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UiA: AI-Assisted Chatbot

UiA: AI-Assisted Chatbot

Release Date Jun 3, 2025

Overview

What

Our AI Chatbot, UiA, is integrated with the Customer Agent Portal in HubSpot and is supported by a robust foundation of internal resources, quick answer templates, and Academy documentation. This allows it to efficiently handle common inquiries and guide users to the right information without needing to escalate to a live agent.

Who

This will help get Ui.Marketing users answers to their questions quickly. It will also impact the Support team’s ticket volume.

Why

We created UiA to help provide our users with quicker responses and to free up time for our Support team. We also want to have more AI functionality within Ui.Marketing.

Example

A user wants to understand where to find Local SEO reporting in Ui.Marketing. They would ask UiA, it would then provide them a quick summary of where to go, and send the user a link to the Help Center Article

Walkthrough

Easily access the chatbot the same way you would submit a chat.

  1. Select the Help Chat icon in the bottom left-hand corner of the sidebar navigation.

  2. Click the chat bubble icon in the top right-hand corner and ask your question!

  3. UiA will provide an answer, and the user can either give it a or rating. This helps the AI learn how to provide better answers.

  4. At any time, the user can state they want to talk to a human or state their frustration. They will be routed to our Support team for real person help.

UiA Management

Only HubSpot admin users are able to mange UiA. Please reach out to @Reagan Smith or @Vivienne Duclos if you need something changed or added.

The links below may not work for most HubSpot users.

Performance Monitoring & Optimization

We actively track the AI Chatbot’s effectiveness through the Performance tab in HubSpot. Here, we monitor usage metrics and identify knowledge gaps weekly. This helps us continuously improve the chatbot’s coverage and ensure it can address as many user questions as possible with accurate, helpful responses.

Ongoing refinements are made based on user behavior, feedback, and missed questions. HubSpot provides us with Knowledge Gaps to help us call out areas that we are lacking information on.

Smart Routing via Triggers

Within the Configuration tab, we have set up intelligent Triggers to enhance the user experience. These triggers are designed to bypass the AI Chatbot and route specific chats directly to our Support Team—particularly for cases that require action-based responses rather than informational answers. As we refine our workflow, we will continue to add more triggers to ensure high-priority or complex issues receive immediate attention from a human agent.

Next Steps

We are committed to evolving our AI Chatbot to better support our users and our team. Future enhancements will include the expansion of its knowledge base, smarter routing logic, and deeper integration with product updates and documentation.

Not Included

  • UiA cannot answer questions related to a specific partner, division, advertiser, or user. This includes things like billing, specific campaigns, user management, etc.

  • UiA cannot handle action-based responses. For example, can a user be added to a line item?

Helpful Links

 

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