How to Select an AI Email Response Vendor
Generative AI solutions like Gleen AI understand the full context of an email and compose highly relevant and accurate responses to any customer email. And, Gleen AI doesn't hallucinate.
Email is key customer support channel.
As we get more and more emails, many companies are using AI. This helps them handle more emails and improve how they talk to customers.
Finding the right AI email assistant can be challenging. The best ones don't just answer emails. They should be able to answer any customer query on any channel. This includes email, text, Slack, live chat, Discord, social media, and even social media ads.
They understand different customer queries using your company's unique information.
Studies show that AI can reduce response times by 50%, enhancing customer satisfaction by 70%.
In this article, we'll look at how to choose the best AI for emails. We'll make sure your business stays on top in customer service and responds effectively.
Background: What is Email?
Everyone knows email.
Email, or electronic mail, is a method of exchanging messages over the Internet. Emails have no character limit, so you can share more information in an email relative to SMS. You can also attach documents to an email and embed graphics and links.
Email has been around since the early days of the internet. It remains one of the communication channels, especially in business and customer support. Millions of people and companies use email every day.
What is an Email Responder?
In a customer service setting, customer emails can grow into a large backlog.
In the past, people handled every email. But as digital communication grew, this got slower and led to waits.
Brands started using automated email responders to address this challenge. They send pre-written emails based on certain words or triggers.
These email responders can respond to extremely simple emails. They have difficulty, however, in understanding and responding to complex emails.
They don't fully comprehend context, and, as a result, they don't truly grasp what the customer needs or wants.
What is an AI Email Responder?
AI email responders are now changing how we handle emails.
Specifically, generative AI enables email responders to understand the full context of an email. In addition, AI email responders can now compose highly relevant and accurate responses to any customer email.
If you're planning to use AI to respond to emails, be sure to consider the following criteria.
Get a Gleen AI demo, or build your own generative AI chatbot for free using Gleen AI today.
Selecting the Best AI Email Responder: Key Criteria
When choosing a top AI email responder, consider these important points:
(1) Uploading Proprietary Company Knowledge
You should easily upload your company's knowledge base to the AI email responder. It should gather info from FAQs, support knowledge bases, product sheets, and resolved help desk tickets.
(2) Using Existing Knowledge
The AI should use your company's current support knowledge. You shouldn't need to create a new email-specific knowledge base.
(3) Understanding Complex Questions
The AI must understand complicated customer emails for accurate, helpful replies.
(4) Longer Responses
AI email responder should send comprehensive emails to reduce back-and-forth communication, as email is asynchronous.
(5) Multilingual Capability
The AI should understand and reply accurately in multiple languages.
(6) Relevance and Precision
The AI must give correct and relevant answers.
(7) Avoid Hallucination
The AI shouldn't invent information not in its knowledge base. In other words, the AI shouldn't hallucinate.
Here's a video of Gleen AI and a GPT trained on the same knowledge. The GPT hallucinates, but Gleen AI doesn't. (This video shows Gleen AI interacting via a live chat window, but it's ability to avoid hallucination also applies to automatic email responses.)
(8) E-Mail Thread Context
The AI email responder should remember all emails in the email thread and avoid repeating itself.
(9) Provide Links to Supporting Documents
The AI should link to detailed documents when needed.
(10) Auto-Updating Knowledge
The AI should keep its knowledge base updated automatically.
(11) Easy Integration
The AI must work with your current systems like email providers, help desks, and CRMs.
(12) Personalizing Emails
The AI should tailor emails for a better customer experience, especially with CRM integration.
(13) Smooth Transfer to Humans
The AI should transfer conversations to live agents easily. During transfers, it should share the email conversation history.
(14) Admin Monitoring
You should be able to check how well the AI is working.
(15) Collecting Feedback
The AI should gather feedback from both customers and admins.
(16) Continuous Improvement
The AI should use feedback to keep getting better at responding.
(17) Be Omnichannel
An AI email responder is great.
But what if the same AI can respond to SMS messages, live chats, Slack messages, Discord messages, and social media posts?
A good AI responder should be omnichannel. It should respond to customer inquiries on any customer support channels, not just email.
This ensures your customers have a consistent support experience. It also dramatically improves response time and customer satisfaction.
Gleen AI: An Advanced AI Email Responder
Businesses are always looking for ways to improve customer service. This is why many are turning to AI solutions.
Email has become a vital part of customer support. Traditional methods for handling emails are often slow and ineffective.
This is where AI email responders come in. A top AI email responder should manage special company information, understand complicated questions, handle multiple languages, and give accurate and relevant answers.
Gleen AI is a generative AI tool for customer support teams.
Gleen AI is fully omnichannel. It works on email, Discord, Slack, live chat, and even SMS. You can configure Gleen AI response length by channel.
Gleen AI operates across these channels using a single knowledge base. This means it can handle email responses and other forms of communication all at once.
For email responses, Gleen AI can make its replies longer and more comprehensive. It can also provide links to public documents in your support knowledge base.
Its ability to give relevant answers is unmatched. And, it doesn't hallucinate.
Gleen AI meets all the standards of a best-in-class AI email responder, making it an essential tool for customer support teams.
Request a Gleen AI demo, or build your own generative AI chatbot for free using Gleen AI today.
