Achieving positive customer engagement is a critical goal for companies to pursue today. Research has found that nearly 90% of consumers expect their experiences to be digital, personalized, natural and convenient, with 80% preferring to accomplish their tasks through self-service. As a result, enterprises are under great pressure to meet these customer expectations on every channel of interaction, while driving down costs and increasing operational efficiency. One of the most critical elements of managing customer expectations is to know what’s going on in these conversations. This is where AI comes in.
SaaS-based autonomous customer communications platform provider CommBox recently announced the first in a series of artificial intelligence (AI)-driven capabilities based on OpenAI's ChatGPT integrated into its platform. The integration is expected to enable new autonomous conversation capabilities that maximize customer satisfaction, improve efficiency and drive new revenue opportunities.
Integrating ChatGPT's generative AI capabilities into the CommBox platform enables the enterprise with new capabilities for achieving these goals, said CommBox in a statement. For example, companies using the solution can now leverage automated summary report generation, covering the entire customer conversation, with both human and automated agents and across every digital channel of interaction. The summary is presented to the relevant agent with action items for follow up, escalation, resolution, or lessons learned.
This new AI-powered capability enables consumers to get inquiries addressed faster and more accurately, as it eliminates the overhead of manual summaries. This way, agents can focus on the right and needed next steps for delivering more value and securing customer satisfaction.
"These are exciting times for the world of customer experience,” said Yaniv Hakim, founder and CEO of CommBox. “With our platform, organizations are already managing as much as 85% of their customer conversations without a human agent and are increasing customer satisfaction by as much as 60%, while profoundly reducing costs. This integration with ChatGPT demonstrates our commitment to continually bringing innovation that empowers the enterprise to maximize the value of AI and which accelerates the autonomous customer experience revolution."
Edited by
Alex Passett
