- Azure AI model catalog: GPT-4o, Phi-3, Meta Llama
- Facebook private messaging from unified inbox
- Rich text formatting in webchat responses
- 6 new AI-powered templates for instant deployment
Introduction
In the fast-paced world of contact centers, staying ahead means constantly evolving. Tactful's August 2024 update introduces AI-powered features and communication tools for improving customer interactions.
Azure AI Model Catalog Built-In Integration
Tactful announced built-in integration with Azure's model catalog, enabling selection and deployment of customized AI models. Available models include GPT-4o, GPT-4o Mini, Phi-3, and Meta Llama chat models, plus thousands of open-source options via Hugging Face.
The integration emphasizes Azure's "extensive compliance certification portfolio," one of the industry's largest, with built-in support for GDPR and PCI compliance standards.
Enhanced Contact Center Capabilities
Private Messaging for Facebook Comments
Agents can now reply to Facebook comments through private messages within Tactful's unified inbox, enabling conversion of public comments into private engagements for deeper customer relationships and social selling opportunities.
New Email Composer in Unified Inbox
A redesigned email composer allows agents to send follow-up emails directly from the unified inbox. While chatting with customers, agents can click the email icon or customer email address to compose and send messages without leaving the inbox.
Rich Text Format in Webchat Responses
Webchat responses now support rich text formatting including bullet points, bold, and italic text. This enhancement improves readability, particularly when integrated with ChatGPT 4o for handling complex customer queries with structured responses.
Ready-Made AI-Powered Personalization Templates
Capture Structured Information Using AI
The system extracts structured information from natural conversation text, enriching customer contact data and building reliable datasets for CRM integration.
Orders Self-Service Tracking
Customers can independently track orders through webchat and messaging flows on websites and social media. The article references McKinsey research showing WISMO ("Where Is My Order") represents significant support volume in ecommerce, with automation potentially reducing support load by over one-third.
Tickets & Service Requests Self-Service Tracking
Customers track ticket and service request status through self-service flows on webchat and messaging channels, compatible with Tactful's built-in ticketing system or external integrations. The feature works across social platforms including Messenger and WhatsApp.
Personalized Recommendations & Actions
Webchat and messaging flows proactively offer personalized actions based on customer data, applicable across industries including ecommerce and insurance for order tracking, claim follow-ups, and ticket status inquiries.
Context-Aware Conversational AI
This template enables multi-turn responses with conversation memory, delivering coherent, human-like interactions for complex customer inquiries.
LLM Intent Detection
AI identifies customer intent and suggests appropriate next actions aligned with business objectives. Example cited: mortgage inquiries receive relevant information with prompts to apply or schedule callbacks.