates. 'Generalizable' responses can be applied to broad inquiries and makeup about 30% of tickets. 'Customer Specific' responses refer to more individualized replies pertinent to a customer's unique request or situation, which can be about 25% to 40% of tickets.

How does the auto-drafting feature work in Growparabolic?

The auto-drafting feature in Growparabolic works by analysing the user's intent and then automatically drafting responses based on that intent. It does this by utilizing past conversations or knowledge bases to create suitable responses for both generalizable and customer-specific tickets.

How does Growparabolic handle upsells and cross-sells?

Growparabolic is capable of appending upsells and cross-sells based on the customer’s pain-point. This means utilizing information identified in customer interactions as potential opportunities to suggest additional products or services, thus enabling support to also operate as a sales channel.

What is Growparabolic's auto-categorization feature?

Growparabolic's auto-categorization feature automatically tags and triages incoming questions to the appropriate category, such as payments or memberships. This allows for efficient sorting of customer queries and quicker response times.

Does Growparabolic have its own privacy policy and terms of service?

Yes, Growparabolic provides its own privacy policy and terms of service.

How does the multistep navigation work in Growparabolic?

The multistep navigation in Growparabolic refers to the AI's ability to handle multiple steps within a conversation. As the conversation progresses, Growparabolic can effectively navigate and respond accordingly.

Can Growparabolic answer rarely asked questions (RAQs)?

Yes, Growparabolic is equipped to answer rarely asked questions. It only needs one instance of a similar question in a past conversation or knowledge base to suggest a suitable response.

What is a 'user's true intent' according to Growparabolic?

A 'user's true intent' according to Growparabolic refers to the underlying need or question that the user has, independent of specific keywords in their question or request. It allows the platform to determine what the user actually needs help with, even when it's not explicitly stated.

How does Growparabolic train itself to improve?

Growparabolic trains itself to improve after every rejected draft. This 'human-in-the-loop' approach involves agent verification of responses before they're sent out. Reinforcing the AI's learning process and improving the accuracy of its responses over time.

What ticketing software is Growparabolic compatible with?

Growparabolic is designed to work with multiple existing ticketing software which includes but is not limited to Intercom, Zendesk, and Helpscout.

Can Growparabolic pull data from databases like Segment and Snowflake?

Yes, Growparabolic can pull data from databases including Segment and Snowflake. This makes it more adaptable and efficient in handling customer-specific queries.

Does Growparabolic provide a demo?

Yes, Growparabolic provides a demo, a feature that one can sign up for directly from their website.

How can Growparabolic help me not to answer the same question twice?

Growparabolic helps you not to answer the same question twice by auto-indexing any response you've ever messaged to a customer. This allows it to suggest responses based on previously answered questions, eliminating repetition.

What is the human-in-the-loop feature in Growparabolic?

The 'human-in-the-loop' feature in Growparabolic refers to the ability of human agents to review and verify the responses that the AI drafts. This helps to ensure the quality and appropriateness of the responses and allows the AI to learn and improve from feedback.

How does auto-indexing of any responses work in Growparabolic?

Auto-indexing in Growparabolic works by logging and organizing every response ever messaged to a customer. This indexed data forms a knowledge pool utilized for identifying relevant solutions to new customer inquiries quickly, irrespective of how frequently those queries come up.

What is Growparabolic's pricing model?

IDK