Integration powers new capabilities across the entire customer journey for both human and automated agents

CommBox, provider of the first and only SaaS-based omnichannel autonomous customer communications platform, announced the first in a series of AI-driven capabilities based on OpenAI’s ChatGPT integrated into its platform. The integration will power new autonomous conversation capabilities that maximize customer satisfaction, improve efficiency, and drive new revenue opportunities.

Customer engagements today are at an inflection point. Nearly 90% of consumers expect their experiences to be digital, personalized, natural, and convenient, with 80% preferring to accomplish their tasks through self-service.

At the same time, the enterprise is under great pressure to meet these expectations and to do so on every channel of interaction, while driving down costs and increasing operational efficiency.

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Integrating ChatGPT’s generative AI capabilities into the CommBox platform enables the enterprise with new capabilities for achieving these goals. For example, now they can leverage automated summary report generation, covering the entire customer conversation, with both human and automated agents and across every digital channel of interaction. The summary is presented to the relevant agent with action items for follow up, escalation, resolution, or lessons learned.

This powerful new AI-driven capability enables consumers to get inquiries addressed faster and more accurately than ever, as it eliminates the overhead of manual summaries. This way, agents can focus on the right and needed next steps for delivering more value and securing customer satisfaction.

Moreover, by seamlessly integrating with the existing CRM system, the organization can keep this strategic business data for gaining insights and optimizing CX even further.

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Dvir Hoffman, Chief Product Officer at CommBox, said: “ChatGPT is a perfect fit for the AI-driven capabilities of our platform. With our unique omnichannel architecture we can quickly and seamlessly integrate and leverage multiple AI technologies for even greater autonomy. The company is gearing up to introduce more such cutting-edge innovations throughout the year, to significantly enhance our customers’ experience and take them to the realm of autonomous CX.”

Yaniv Hakim, Founder and CEO of CommBox, noted: “These are exciting times for the world of customer experience. With our platform, 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 profoundly reducing costs. This integration with ChatGPT demonstrates our commitment to continually bringing innovation that empowers the enterprise to maximize the value of AI and which accelerates the autonomous customer experience revolution.”

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