Artificial intelligence already powers facial recognition on phones and chatbots on websites and messaging channels. This article looks at one business application: a shared messaging platform that brings sales, customer service and internal team conversations together.

Millions of people use Facebook, Instagram, WhatsApp, Telegram and websites every day. These channels have become important for sales and marketing, and companies are using AI to reach and serve customers there.

AI chatbots can answer common questions, offer assistance, collect relevant details and automate parts of a customer service process.

An AI-powered shared inbox across channels

Businesses can connect a chatbot to a shared inbox. The bot handles the initial exchange, then multiple advisors can coordinate their responses and continue the conversation.

Piyion is a company from Cali, Colombia. Its multichannel platform uses artificial intelligence to handle initial requests, collect information and answer questions. When a person is needed, the platform can hand the conversation to advisors who coordinate with each other and the customer. Agents bring different skills and experience. Assigning each request to the right person helps the team respond to what the customer needs.

These tools let people communicate more naturally with automated systems.

Provide consistent service across multiple messaging channels.

Help customer service agents coordinate their work and respond more efficiently.

In an interview with Blu Radio, Piyion founder and CEO Camilo Barco discusses how these technologies can make conversations with automated systems smoother and more personal, and how teams use them to improve service.

Blu 4.0 interview with Piyion’s CEO (starts at 1:28:30)

Listen to the Piyion interview on Blu Radio

Get in touch using the link below:

Contact us!