Introducing AI Assitant - Elvis Plesky

Why we are doing this?

We’re excited to introduce our AI Assistant Elvis Plesky, powered by ChatGPT, to help answer your questions faster than ever. AI Agent is designed to instantly respond to many common inquiries by leveraging our extensive knowledge base. In fact, about 70% of the questions our support team receives can be answered this way, ensuring you get the information you need right away.

For the more complex or unique issues, our dedicated human agents are always ready to step in and provide personalized assistance. By combining the efficiency of AI with the expertise of our support team, we’re able to offer a seamless, faster, and more reliable support experience.

How does it work?

1. When a ticket is created via the webform, it is initially routed to the AI Assistant, which uses publicly available information, such as the Plesk Knowledge Base, documentation and etc to provide a recommendation.
2. Elvis Plesky will then send you a reply from “Plesk” with the same subject you specified:

   

3. If needed, you can add more details by responding to this email.
4. If the AI Assistant cannot resolve the issue, you can request the ticket to be escalated to the Plesk Support Team.

Things to consider:

PLESK_WARN: The AI assistant currently responds via email only, therefore please make sure to check your mailbox. The option to view replies under self-service at https://support.plesk.com/hc has not yet been implemented.

PLESK_WARN: If no response is received, the AI Assistant will assume the issue has been resolved. If you require further assistance, please make sure to reply.​

How to describe the issue to get the most accurate response?

To get the most accurate response from AI Assitant:

• Be specific and clear about your problem.
• Provide relevant context, including any background details, what you’ve tried, and any error messages you’ve encountered.
• Break down complex issues into smaller parts and ask specific questions to help the AI focus on your needs.
• Including examples or error messages can improve the response.
• Lastly, clarify what outcome you’re aiming for, and mention any constraints like time or technology limitations.
• You can always ask follow-up questions to refine the solution further.

How do you train model to improve reply accuracy?

We continually monitor AI Assistant conversations and gather user feedback to train and improve the model on a daily basis. This ensures that the AI becomes more accurate and effective over time in addressing your questions.

While the AI Assistant is great at providing quick responses using the most relevant and up-to-date information, we understand that some inquiries are more complex. That’s why Plesk Support Team is always ready to step in and assist with these more challenging issues.

By combining AI-driven efficiency with human expertise, we aim to deliver a seamless and reliable support experience that evolves to meet your needs. Your feedback is crucial to this process, and we encourage you to reach out if you feel additional help is required.