Can artificial intelligence (AI) carry out meaningful and complex conversations with your customers every single time?
No, not quite yet, but it can help your human agents by offloading some of the more rote work and common requests, streamlining the customer support process. For this reason, contact center solutions providers are increasingly integrating generative AI into the customer support function.
Customer experience (CX) solutions provider Sinch recently launched Smart Conversations, an AI capability integrated into Sinch's Conversation API. This addition is expected to enable businesses to automate and personalize conversations across multiple channels, leading to improved customer experiences while optimizing costs. The capability will be offered through Sinch’s Customer Communications Cloud.
Smart Conversations uses AI technology to analyze incoming messages from any channel supported on Conversation API, providing businesses with insights into customer journeys and customer intent, and allowing them to deliver improved CX. Unlike traditional chatbot solutions, Smart Conversations in combination with Conversation API can transcend basic responses, offering businesses a comprehensive solution for enhanced customer engagement.
In the announcement, Sinch noted that Smart Conversations goes beyond just generative AI, offering a range of advanced models such as document comprehension from images (OCR), profanity detection, document classification and automatic audio transcription. These features streamline processes and eliminate the need for additional integrations, making Smart Conversations ideal for businesses seeking AI-powered enhancements.
"As part of Sinch's commitment to innovation, generative AI models are now being seamlessly integrated into our technology components," said Jon Campbell, Senior Director of Messaging Products for Sinch. "This type of integration helps both our B2B software builders as well as our enterprise customers as it enables natural language processing tasks to be trained with fewer examples, leading to more accurate responses and improved customer experiences. By combining the power of generative AI models with Sinch's own Conversation API, Smart Conversations now offers turnkey sentiment analysis, providing businesses with deeper insights into customer feedback."
Edited by
Alex Passett
