Purpose and Features
Our chat channel is now enhanced with Artificial Intelligence. It analyses the correspondence between the agent and the customer real-time and delivers on the fly response templates! Designed to increase quick responses, effective communication, and customer satisfaction, this feature takes the chat experience to the next level.
Purpose:
To assist agents by providing insightful response alternatives and optimize the customer service process.
To help agents to respond more quickly and effectively.
To increase customer satisfaction and enhance the overall customer experience.
Features:
Based on the last 5 chat messages, potential 3 responses are suggested to the agent.
Agents have the option to directly select and send the recommended responses or make revisions as needed.
The capability to use these features is available on various platforms such as WhatsApp, Web Chat, Facebook, Instagram, Infobip, Telegram, Business Messages, Viber, and more.
The supported languages for the Artificial Intelligence response are as follows. No specific definitions are required for these languages. The AI will automatically generate responses based on the language of the last 5 messages in the conversation. If a language outside the supported ones is detected in the message content, the AI will generate a response in the closest language to the conversation's language.
Turkish, English, French, German, Spanish, Arabic, Russian, Chinese, Japanese, Greek.
Benefits
Quick Response:
Thanks to the suggested responses, agents can quickly reply and reduce waiting times.
More Effective Communication:
Artificial Intelligence learns from conversation history to provide more personalized and effective responses.
Customer Satisfaction:
Increases customer satisfaction with quick and accurate responses, positively impacting the overall customer experience.
Usage Across Various Platforms:
Supports integration on widely used platforms such as WhatsApp, Instagram, Infobip, Telegram, Web Chat, Facebook, Business Messages, Viber Chat, and more.
Instructions
To enable this feature, go to System Administrator > Chat > Chat Widget, and choose the widget you want to activate this feature for.
Activate the "Allow AI Suggestions" permission within the widget settings.
Once you grant the permission, the "Artificial Intelligence Response" feature will be enabled for chat conversations coming from this widget on the representative interface.
Usage on the Agent Interface
For example, the message sent by the end user is as follows:
When the agent clicks on the "Artificial Intelligence Response" icon indicated in the following image, they will receive three suggested responses from the artificial intelligence.
If the agent clicks on the edit icon for the suggested 3 messages, the suggested content is moved to the messaging box, allowing the representative to make edits and send the message.
Alternatively, without making edits, the agent can directly send the artificial intelligence suggestion as a response by clicking the send button located to the right of the suggested content.
We wish your operation benefits from this new release and look forward to hearing your feedback!