LINUX, Android

Sendbird Adds AI-Powered SmartAssistant to Salesforce Connector for Fast and Personalized Support Interactions

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Sendbird, the communications API platform powering 4,000 apps and 300 Million monthly users, today announced that its enterprise Salesforce Connector has entered General Availability (GA), delivering efficiency-driving enhancements for customer service teams. This release adds a host of new features, including the Sendbird SmartAssistant, a first-of-its-kind, conversational AI solution. As part of Sendbird's leading communications platform, Salesforce Connector empowers any business to extend Salesforce Service Cloud capabilities to deliver an exceptional live chat support experience to customers. Now, with Sendbird SmartAssistant, a customizable, no-code generative AI chatbot is readily available to integrate into companies' support workflows. Conversations become richer and more rewarding directly within an organization's mobile app.

Salesforce Connector provides superior chat capabilities, such as rich media attachments, image moderation, webhooks, and a customizable end-user experience that can be tailored to companies' specific needs. With integration of the AI chatbot, SmartAssistant, Sendbird now provides even more high-quality responses to support queries. Whether it's answering frequently asked questions or troubleshooting product issues, SmartAssistant for Salesforce Connector ensures helpful and human-like responses throughout the customer support journey.

Sendbird's cutting-edge generative AI solution enables users to leverage high-value first-party data for support interactions. Users can now easily create AI knowledge chatbots without the need for OpenAI credentials. This can provide personalized and human-like chatbot conversations to quickly meet customer needs while improving agent efficiency.

The new integration builds upon and extends Salesforce Connector's Summarize feature. What was tested conceptually through the beta period is now an essential, valuable part of the Salesforce Connector tool. Summarize is powered by ChatGPT and enables agents to get a comprehensive summary of an entire support chat conversation with a customer in an instant; agents no longer need to read the conversation from the very start to provide the best, immediate support for their users.

In addition to SmartAssistant and Summarize, Sendbird also incorporated new Moderation capabilities. Organizations can moderate message content and users from the convenience of a single dashboard. With the supported filters and moderation methods, they can determine the level of suitability of language, images, and other content for their applications using Salesforce Connector. Users also benefit from Auto-Translation, in which Salesforce Connector translates received messages into an agent's preferred language within the case chat.

"Salesforce Connector changes the game for customer support," said Sendbird CEO and Co-founder John S. Kim. "Agents have all the tools and answers they need right at their fingertips to solve even the most complex problems with ease. And with SmartAssistant, agents can help more customers than ever before with new levels of personalization and efficiency."

With Sendbird Salesforce Connector, organizations get an out-of-the-box solution with seamless, near-instant integration compared to other chat solutions that can take weeks. This translates to faster time to value. Additionally, as a cloud-based solution, the tool is persistently updated with no interruption to the user experience and no management demands on teams.

About Sendbird

Sendbird, a member company of Born2Global Centre, believes conversations are at the heart of building relationships and getting things done. The company's global conversations platform powers over 7 billion mobile messages and interactions monthly. Industry leaders like Carousell, Traveloka, RedDoorz, Tiket, Rakuten, Viki, AirAsia, TADA, RuangGuru, Ralali, Reddit, and Paytm build with Sendbird chat, voice, video, and livestream APIs to create a differentiated user experience that improves customer retention, conversion, and satisfaction.

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