AI spotlight: Create and share AI-powered summaries of WhatsApp chats with customers

Social messaging: convenient but scattered

Social channels like WhatsApp have considerable advantages over other communications channels.

Customers love it because it doesn’t require waiting in a call queue, is cost-effective, and you can easily refer to responses at a later point. For organizations, WhatsApp offers the ability to share rich media files and documents, and many queries can be answered with automated AI-powered chatbots. You can also support multilingual queries with instant translations in WhatsApp, using ROGER365.io.

Despite the convenience and capabilities of WhatsApp, it has one major drawback – the scattered nature of communications.

Making WhatsApp chats better for everyone

WhatsApp interactions can happen over an extended period, and many issues may be discussed during these interactions. This leads to a lack of clarity. To find the right information, customers need to scroll through the entire message thread to find what they need.

Now, you can give customers an instant summary of all the key points you have discussed, including the issues, contexts, and agreed action points. Using the AI-powered instant WhatsApp summary generation feature in ROGER365.io, your agents can wrap up each conversation with a clear overview.

Why WhatsApp summaries are important

There are numerous scenarios in which a clear summary is beneficial. Even when a customer doesn’t explicitly realize they need it, a clear summary can prevent further questions down the road. It can also highlight when perspectives are not aligned.

For example, let’s imagine a customer gets in touch with a query. Perhaps it’s about extending their contract, or increasing their subscription level. In the WhatsApp chat, they describe their needs and discuss when they want to make the upgrade. Your agent lays out several options, explaining the benefits of each one. After clarifying some points, the customer agrees to make a specific upgrade. The next step is for the agent to send the new contract for the customer to read and sign.

But, just to make sure that everything is totally clear, the agent offers a summary of all the key points – which the customer gratefully accepts. By typing in a simple command into the chat, agents can trigger a simple yet powerful AI-generated summary of all the key topics in the conversation. This is then sent as a clearly-labeled message, so customers can gain a clear overview.

What do you need to use AI summaries?

This feature of the ROGER365.io Teams Contact Center is ‘plug-and-play,’ so your organization can immediately gain the benefits of AI without having to spend time customizing or training your own solution.

If, however, you want to further optimize how the summary feature works – you still can. There’s plenty of scope to customize how summaries are created, which information is extracted, and to link this to other processes. But it’s not necessary – and you can start using this feature with minimal training. Your agents just need to know how to type ‘#summary’ to use it. The only prerequisite is that you need to have a ROGER365.io Teams Contact Center with your WhatsApp for Business account activated and integrated with ROGER365.io (this is a pre-built integration of the Contact Center).

You can also use AI-powered summaries with other processes too, of course. For example, summaries can be saved to your CRM at the end of each conversation. In fact, there are many possible ways to use ROGER365.io’s AI features for your Teams Contact Center.

How contact centers benefit from chat summaries

By offering customers an AI-powered summary, you save agents a lot of time. Time that would otherwise be spent going through all the messages, picking out the relevant information, and typing it up. In this previous scenario, the agent would need to manually put this into the chat as well as taking other actions (like saving it to the CRM) themselves.

Instead, they just type a simple command, and the job is done. Your contact center will further benefit from this feature in other ways too. It’s not just about productivity; clear summaries help avoid confusion for all parties. This can prevent the need for customers to get in touch again at a later point, just to clarify something that’s already agreed.

A summary can also highlight when there’s a misunderstanding or if the customer has supplied the wrong information, and allow this to be clarified long before it becomes a real-world problem.

Your customers want clarity too

Customers want to be listened to, and there’s no better way to show that you understand than with a clear overview of what has been discussed.

WhatsApp offers the convenience of an informal conversation, combined with everything being ‘in writing,’ so it can be referred to later if the customer isn’t sure and wants to check. But scrolling through your entire chat just to check one thing is a hassle. No one wants that.

Instead, if a customer is left wondering whether they forgot to ask something during the chat – or how you responded to a particular issue, they can just look at the summary and see. This saves a lot of time and makes each interaction even more convenient for them.

Handling the demands of omnichannel contact with advanced tooling

More than ever before, customer contact places a considerable burden on organizations, which must grapple with handling new channels efficiently. And, because we’re all exchanging more information than ever, managing this flow is vital.

Omnichannel contact continues to present a challenge for many organizations, which must maintain a clear overview across all channels. This is why time-saving tools and AI-supported information management is essential. ROGER365.io continues to develop a growing array of advanced tooling, equipping your Teams Contact Center with everything it needs to run at optimum efficiency and leverage knowledge to the maximum benefit for all parties.

FAQs

How is AI used in contact centers?

You can use AI in a contact center to perform several types of tasks, including handling many customer queries automatically via text or voice. Additionally, AI can be used to handle WhatsApp chats by automating many of the repetitive aspects. You can also use AI to increase productivity by automating after-call tasks and assisting agents by offering suggested actions (agent-assist). Another important use-case for AI in contact centers is the optimization of customer experiences via improved insights and metrics, as AI can summarize conversations, extract sentiments, and combine data across multiple communications channels.  

How to use WhatsApp for customer service?

WhatsApp is an important channel and must be part of your customer service provision, especially if you serve a global market. WhatsApp can be used to provide customer service in a highly convenient way, offering quick answers to common problems and enabling the exchange of rich media such as photos, videos, or documents. To manage this effectively, it must be part of an integrated contact center like the ROGER365.io Teams Contact Center. This can enhance customer service by offering a greater depth of knowledge and resources to customers.

Can AI summarize WhatsApp conversations?

Although WhatsApp doesn’t offer AI-powered summaries natively, the ROGER365.io Contact Center provides this capability, as well as several other plug-and-play AI capabilities for WhatsApp and other channels. These include AI-powered summaries of WhatsApp chats, and other time-saving features.  

Is there an AI for WhatsApp?

WhatsApp is part of the Meta group, and a Meta AI integration is expected to be developed at some point, however if you can’t wait ROGER365.io’s AI summary generation feature for WhatsApp can summarize the key topics and details from WhatsApp chats instantly, and share this with customers in the message thread.

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