By: Rob McDougall, CEO, Upstream Works Software
Conversational AI is often used as a tool for providing customer service through channels like chat or voice. However, email is still a major communication channel for many businesses, and is often overlooked when it comes to AI-assisted customer service. This is especially surprising given that email volumes are often significantly higher than messaging traffic and can represent a not-insignificant portion of a company’s contact volume.
The problem is that many chatbot providers are not equipped to handle the free-form nature of email communication, where all the necessary information is typically provided in one message. Chatbots are trained to work with dialogs and short responses, which are natural in a chat or voice conversation. Email, on the other hand, requires a different approach. New, Large Language Models (LLMs) are better at addressing this longer communication format; however, aside from their tendency to ‘hallucinate’, they do not specifically have access to your company information- which is what your email customers are looking for.