AI-assist for Salesforce live chat support
AI-assisted live chat support
OpenAI’s ChatGPT, the generative AI chatbot that reached 1 million users in just 5 days, has taken the world by storm. Since then, Many ChatGPT integrations have mushroomed, seeking to extend the functionality of popular apps by harnessing the power of ChatGPT.
Using ChatGPT is especially useful in live chat support. Far too often, customer support agents find themselves overwhelmed by the sheer volume of customer support inquiries. Live chat support conversations sometimes disconnect or are forgotten about entirely. When this happens, a different customer support agent takes over—and then has to reread the entire chat to get up to speed on the conversation. Customers, meanwhile, are frustrated by the lack of efficiency.
Sendbird’s Salesforce Connector solves this problem. With the Salesforce Connector’s AI-powered Summarize feature, live chat support agents can quickly receive a brief overview, with relevant context, of the customer's issues or concerns without spending unnecessary time rereading the entire chat. This helps human agents respond faster and more efficiently.
Here’s a quick overview of the Salesforce connector.
Conversations AI overviews for live chat support agents
Agents gain an efficient overview of ongoing discussions by generating concise conversation summaries often triggered by specific events, such as changes in case status or owner. This enables them to quickly grasp the context and key points of the conversation, facilitating informed decision-making and prompt responses. Live chat support agents no longer need to spend time sifting through lengthy chat transcripts, enhancing their productivity and enabling them to provide more personalized and practical support to customers.
To offload work from your support chat agents, check out our AI support agent, which integrates with Salesforce.
AI-assisted customer support
The foundation of the condensed conversation summary results in fast and accurate agent responses, which means that customer issues are resolved more quickly.
In addition, efficiently understanding the context and history of a conversation allows agents to offer personalized support and build stronger customer relationships. Ultimately, the Summarize feature empowers agents to deliver exceptional customer service and satisfaction.
Time savings and increased productivity for live chat support agents
The Summarize feature saves valuable time for live chat support agents by automating the summarization process with ChatGPT. Agents no longer need to manually review and analyze entire conversations to extract relevant information. This time-saving advantage enables agents to handle a higher volume of inquiries and allocate their resources more efficiently. By reducing administrative tasks and eliminating the need for extensive review, agents can focus on core responsibilities, such as problem-solving and nurturing customer relationships. As a result, productivity increases, and live chat support agents can provide a higher level of support to a larger customer base.
How to get started with the Salesforce Connector’s Summarize feature for live chat support?
To get started, set up the Salesforce Connector first. This is a breeze with our user-friendly instructions. After this, you can start using the Summarize feature right away!
