Saturday, October 1, 2022
Published 3 Years Ago on Thursday, Mar 12 2020 By Inside Telecom Staff
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.
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.
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.
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.
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.
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.”
It is a great point of frustration for many of today’s youth that while the rest of the world’s industries and sectors are digitized and evolving with time, the education system feels stuck in the 1920s – at least outside of developed countries. Many parents and children alike are yearning for a more futuristic education […]
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