AI Customer Resolution Engine
Support resolution
- Use it to
- Answer questions from approved information and hand complex requests to a person
- Who uses it
- Customer support and operations teams
- Where it fits
- Wherever customers ask for help
For customer operations
Clear answers and organized conversations.
AI Customer Resolution Engine and WhatsApp Business Automation address two related needs: resolving customer questions, and managing WhatsApp conversations as a team. WhatsApp Business Automation is complete, and the AI Customer Resolution Engine is in development.
The work
What customer teams often work through
Repeated questions
The same questions arrive every day and take time away from complex requests.
Inconsistent answers
Replies depend on who answers and which version of a policy they remember.
Conversations on one phone
Enquiries that arrive on a single device are hard to share, assign, and follow up.
Knowing when a person is needed
Some requests need judgment. They should reach the right person quickly, with context.
Side by side
How the products differ
Here’s the job each one does, and where it stands today.
In development
WhatsApp Business Automation
Conversation management
- Use it to
- Share a WhatsApp inbox, assign conversations, and send approved reminders
- Who uses it
- Teams that talk with customers on WhatsApp
- Where it fits
- Where enquiries arrive on WhatsApp
These are separate products. A bundle or an integration between them hasn’t been announced.
FAQ
Common questions
Does the AI Customer Resolution Engine work inside WhatsApp?
An integration between the two products hasn’t been announced. Supported channels for the AI Customer Resolution Engine will be confirmed before it launches.
Can a person always step in?
Both products are designed so people can take over a conversation. How handoff works for your team depends on your own processes.
Can we use these products now?
WhatsApp Business Automation is complete. Contact SI-Plug to ask about using it. The AI Customer Resolution Engine is in development, so get product updates to hear about launch details.
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