MessageBird Introduce New AI-Powered customer contact center – Inbox.ai
Amsterdam based MessageBird has been offering developers a cloud-based communication platform that simplifies the process of introducing chat and messaging functionality to their own apps by utilizing APIs. This saves companies the hassle of investing in costly hardware infrastructure if they want to use text and voice-based features in their own services.
Recently, MessageBird introduced their latest innovation – Inbox.ai, a new all-in-one, AI powered contact cross-channel customer service platform that is being dubbed as, “slack for external communication.” Inbox.ai will enable companies to receive customer service requests from messaging apps, SMS, voice, and email – all in a single interface. Moreover, the new product deeply relies on AI and automation to predict what a customer is looking for, detect sentiment and intent, translate between languages, and much more.
With this bold move, MessageBird will be entering a field that is dominated by giants such as Zendesk and Freshworks that also provide customer service teams with automated tools that handle customer interactions. However, what differentiates Inbox.ai from the above competitors is its existing roster of high-profile clients such as Uber, DoorDash, SAP, and Huawei.
MessageBird is now going the extra mile when it comes to enabling companies the full potential of modern communication channels and retaining customer satisfaction. By using Inbox.ai, companies are guaranteed a speedy setup process (less than 60 seconds), after which, they can accept inbound messages from, WhatsApp, Messenger, Twitter, Instagram, Apple Business Chat, Line, WeChat, RCS, Telegram, email, SMS, voice, and more.
Inbox.ai sports many benefits, such as collating everything from a customer into a single thread with support for videos, images and even geo-location services. It can also be connected to other internal tools as part of their preferred workflows, such as Salesforce, Jira, Shopify HubSpot, Slack, and even Google Calendar. This enables a customer service agent to add customer profiles by utilizing information obtained from other data sources, or even expedite issues or tickets to more specialized representatives in the company.
Other benefits of Inbox.ai is that it can automatically detect the language a request is made in and deliver it to an agent with the appropriate language skills – or even translate the message. Furthermore, the product has the feature of sentiment analysis, meaning that companies can know more about the emotional state of a customer and take the appropriate action and deliver an appropriate message. Inbox.ai can also monitor if overall sentiment is improving over time.
Another feature, is that is can suggest automated replies depending on the content and context of a sender’s message, with the agency being able to click on a suitable response. Inbox.ai is configurable whereby companies can receive trigger-based alerts based on certain keywords in messages. Companies can also create automatic responses with vital information for when a business is closed and, can set up smart ticket routing that take into account the context of an inbound message and make sure it is sent to the correct agent.
“As the world becomes more mobile, few of us want to pause our day and wait on hold for a customer support agent,” MessageBird CEO Robert Vis said. “Consumers increasingly want to interact with businesses on their own timelines using the communication channels they prefer.”
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