Overview
Standardize answers, A/B test macros, and auto‑select locale‑appropriate replies.
Problem
Inconsistent answers and tone across agents and languages slow down resolution.
Solution
Build a shared macro library with variables, experiments, and locale variants auto‑inserted by session language.
How it works
Knowledge managers author macros with variables like {{first_name}} and {{order_id}}. Supervisors run A/B tests and add locale fallbacks, including RTL support.
Who is this for
Knowledge Manager
Supervisor
Expected outcomes
- Faster replies with consistent tone
- Higher CSAT across languages
Key metrics
Macro adoption
Baseline
15 % of replies
Target
55 % of replies
CSAT (non‑EN locales)
Baseline
4.1 score
Target
4.5 score
Gallery
Downloads & templates
Case studies
Travel brand localizes support at scale
Localized macros boosted non‑EN CSAT by 0.4.
Travel Enterprise Global
Security impact
- Macro content only · PII: none
Compliance
- SOC2 (change management)
Availability & next steps
Free
Team
Business
Enterprise