AI is rapidly becoming a must-have for businesses seeking a competitive edge.
Yet in this race, we are witnessing a rush to adopt AI without necessarily having it deliver the type of service you want it to.
Sure, AI can handle basic customer queries, like whether a business is open or if it offers a certain product, but such use is not reinventing the wheel beyond a traditional IVR.
AI is now more than capable of delivering a service customers can resonate with. The difference lies in how you put it to work – and Clerk Chat gets it.
"We asked, how do these AIs actually become one with your company, where they understand who they're working for, how you like to talk to your clients, where they're actually helping you out just as a human would," William Bowen, AI Specialist at Clerk Chat, said.
"I think that's the more important level of adaptation and variability we're going with these agents, because we found otherwise it's not actually super valuable to a company."
Getting AI to integrate across your workspace, handle the load, and get AI agents to work in a way that actually matters is how Clerk Chat brings value out of AI to its clients.
Integration: A Crucial Step for Useful AI
The business communication technology space has undergone significant transformation in recent years.
While platforms like Microsoft Teams, Zoom, and Webex have become staples for internal collaboration, their native messaging capabilities often fall short when it comes to external customer engagement.
"Microsoft have released a basic SMS product, which is primarily focusing on SMBs that need one-to-one messaging capabilities. But where we found a lot of traction among customers is in the space when it comes to providers that do Operator Connect and Direct Routing ," Igor Boshoer, Co-Founder and CTO at Clerk Chat, explained.
Here is where Clerk Chat brings value. With its robust integration capabilities, the platform seamlessly connects with major communication platforms like Microsoft Teams, Zoom, and WebEx, as well as critical CRM systems such as Salesforce and HubSpot.
This deep integration ensures that AI interactions are not isolated events but are part of a comprehensive communication ecosystem.
"I'm sure basically everyone at this point has interacted with some chatbot that will always say the same pre-packaged lines. If I say, 'hey where's my order' the old bots would have given the same canned, useless response for me and you," Bowen said.
This lack of adaptability creates frustrating customer experiences and fails to represent the company's brand voice accurately.
Yet, with Clerk Chat AI , integrations allow it to become a personalized experience that not only make the customer feel valued, but deliver specific information related to them.
This integration serves two-fold. Firstly, it allows the AI to actively collect information from the conversations it has with inbound customers.
"If you're text messaging for the first time, it can get all necessary data and sync it back to your Salesforce, which then creates a hyper-personalized conversation," Bowen said.
Secondly, it remembers past conversations, so if someone messages again months later, the AI can pick up right where things left off.
"For instance, if you are an avid sports fan and attended a sports match, if you messaged about season tickets, the AI agent would have the full context," Bowen continued.
For sales organizations, this allows AI to qualify leads by gathering essential information, so when a human representative steps in, the conversation is ready to go. This creates a more efficient customer experience.
Moreover, traditional AI implementations often suffer from hallucination issues, where systems provide incorrect or fabricated information when faced with queries outside their training parameters.
