Enhance Customer Support with Semantic Search in HubSpot Workflow

Enhance Customer Support with Semantic Search in HubSpot Workflow

Table of Contents:

1. Introduction

2. Understanding Semantic Search

3. Benefits of Using External Semantic Search API

4. The Workflow: How It Works

5. Steps to Set Up the Workflow in HubSpot

6. Creating the Workflow for Incoming Tickets

7. Setting Up the Trigger

8. Adding the Custom Code Action

9. Configuring the Custom Code Action

10. testing the Workflow

11. Conclusion

Introduction

In this Tutorial, we will explore a workflow that can help customer support teams respond quickly and accurately to client issues. We will focus on using an external semantic search API to compare incoming tickets to a database of previously resolved tickets. This will allow us to efficiently assign tickets to the right support agent and provide them with the necessary information to resolve the issue.

Understanding Semantic Search

Semantic search is a powerful feature that enables us to analyze the meaning behind words and phrases, rather than just relying on keyword matching. By understanding the context and intent of the search query, we can provide more accurate and Relevant results.

Benefits of Using External Semantic Search API

Using an external semantic search API offers several advantages. Firstly, it enhances the speed and accuracy of ticket resolution by quickly identifying similar tickets in the system. Secondly, it allows us to leverage the expertise and knowledge contained within resolved tickets to provide more efficient support. Additionally, it reduces the amount of information required from the client, simplifying the support process.

The Workflow: How It Works

The workflow starts when a new ticket is created. It consists of three operations: finding similar tickets, assigning the new ticket to the support agent who resolved the closest similar ticket, and updating the ticket with links to similar tickets.

To implement this workflow, we will utilize a combination of HubSpot Tickets API and OpenAI's GPT-3 API. The HubSpot Tickets API will provide the necessary ticket information, while the OpenAI API will convert the ticket data into a numerical vector representation for comparison.

Steps to Set Up the Workflow in HubSpot

1. Creating the Workflow for Incoming Tickets

   • Start by creating a new workflow in the HubSpot portal.
   • Choose "Ticket-based workflow" as the CRM object type.

2. Setting Up the Trigger

   • Define the trigger for the workflow to start when a new ticket is created.
   • Filter the trigger based on the ticket status, specifically when it is set to "new."

3. Adding the Custom Code Action

   • Add a custom code action to the workflow.
   • This action will use the code from a GitHub repository that performs the semantic search and updates the ticket with the necessary information.

4. Configuring the Custom Code Action

   • Provide the required incoming data to the code, including the ticket name, description, owner, and ID.
   • Set up the environment variables, such as the HubSpot token and OpenAI token, in the secrets section.

5. Testing the Workflow

   • Test the custom code action separately to ensure its functionality.
   • Test the entire workflow by creating a new ticket and observing the results.

Conclusion

In conclusion, utilizing an external semantic search API in a workflow can significantly improve the efficiency and accuracy of customer support ticket resolution. By leveraging the power of semantic search, support agents can quickly access relevant information from past resolved tickets, leading to faster issue resolution and improved customer satisfaction.