SMS, an essential communication tool, has been revolutionized by the emergence of Generative AI systems like Bigly Sales. The SMS AI ingest vast proprietary knowledge bases, decode complex queries, and deliver pertinent responses instantly. A standout feature of Bigly Sales is its ability to send bulk SMS to hundreds of leads or clients in one go.
Businesses across various industries have embraced SMS for customer interactions, leveraging it to answer queries, send updates, and aid customers efficiently. As text volumes surge, companies are increasingly adopting SMS AI technologies to manage these interactions more effectively and improve overall customer service.
This comprehensive guide explores the pivotal aspects of selecting the most effective SMS AI system to suit your business needs, ensuring enhanced customer support and streamlined operations.
What is SMS?
Short Message Service (SMS) is the standard protocol for sending and receiving text messages via mobile devices. Each message can contain up to 160 characters. This service has been a cornerstone of mobile communication since 1992 and continues to be widely used.
Exploring SMS AI
SMS Artificial Intelligence (SMS AI) is a technological solution designed to autonomously respond to text messages. For enterprises utilizing SMS as a customer support channel, adopting an SMS AI can significantly:
- Accelerate response times,
- Reduce the average time to resolve issues,
- Enhance customer satisfaction (CSAT) and Net Promoter Scores (NPS),
- Seamlessly transition complex queries to live agents when necessary.
Selecting the Right SMS AI for Your Business
When integrating SMS AI into your business, consider several key factors to ensure that you choose a solution that aligns with your company’s needs and enhances your customer service capabilities.
Key Criteria for SMS AI Selection
- Upload of Company-Specific Knowledge: Your chosen AI should enable the incorporation of existing enterprise data such as FAQs, product details, and support ticket histories, without necessitating the creation of a new SMS-specific database.
- Utilization of Knowledge: The AI system should leverage your company’s established knowledge base to generate accurate and relevant responses.
- Understanding Complex Questions: It is critical that the SMS AI comprehends a wide range of complicated customer inquiries to provide correct and helpful answers.
- Acronym and Emoji Recognition: The system should effortlessly interpret common SMS acronyms and emojis, allowing for more engaging and personalized customer interactions.
- Multilingual Support: The AI should be capable of understanding and responding accurately in multiple languages to cater to a diverse customer base.
- Relevance and Accuracy: Responses generated by the SMS AI should be both precise and beneficial to the user’s needs.
- Avoidance of Hallucination: The AI must strictly use the information within its trained database and avoid generating unfounded responses.
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- Conciseness of Responses: The AI should produce succinct answers that are easily contained within the constraints of SMS messaging.
- Provision of Supporting Documentation: When necessary, the AI should offer links to additional information, thereby enhancing the support provided to the user.
- Auto-Crawling for Updates: The AI should regularly re-evaluate its knowledge base to ensure it provides the most current information.
- System Integration: Effective integration with existing business systems like SMS platforms, CRM, and customer support solutions is essential for seamless operation.
- Personalization Features: If linked with CRM systems, the AI should personalize messages based on user data, further improving the customer experience.
- Smooth Live Hand-Offs: The AI should recognize when to escalate issues to live agents and smoothly facilitate this transition, including the transfer of the entire SMS conversation history to reduce customer repetition.
- Administrative Monitoring: There should be mechanisms for system administrators to monitor and evaluate the AI’s performance continuously.
- Feedback Mechanism: Both customers and administrators should be able to provide feedback on the AI’s responses, fostering an environment of continuous improvement.
- Continual Enhancement: The AI should evolve by integrating feedback to refine and enhance its responses over time.
