(re)Introducing Abbot - a Copilot for Customer-Facing Teams

Think of Abbot as your trusty co-pilot, taking care of the mundane tasks so you can focus on providing excellent customer service. By automating repetitive tasks and streamlining workflows, Abbot can help your team provide excellent customer service without getting bogged down by rote work.

Abbot's new features help fast-moving teams use Slack for customer support even more efficiently. These new features include automatic thread summarization, suggested next steps, automated topic tagging, and the ability to run code (called Skills) when specific topics are tagged on a conversation. Let's take a closer look at each of these features and how they can help your team.

Automatic Thread Summarization

It is overwhelming to sift through a ton of messages to find the information you need. Especially when your team monitors multiple Slack channels for customer support. That's where Abbot's automatic thread summarization comes in. Abbot will monitor the room and automatically summarize threads, so you can quickly understand what's happening without wasting time scrolling through endless messages. Since Abbot already monitors threads, it can also notify your team when a customer has been waiting too long for a response.

Suggested Next Steps

Once you've found the information you need, it's important to know what to do next. That's why Abbot now includes suggested next steps, so you don't have to waste time figuring out what to do next in a thread. Abbot will analyze the conversation and suggest the best next steps to take. Later, Abbot will even be able to perform some of the next steps itself!

Automated Topic Tagging

With automated topic tagging, Abbot can help you organize your conversations and keep track of important information. Abbot will automatically tag conversations with relevant topics, so you can easily find and reference them later. You can add your own tags to conversations as well, so your team can track any topics they want.


Abbot's Skills feature allows you to run code when specific topics are tagged on a conversation. For example, you can use Abbot to automatically create a task for a team member when a customer mentions a specific topic. Or you can use it to trigger a personalized follow-up message to a customer when they express dissatisfaction. With Skills, the possibilities are endless.

Smart documentation search

Abbot can search your documentation from chat using natural language. When Abbot detects that your customer has asked a question that could be answered by your documentation, it can automatically search using natural language and summarize an answer, including links back to the original documentation. Because this can be attached to Abbot’s automated topic tagging, this can be fully automated–your customers get the answers they need quickly, freeing up your customer-facing team to focus on what matters most.

These new features are designed to help fast-moving teams use Slack for customer support even more efficiently. With Abbot on your team, you'll be able to work smarter, not harder. So why not give Abbot a try and see how it can revolutionize your customer support team?

Say goodbye to repetitive tasks and hello to more time for the things that matter. Try Abbot today and see the difference it can make for your team!

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