Companies today are looking to realize positive customer engagement to remain competitive, reach sustainable growth, and deliver on customer expectations. Research shows that 90% of consumers are expecting their digital customer service to be personalized, natural, convenient, and self-serviceable – while 80% prefer self-service. CommBox, a SaaS-based autonomous customer communications platform provider, has taken this goal to the next level by integrating OpenAI’s ChatGPT into their platform. This integration is expected to bring about new autonomous conversation capabilities that maximize customer satisfaction, improve efficiency, and drive new revenue opportunities.
Using AI-driven capabilities, the CommBox platform now has capabilities that allow companies to create automated summary reports of customers conversations – whether they are with human agents or automated ones, through any digital channel. These summaries provide agents with action items for resolving customer issues, escalation of difficult enquiries, or learning from customer conversations. This allows customer enquiries to be addressed more quickly and accurately, as manual summarization is no longer needed.
Yaniv Hakim, founder and CEO of CommBox, states: “Organizations are already managing as much as 85% of their customer conversations without a human agent and are increasing customer satisfaction by as much as 60%, while also reducing costs. Integrating ChatGPT into the CommBox platform demonstrates our commitment to continually bringing the most advanced innovations to empower customers and accelerate the autonomous customer experience revolution.” This integration is a step forward in providing the customer with the best digital experience possible, and an innovative way for companies to maintain their competitive edge while delivering value to their customers.
