Artificial Intelligence
AI support in customer service can significantly speed up and simplify the tasks of employees involved in this area.
The artificial intelligence available in Responso is a much more technologically advanced solution than the chatbots used in recent years in customer service. Primarily, our AI (artificial intelligence) generates unique responses and does not send them automatically to the customer; instead, it assists the agent in crafting various messages. You don't have to waste time pondering a response—AI will suggest what to write!
To use AI support, simply press the button with the wand icon in the response window.
Generating the Entire Message
Generate a Response
AI can create a response to a customer message from scratch. The text will not only fit the latest message in the thread but will also consider the context of the conversation—taking into account the previous exchange in the conversation. To use this feature, click the wand icon in the response window and select Generate Response.
Order Information
This option works when integrated with external sales management systems (currently BaseLinker). The AI can use the existing connection to search for information related to the order mentioned in the message and create a response that includes this information. To do this, click the wand icon in the response window and select Order Information.
Text Correction
Polite Form
AI can transform your written text, changing its form to be more formal and polite while retaining the substantive meaning of the message. To do this, select the entire text or a specific fragment, click the wand icon, and choose Polite Form.
Grammar Correction
When writing in haste or under stress, mistakes can easily happen. AI can improve the content you’ve written by correcting spelling, punctuation, typos, and overall text readability. To use this option, select the entire text or a specific fragment, click the wand icon, and choose Grammar Correction.
Language of the Response
AI creates responses by default in the language in which the customer's message was written. However, if you want to reply in a different language than the one used by the customer, you can also use the translation option. To translate the text, click the translator icon.
AI Autoresponder
AI in Responso not only helps you write responses to customers but can also do so entirely without your involvement if you set up an AI autoresponder. The working principle is similar to that of generating responses. However, keep in mind that AI is constantly learning—if you want to try this feature, we recommend starting by testing it on a small group of customers.
You can read more about setting up the AI autoresponder automated action here.
Context Reading
Depending on the issue the customer is writing about, the response procedure may vary—for example, returns may be handled by a specific employee, and messages related to them should be directed to that person. To simplify message management, we’ve introduced the ability to determine the context of a message. The context can be manually added by an employee, or it can be automatically assigned by AI immediately after the message is received. To have AI handle context reading, enable this in Company Settings, under the AI tab.
You can set whether the context is managed by employees or AI.
Return under the ticket preview is a labeled message context. Context can trigger automatic actions (e.g., sending a return form in response to a message with the "Return" context).
Sentiment Analysis
Managing emotions is an important part of customer service work. Upset customers may require more urgent attention than calm ones, so sentiment analysis of messages is a useful tool that improves workflow. You can enable this feature the same way as context reading, in the Message Sentiment tab. Sentiment analysis can also be done manually by an employee or automatically by AI.
You can set whether the sentiment is managed by employees or AI.
Sentiment is displayed in the inbox as an emoji.
Automation Using Sentiment and Priorities
Analyzing the emotions of a customer is particularly useful for prioritizing customer service actions. The frustration of a negatively inclined customer will increase with the wait time for a response, so it's best to serve them first. When sentiment analysis is handled by AI, you can program an automatic action that, upon assigning a specific sentiment to a ticket, also assigns it the status "Urgent."
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