The latest update of iService® CSM Software includes various integrations and enhancements to improve your user experience. Notably, this release introduces iService Copilot, an integration with OpenAI ChatGPT. It helps agents read, write, and update content more efficiently. In addition, integrations with Salesforce and Zapier, support for third-party chatbots, SMS capabilities, and more workflow upgrades contribute to aligning iService with features found in the Best Customer Success Software and Best CRM Software platforms.
iService Copilot | CSM Software
Furthermore, copilot streamlines inserting generated text into responses with a single click. Summarize long emails to get a quick understanding, improve writing, or generate new content with your own prompts.
Some use cases include:
- Creation of Customer Support Responses: Copilot streamlines responses for customer inquiries by using prompt-driven text generation and enabling single-click insertion.
- Content Summarization: Useful for summarizing articles or documents, as Copilot aids in generating concise and relevant summaries.
- Email Composition: It Enhances the efficiency of composing emails within iService, ensuring clear and coherent communication.
- Knowledge Base Article Creation: Moreover, iService Copilot assists in creating or updating knowledge base articles, contributing to a comprehensive and user-friendly knowledge base.
- Improving Drafted Content: Allows agents to refine and improve already drafted content, ensuring a polished and professional communication style.
These use cases clearly demonstrate Copilot’s versatility in simplifying text generation across various scenarios within the iService CSM Software platform. Moreover, the iService Chat API was updated to support connections to OpenAI. It prepares the system to accommodate a broader range of use cases in future releases—similar to capabilities in the Best CRM Software and Best Customer Success Software.
For more information, read our feature description.
Third-Party Chat Bot Integration
iService now supports seamless integration of third-party chatbots, starting with the Velocity Chat API. The benefits of using generative AI in chatbots include
- Automated Customer Queries: It Efficiently manage routine customer inquiries with CSM Software by promptly and accurately addressing questions related to product availability, shipping options, order status, and responses to frequently asked questions (FAQs).
- 24/7 Customer Support: Enables continuous customer support by handling inquiries during non-office hours, ensuring a responsive experience for users at any time.
- Integration with Knowledge Base: Chat Bot Connects seamlessly with the knowledge base to guide users to relevant articles or documentation, promoting self-service and reducing the workload on the support team.
And many more!
Users can engage by adding the API key to the External APIs page and accessing the /f/chatbot form. For tailored assistance, contact your account manager.
Workflow Orchestrator Features
Meanwhile, the Workflow Orchestrator can be a game changer that powers your service automation strategy. With a no-code “what you see is what you get” interface, you can build custom forms for both customers and agents. Additionally, custom agent answer panels allow you to provide precise action buttons with pre-programmed functions. These tools reflect automation levels found in the Best CRM Software. They show how iService continues evolving as a leading CSM Software platform.
As a result, these new features can now be used to create custom forms that allow agents and customers to submit tickets to start a workflow, manage approvers, and automate agent agents with single button clicks.
Read more about the workflow builder here.
Email to SMS
With Email to SMS (E2S), you can send text messages to your customers directly from iService as a new conversation. Alternatively, you can use it as part of an ongoing discussion. Include SMS as a CC or include the mobile device for multiple people in a conversation.
E2S enables the sending and receiving of SMS messages directly within iService, eliminating the need for using multiple systems. This feature significantly improves engagement and reach. Text messages tend to have higher open rates than emails, increasing the likelihood of your messages being seen and acted upon. It also supports two-way interaction, allowing customers to respond to SMS messages. Responses are directed back to the original agent. The seamless integration of E2S with the iService platform ensures consistent and personalized communication across various channels—capabilities commonly expected from the Best Customer Success Software.
Finally, E2S is built for scalability, making it capable of managing high-volume messaging similar to iService’s email channel. It offers customizable templates for quick and effective SMS communication. Additionally, the intuitive interface allows agents to send SMS messages without learning new tools. Coupled with detailed reporting and real-time analytics, E2S equips users with metrics to assess communication success. These traits are crucial in the Best CRM Software and expected from top-tier CSM Software.
You can read the full release notes in the iService User Guide.