How to Select an AI Text Response Vendor
A good AI text response vendor should understand arbitrary customer questions, consume proprietary knowledge, and generate highly relevant responses. Gleen AI is a GenAI customer service solution that can be concurrently deployed across multiple channels, including text/SMS.
SMS or text has emerged as a popular channel for customer support.
Many businesses across industries are leveraging this medium to address queries and assist their clients.
However, as the volume of texts rises, companies are now turning to AI to manage the load and improve customer service.
But how can companies navigate the AI landscape and choose the most efficient text responder?
This blog explores how to select the best AI text response vendor for your enterprise.
Background: What is SMS?
Short Messaging Service, or SMS, is the standard protocol for sending and receiving text messages on mobile devices.
It allows users to send short messages limited to 160 characters.
SMS has existed since 1992 and became popular with the adoption of mobile phones. It remains a popular communication tool even today.
What are current text response solutions?
Text response solutions have significantly evolved over the years in the customer support landscape.
Traditionally, operators have been the center of text response systems. They manage and answer each customer query individually.
However, with the exponential growth of digital communications, this method has been inefficient and causes delays in response time.
An automated, "canned" response system can mitigate some of these challenges. This system can send predefined responses based on specific triggers or keywords.
However, this system still lacks the understanding and personalization that customers expect from their interactions.
A respond to text AI system is the latest evolution for a text response solution. These systems leverage conversational AI and generative AI to respond to customer texts.
A text response system leverages AI to both understand the context of customer queries and provide accurate, personalized responses.
An AI text response system can also handle large volumes of queries, learn from past interactions, and improve over time.
Picking the best AI text response system means considering effectiveness, cost, scalability, and customer needs.
Criteria for selecting the best AI text response vendor
To select a best-in-class AI text message responder, you should consider the following criteria:
Proprietary Knowledge Upload
You should be able to upload proprietary company data to an AI text response system.
The system must gather information from different sources. These sources include FAQs, support knowledge bases, product data sheets, and resolved help desk tickets.
The knowledge gathering process should be easy.
Knowledge Utilization
The AI text response system should leverage existing company support knowledge in its responses. There should be no need to create a new SMS/text-specific knowledge base.
Complex Question Understanding
The AI should comprehend complex customer queries. This ensures accurate and useful responses.
Acronym and Emoji Understanding
The AI text responder should understand common SMS acronyms such as "GTG" and interpret emojis. This enables personal and engaging customer interaction.
Multilingual Support
The AI text responder should know how to comprehend foreign languages and respond accurately in the same language.
Relevance and Accuracy
An AI text responder should provide accurate and relevant responses.
No Hallucination
The AI text responder should not make up information that isn't present in its knowledge base. In other words, it shouldn't hallucinate.
Concise Responses
Responses should be succinct and fit within as few SMS messages as possible.
Supporting Documents
The AI respond to text system should provide links to documents with more detailed answers when necessary.
Auto-Crawling
The AI text responder should automatically re-crawl the knowledge base to keep its information current.
Integration
The AI text responder should integrate with your existing stack, including SMS service provider, help desk solution, and CRM.
Personalization
The AI text responder should be able to personalize text messages to enhance customer experience, especially with CRM integration.
Seamless Live Hand-Offs
The AI text responder should be able to escalate conversations to live agents during business hours. An AI text responder should also direct queries to email after hours.
During live hand-offs, the AI text responder should forward the entire SMS thread to the help desk solution. This will minimize the need for customers to repeat themselves.
Admin Monitoring
The AI text response system should allow the admins to monitor the performance of the AI text response system.
Feedback Collection
The AI text response system should collect customer and admin feedback on responses.
Continual Improvement
The AI text response system use the customer and admin feedback to improve response quality over time.
Gleen AI: A Leading AI Text Response Solution
The demand for improving the efficiency of customer service is ever-increasing. This drives businesses to turn to AI to manage the load.
SMS or text messaging has emerged as a popular channel for customer support. However, the traditional methods of handling customer inquiries have proven inefficient.
Enter AI text responders. A best-in-class AI text responder should handle proprietary company data, understand complex queries, support multilingual interactions, and provide accurate and relevant responses.
Gleen AI is a generative AI solution for customer support teams.
Gleen AI can deploy in all customer support channels, including email, Discord, Slack, and live chat, and text/SMS.
Gleen AI can simultaneously operate across all these customer support channels using the one unified knowledge base.
As a chat AI respond to text, Gleen AI can automatically shorten its responses.
Gleen AI's answer relevance is unparalleled.
Most importantly, Gleen AI doesn't hallucinate. For example, here's a video of Gleen AI and a GPT trained on the same knowledge. Gleen AI doesn't hallucinate, but the GPT does.
Gleen AI has all the criteria for a leading AI text responder. Get a demo of Gleen AI, or create your own free generative AI chatbot with Gleen AI now.
