In the fast-paced world of contact centers, staying ahead means constantly evolving. At Tactful, our latest August 2024 update brings new AI-powered features and enhanced communication tools designed to elevate your customer interactions. Discover how these innovations can make your contact center smarter, more efficient, and better equipped to meet your customers’ needs.
Azure AI Model Catalog Built-In Integration
We’re excited to announce the seamless integration with the Azure AI model catalog, enabling you to choose, customize, and deploy AI models tailored to your engagement needs. This integration offers access to cutting-edge models such as GPT-4o, GPT-4o Mini, Phi-3, and Meta Llama chat models, along with thousands of popular open language models via Hugging Face.
What truly sets the Azure AI model catalog apart is its extensive compliance certification portfolio, one of the largest in the industry. With built-in compliance for standards like GDPR and PCI, you can confidently deploy AI models without worrying about regulatory issues.
Enhanced Contact Center Capabilities
Private Messaging for Facebook Comments
Personalize your customer interactions with our latest update that allows agents to reply to Facebook comments through private messages. Tactful’s unified inbox now supports this feature, enabling agents to turn public comments into private engagements. This unlocks new opportunities for social selling and deeper customer connections.
New Email Composer in Unified Inbox
Boost your agents’ productivity with our revamped email composer. Agents can now easily follow up with customers via email directly from the unified inbox. While engaged in chat, they can click on the email icon or the customer’s email address to quickly compose and send emails. This seamless transition from chat to email ensures a smooth follow-up experience.
Rich Text Format in Webchat Responses
Our chatbots just got smarter! They can now reply using rich text formats, including bullet points, bold, and italic text, which significantly enhances readability. This feature is especially useful when integrating chatbots with models like ChatGPT 4o, allowing them to handle complex customer queries with well-structured and detailed responses. Your customers will find it easier to follow instructions and resolve issues independently—no team intervention required.
Ready-Made AI-Powered Personalization Templates
Our new set of ready-made AI-powered templates is designed to elevate your customer experience. These pre-built flows can be easily imported, customized, localized, and deployed to your chatbot. Whether you’re looking to enhance specific customer-facing experiences or automate actions triggered by specific events, these templates are here to help.
Capture Structured Information Using AI
Unlock endless possibilities by using AI to capture structured information from natural text engagement. This feature can enrich your customer contact info and build a reliable customer data set for your CRM. The sky’s the limit!
Orders Self-Service Tracking
Empower your customers to track their orders independently using a chatbot on your website and social media channels. This feature eliminates the need for them to contact your team, freeing up valuable time in your contact center. With WISMO (“Where Is My Order”) inquiries being the most common in ecommerce, automating order tracking can reduce your support load by more than a third.
Tickets & Service Requests Self-Service Tracking
Streamline your support process by enabling customers to track the status of their tickets and service requests via chatbot, whether you’re using Tactful’s built-in ticketing system or an integrated external system. This template is particularly effective when combined with your content management system to authenticate and identify logged-in customers. It also works seamlessly across social media platforms like Messenger and WhatsApp, providing a smooth, self-service experience.
Personalized Recommendations & Actions
Reduce repetitive inquiries with Tactful’s Personalized Recommendations & Actions template. The chatbot proactively offers personalized actions and information based on historical customer interactions. Whether it’s tracking orders, checking ticket status, or following up on claims, this feature can be tailored for various industries, including ecommerce and insurance.
Context-Aware Conversational AI
Our Context-Aware Conversational AI template allows your chatbot to deliver meaningful, coherent, multi-turn responses by remembering the context of previous interactions. This capability enables the chatbot to handle more complex customer interactions, providing a more human-like and engaging experience.
LLM Intent Detection
AI is about more than just generating answers—it’s about driving the next best action. With LLM Intent Detection, your chatbot can identify customer intent and suggest appropriate next steps based on their inquiries and your business objectives. For example, a customer asking about a mortgage can receive relevant information and be prompted to apply for a mortgage or book a callback, turning inquiries into opportunities.
