Your Complete Guide to SMS AI
SMS is a critical communication channel. Generative AI for SMS solutions like Gleen AI ingest unlimited proprietary knowledge, understand complex questions, and generate relevant responses in real time. Best of all, Gleen AI does't hallucinate.
Enterprises across different industries are using SMS or texts for customer support.
Many businesses utilize this tool to respond to customer queries, send notifications for updates, and assist customers.
However, with the rising number of texts, they are now turning to SMS AI to work with load and refine customer service.
But how should these companies select the best AI for SMS responders?
This article will delve into how to choose the best SMS AI for your business.
What is SMS?
SMS stands for "Short Message Service." It is the standard way for mobile devices to send and receive text messages.
It lets people send short messages that are up to 160 characters long. It has been around for cellular phones since 1992 and still one of the used communication tools.
What is SMS AI?
SMS AI (SMS Artificial Intelligence) is an software solution that automatically responds to SMS messages.
Enterprises that use SMS as a customer support channel can use an SMS AI to:
- Accelerate response times
- Improve mean time to resolution
- Improve CSAT and NPS
- Transfer to live agents when necessary
Criteria for Selecting the Best SMS AI
When selecting an SMS AI for your business, you should consider several crucial factors.
(1) Upload of Company-Specific Knowledge
You should be able to upload proprietary enterprise data to an AI SMS system.
This system should be able to accept knowledge from many different sources.
These sources include Frequently Asked Questions (FAQs), support knowledge bases, product info sheets, and resolved help desk tickets.
You shouldn't need to make a new knowledge base just for SMS or text messages.
(2) Utilization of Knowledge
The SMS AI text answer system should use the company's existing support knowledge to generate relevant responses.
(3) Understanding Complex Questions
The SMS AI should understand all kinds of complicated customer questions. This ensures that the answers are correct and useful.
(4) Understanding Acronyms and Emoji
Emojis and popular SMS acronyms like "GTG" should be easy for the SMS AI text responder to understand. This lets users connect with customers in a personal and interesting way.
(5) Multilingual Support
The AI SMS that answers texts should be able to understand and correctly reply in different languages.
(6) Relevance and Accuracy
An SMS AI bot should give answers that are correct and useful.
(7) No Hallucination
The SMS AI chatbot should not make up information not present in its knowledge base. In other words, it shouldn't hallucinate.
Watch Now: Gleen AI vs. a GPT trained on the same knowledge. The GPT hallucinates, but Gleen AI doesn't.
(8) Concise Responses
An AI SMS generator of answers should be short and fit into as few SMS texts as possible.
(9) Supporting Documents
The AI answer to the text system should give links to support documents with more information when needed.
The AI for SMS should re-crawl the knowledge base to ensure it has the most up-to-date information.
The AI text responder should integrate with your existing stack, including SMS service providers, help desk solutions, and CRM.
If you integrate the SMS AI with your CRM system, it will automatically personalize text messages when possible.
This will make for a better customer experience.
(13) Seamless Live Hand-Offs
The AI text responder should know when to escalate conversations to live customer agents during business hours. It should also direct queries to email after business hours.
The AI text responder should forward the entire SMS thread to the help desk solution during live hand-offs. This eliminates the need for customers' repetition.
(14) Admin Monitoring
The SMS AI administrators should be able to monitor the system's performance.
(15) Feedback Collection
Customers and admins should be able to comment on responses through the system.
(16) Continual Improvement
The AI text response system uses comments from customers and administrators to answer texts better over time.
Gleen AI: The Best SMS AI Solution
Customers widely acknowledge text messaging, or SMS, as a highly favored means of customer interaction.
To respond in a timely and relevant manner, you need an SMS AI.
Enter Gleen AI.
An exemplary vendor of SMS AI must be proficient in managing proprietary company data, understanding queries, supporting multilingual communications, and delivering accurate and relevant responses.
Gleen AI is an generative AI solution engineered explicitly for customer support teams.
It can function simultaneously across these channels, employing a unified knowledge base.
As an SMS AI, Gleen AI has the unique ability to abbreviate its responses automatically. The relevance of responses offered by Gleen AI is beyond comparison.
Gleen AI also eliminates the possibility of hallucination.