Businesses want to deliver the best customer experience, at any time and on any device, during their customer's journey. When customers have queries, they expect to get responses instantly. Using a simple chatbot for commonly asked questions allows you to free up your resources to optimize the number of agents you need to provide an efficient service.
Smart Conversations is a collection of add-on features for Conversation API that passes received messages to the Sinch proprietary Machine Learning (ML) API engine. The ML engine will collect and analyze the message(s) and, based on the features enabled, Smart Conversations will use these analyses to make your conversations with your customers more effective and insightful. Reduced response times leads to a superior customer experience and more motivated agents.
Below is a table exploring different use cases for Smart Conversations:
| Scenario |
Smart Conversations solution |
| Your customer is unhappy, and the chatbot they are interacting with is unhelpful. |
Using Natural Language Understanding (NLU) the system receives negative sentiment analysis in real-time and, consequently, an alert is sent, or the customer is transferred, to an agent immediately. The customer gets help right away and gives 5 stars for the service they received. |
| Your customer sends voice messages in WeChat. You'd like to know how your live human agents are performing and how effective your script is. |
The system receives the transcript of the voice message, along with the sentiment result. The live agent’s responses provided to the customer, along with a record of the whole conversation, are stored as text, which makes it very easy to review and evaluate agent performance. |
| Your customer is reaching out on Facebook Messenger to get help from customer service. The agent needs to verify the customer’s ID in real-time. |
The chatbot asks the customer to send a picture of their driver’s license. Using IRIS the system receives the data extracted from the ID and matches it against the customer database. The next agent in queue responds to the customer and has all the customer information in front of them. The customer quickly gets the help they need.
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Note: For a more general exploration of Smart Conversations features, see our developer documentation for Smart Conversations.
Smart Conversation is powered by Machine Learning, a subset of AI. It may sound complex but, at Sinch, we understand your business and your messaging needs. The integration is seamless, so there is no development work required. All features can be configured in the Conversation API app on Sinch Build Dashboard. The messaging analysis will be sent to the customers via a webhook in real-time.
Get started using Smart Conversations
