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Messagepoint Harnesses AI to Transform Customer Communications


Businesses diligently accumulate vast repositories of customer communications. These collections, brimming with intricate details, are laden with industry-specific language, intricate legal terminology and various other forms of content. Within these extensive archives, companies employ specialized jargon, technical terminology and intricate legal language to ensure accuracy, adherence to regulatory guidelines and precise communication with customers.

However, these linguistic intricacies, while essential for internal clarity and legal compliance, create a barrier for the average consumer. A study by APM Research Lab reveals that over 50% of Americans read below a sixth-grade level, prompting organizations to recognize the pressing need to enhance the clarity of their messages.

Because of studies like the one by APM, enterprises better understand the importance of crafting more widely comprehensible content that effectively conveys the intended message and is tailored for optimal delivery.

The thing is, however, that executing these improvements poses a challenge due to resource constraints.

In comes Messagepoint with the availability of AI-powered content generation to support the optimization of customer communications.

Leveraging the advanced capabilities of OpenAI's ChatGPT and GPT-4, this innovative release introduces an enhancement to Messagepoint's AI engine, known as MARCIE. The integration of OpenAI's technology empowers MARCIE to revolutionize Assisted Authoring. Messagepoint's Assisted Authoring is part of its intelligent content hub, utilized by organizations in various sectors.

The integration enables real-time detection of reading levels, sentiment and brand alignment in customer communications. Users receive rewritten content that adheres to organizational standards and adjust content length while preserving meaning.

With the augmented AI-powered Assisted Authoring, enterprises now have a tool at their disposal to optimize and streamline their content creation processes. Marketing and servicing teams benefit from the speed and ease of implementing recommended changes, ensuring that their communications resonate effectively with the intended audience.

“We recognize that the important and sensitive nature of these customer communications means content generation must be carefully managed and controlled,” said Steve Biancaniello, founder and CEO of Messagepoint. “Our team of AI experts has implemented carefully designed controls and prompts to harness ChatGPT and GPT-4 for enterprise-grade applications, while ultimately leaving the final decision up to the humans in charge."

Messagepoint’s enhanced Assisted Authoring capabilities are available in its 23.1 release, set for May 31, and there are plans to explore additional language model solutions for expanded client options in the future.

Edited by Alex Passett
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