Enable the Lem AI agent to assist your team in handling support tickets. Lem AI responds to newly created tickets and automatically assigns them to the right administrators, ensuring your customers receive 24/7 assistance. By learning from your guides and previous ticket resolutions, it provides customers with instant, helpful answers.
Lem AI is currently free while in beta. It will become a paid add-on.
Enable Lem AI for Support
On the left-side panel, click the (...) next to your location name.
Go to Location settings > Support.
Find the "Lem AI" section:
Assign tickets:
Choose "Auto-assign" to allow Lem AI to auto-assign tickets to relevant administrators.
Choose "No action" if you prefer to do it manually.
Reply to tickets:
Choose "Auto-reply" to allow Lem AI to provide the initial response to customer tickets.
Choose "No action" if you want to restrict Lem AI from replying in support tickets.
Lem AI for Support is disabled by default.
How Lem AI works in Support
Replying to support tickets
When a customer submits a ticket, Lem AI attempts to provide an immediate response. It draws information from your “Solved” and “Closed” tickets (learning how your team handles similar questions), location guides, location settings, and the member’s own subscription or membership data.
Lem AI only responds if it is confident it can help accurately, and it only provides the initial response. If it lacks confidence, it remains silent and leaves the ticket for your team to handle manually.
Lem AI can communicate in any language it recognizes; if it cannot recognize the user's language, it will default to answering in English.
To get the best results, keep your location guides up to date and ensure your team’s ticket responses are complete before closing them. Lem AI learns from these interactions to improve future answers. How to train Lem AI
Auto-assigning tickets to administrators
Lem AI analyzes past assignment patterns to determine the best admin asignee for each ticket. This happens independently of Lem AI’s auto-reply feature—meaning the Lem AI will assign an administrator and provide the initial reply at the same time.
To calculate the best assignee, the Lem AI reviews several factors, including the ticket type, the creation date, and which administrator is currently assigned to the most existing tickets.
Auto-assignment is only available if there have been more than 2 assigned tickets in the past 12 months in the location.
Train Lem AI
To get the most out of Lem AI, remember that its performance reflects the quality of your guides. Lem AI can make mistakes, so training it with high-quality data is the best way to ensure smart, reliable support for your space.
Add comprehensive location guides covering the questions you want Lem AI to handle. For example, if you require a custom form or specific documents before a booking, document this so Lem AI asks the customer for them in each booking application ticket.
Add guides with "Administrators" visibility to document internal procedures. These remain hidden from customers but are accessible to Lem AI, allowing it to follow your internal processes without exposing sensitive operational information.
Regularly review Lem AI’s interactions and identify frequent questions from your customers. Use these insights to update existing guides or create new ones to fill information gaps. If a response from Lem AI is not accurate, you can delete it just like a regular comment.
Inform members about Lem AI
To ensure a smooth transition and manage member expectations, we recommend being transparent about the introduction of Lem AI in Support. Here are a few tips to help members get familiar with Lem AI:
Share an update on your Feed introducing Lem AI and explaining how it will help provide faster answers to support tickets.
You can also mention Lem AI in your external email newsletters or via printed materials like posters or desk cards around your space.