In this article
As businesses expand, managing customer communication can become overwhelming. With emails, messages, and calls pouring in from various channels, it can be difficult to keep track of everything. This is where Albato comes in.
Apart from delegating mundane tasks, there are numerous benefits of using Albato for customer communication. Some of the most significant ones are:
- Enhanced Customer Experience
Albato can automate customer communication, enabling businesses to provide customers with faster and more accurate responses to their inquiries, leading to increased satisfaction and loyalty.
- Improved Data Analysis
Albato integrates with CRM systems, enabling businesses to track and analyze customer interactions across multiple channels. This data can be used to improve customer service, identify trends, and make data-driven decisions.
- Increased Productivity
Automating communication processes frees up time and resources for more high-level tasks, allowing employees to concentrate on more strategic work, resulting in increased productivity and efficiency.
Albato’s solution
Effective communication with customers is now more critical than ever. In this article, we'll explore a scenario from pre-configured solution that is both ready-to-use (you only need to add connections to your services) and highly customizable (more on that later).
The scenario works like this: when a new email is received, AI analyzes the context, creates a summary, and determines which department should be notified. It then sends a message to the Slack channel of the chosen team.
It's a simple yet highly effective automation. Here's how the entire process works:
Let's take a closer look at the steps involved and see how it can be highly customizable.
The first step is triggering the automation, which starts when you receive an email. The next step involves sending the text of the email to OpenAI.
Here's the prompt that we're using:
You can customize the automation to your liking, including changing team names and allocation logic. Additionally, you can expand the prompt to ask AI to generate draft answers and further improve the process. The following step involves using JS code to format the OpenAI answer in the required format.
After this, you will see the router tool, which works based on the conditions you set. At this stage, you can choose to send messages with only high or highest priority, or include medium priority as well, as per your preference. You can also add any other necessary conditions.
The output of this step is the router taking the automation to the next necessary step.
In our case, this step sends the message to the Slack channel and creates a new record on Salesforce. However, it's easy to customize it to work with any other CRM or database such as Airtable.
You can also see the "Break" tool, which works alongside the Router to help build the right conditions.
This automation can be beneficial for every department that works closely with a lot of customer communication, helping them to manage it more efficiently. Email is just one of the channels; you can easily switch it to messengers, for example.
