Introducing AI-generated contact responses in RedChirp!

Now when you reply to a webchat request, RedChirp will automatically display 5 AI-generated idealized responses. Compose your own unique response with the benefit of these helpful examples in front of you, select any AI-generated response to send as it is, or select an AI-generated response as a starting point that you edit before sending.

It’s never been easier to introduce your team to working with practical and helpful AI, and to improve the performance of your webchat requests without any extra training or effort.

When replying to a customer, it’s much easier to be influenced by examples than it is to remember rules.

Working on a recent experiment where we AI to analyze over 64,000 text conversations taught us just how difficult it can be for your team to write a natural-sounding reply that implements the best practice suggestions our research identified. It’s hard to hold the rules in your head and remember to use them consistently while in the “heat of battle”.

We found, however, that it is far easier to respond properly when we were looking at AI-generated idealized responses. Somehow, having some ideal responses in front of you makes replying much easier!

Read more about our experiment here: https://redchirp.com/what-we-learned-by-using-ai-to-analyze-64621-text-conversations-with-customers/

Examples

Let’s take a look at a real-world example. To protect the innocent, we will assume that the customer’s name is Jane Doe and the employee’s name is Mary Watts with Barrel Creek Vineyards. Also, where the customer has made grammatical mistakes, we will not correct them.

Jane Doe: I got an e-mail notice of an upcoming shipment but I can’t find any such order on my account.  Need to either cancel or alter

Some common (but not ideal) responses to the above might read as follows:

• I can help you out with that
  
  
• Let me look into that for you
  
  
• Sorry to hear that, give me a minute to check into that for you
  
  

Our AI model, trained based on actual conversations, suggests the following five idealized responses:

• Hi Jane, this is Mary Watts from Barrel Creek Vineyards. I’m sorry to hear about the confusion with your shipment order. Let me look into this for you and get back to you as soon as possible.
  
  
• Mary from Barrel Creek Vineyards here. I apologize for the inconvenience, Jane. Can you please provide me with your account details so I can locate your shipment order and make the necessary changes?
  
  
• Hello Jane, it’s Mary with Barrel Creek Vineyards. Thank you for bringing this to my attention. I have canceled your upcoming shipment order, and you should receive a confirmation email shortly.
  
  
• Hi Jane, Mary from Barrel Creek Vineyards again. Just to follow up, I have located your shipment order and made the requested changes. You should see the updated information reflected on your account now. Please let me know if you have further questions or concerns.
  
  
• Jane, this is Mary Watts from Barrel Creek Vineyards. I apologize for any inconvenience caused by the confusion with your shipment order. We appreciate your loyalty as a club member, and we strive to provide the best service possible to our valued customers.

Wait… aren’t those suggestions just common sense?

The best practices themselves are certainly nothing new. For example, take the suggestion most highly-correlated with better sentiment — that you use the first name of the customer in your response. As early as 1936, Dale Carnegie wrote in How to Win Friends and Influence People that:

“A person’s name is to him or her the sweetest and most important sound in any language.”

So, certainly, this advice is nothing new. That does not, however, mean that our employees — or ourselves — consistently implement this best practice. In our analysis of a subset of the contact requests, this simple suggestion to use the first name of the customer in the initial response was followed less than 40% of the time.

It’s helping already!

As soon as this improvement went live, we started hearing from chirpers about how much it helps save time and delight their customers, like this text from Adam Gurzenski, E-Commerce & Inside Sales Manager with Peju Province Winery:

Learn more about RedChirp

Have a few questions? Complete this form to start texting with us!

Ready to see for yourself? Schedule a demo: https://calendly.com/jennie-gilbert/redchirp-demo

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