April 2024 Update: Enhanced AI Capabilities, Microsoft Graph API Integration, and Simplified Ticket Merging

AI

The latest version of iService® includes several enhancements and improvements. This update features an upgrade to the Copilot AI, support for Microsoft Graph API, and a new feature for merging tickets.

iService Copilot Updates

In this release, we have upgraded the AI model used in iService Copilot AI to GPT-4 Turbo which provides the most advanced large language model available today. 

Answer With AI Prompts

In addition to the updates to the GPT model, you can now craft your own AI prompts and make them available to agent. Your custom prompts will be available to agents anytime they interact with text (answering questions, creating knowledge base articles, writing emails, etc.). With a single button click iService combines your prompt with the customer’s question to compose a personalized response.

Some use cases include:

    • Sales Follow-ups:
      Use custom AI prompts to quickly draft follow-up emails that move your sales process forward. iService will use the details from your offer to create a personalized follow-up. 
  1.  
    • Scheduling Visits:
      If your business frequently schedules visits but automated appointment booking is not feasible, custom AI prompts might be your answer. Let iService Copliot craft a custom message asking for good dates and times with a single click.
  2.  
    • Handle Complex Questions:
      Embed knowledge directly into your prompts to help agents with complex questions. iService Copilot will use that information when composing a response. 

Copilot in Action

The video below demonstrates how iService Copilot simplifies scheduling a visit in a single click of a button:

Merge Tickets in Manage Messages

Our new merge tickets feature allows you to consolidate multiple tickets into a single one. If you have a customer that sends frequent questions, they may prefer to get a single answer from you rather than multiple emails related to the same topic.

You can see a small demonstration of how the feature works below:

Microsoft Graph API Integration

Last but not least, we have added support for Microsoft Graph API, which is now the preferred method to receive and send email from a Microsoft 365 mailbox. iService will continue to support the older methods of authentication, including EWS Oauth and EWS Basic Authentication. 

See the full release notes for iService here.

January 2024: AI Integration, SMS, and Workflow Updates

iService Release

The latest update of iService® includes various integrations and updates to enhance your user experience. This update includes iService Copilot, which is an integration with OpenAI ChatGPT, to help agents read, write, and update content. Other integrations include Salesforce Zapier connections, support for third-party chatbots, SMS support, and more workflow enhancements. 

iService Copilot

iService Copilot
Copilot streamlines inserting generated text into responses with a single click. Summarize long emails to get a quick understanding, improve writing, or generate new content with your own prompts.

Some use cases include:

  • Creation of Customer Support Responses: Copilot streamlines responses for customer inquiries with prompt-driven text generation and a single-click insertion.
  • Content Summarization: Useful for summarizing articles or documents, Copilot aids in generating concise and relevant summaries.
  • Email Composition: Enhances the efficiency of composing emails within iService, ensuring clear and coherent communication.
  • Knowledge Base Article Creation: Assists in creating or updating knowledge base articles, contributing to a comprehensive and user-friendly knowledge base.
  • Improving Drafted Content: Allows agents to refine and improve already drafted content, ensuring a polished and professional communication style.

These use cases showcase Copilot’s versatility in simplifying text generation across various scenarios within the iService platform. The iService Chat API was updated to support connections to OpenAI and will support a variety of new use cases in upcoming releases.

For more information, read our feature description.

Third-Party Chat Bot Integration

iService now supports seamless integration of third-party chatbots, starting with the Velocity Chat API. The benefits of using generative AI in chatbots include

  • Automated Customer Queries: Efficiently manage routine customer inquiries by promptly and accurately addressing questions related to product availability, shipping options, order status, and responses to frequently asked questions (FAQs)
  • 24/7 Customer Support: Enables continuous customer support by handling inquiries during non-office hours, ensuring a responsive experience for users at any time.
  • Integration with Knowledge Base: Connects seamlessly with the knowledge base to guide users to relevant articles or documentation, promoting self-service and reducing the workload on the support team.

And many more!

Users can engage by adding the API key to the External APIs page and accessing the /f/chatbot form. For tailored assistance, contact your account manager.

Workflow Orchestrator Features

iService Workflow OrchestratorThe Workflow Orchestrator can be the game changer that powers your service automation strategy. Build custom forms for customers and agents using a no-code “What you see is what you get” interface. With custom agent answer panels, you can give agents the exact action buttons needed with pre-programmed actions.  Explore streamlined ticket creation, approver restrictions, and other new features for creating custom workflows without code, at any time.

These new features can now be used to create custom forms that allow agents and customers to submit tickets to start a workflow, manage approvers, and automate agent agents with single button clicks.

Read more about the workflow builder here.

Email to SMS

Email to SMSWith Email to SMS (E2S), you can send text messages to your customers directly from iService as a new conversation or as part of an ongoing discussion. Include SMS as a CC or include the mobile device for multiple people in a conversation.

E2S enables the sending and receiving of SMS messages directly within iService, eliminating the need for using multiple systems. This feature significantly improves engagement and reach, as text messages tend to have higher open rates than emails, increasing the likelihood of your messages being seen and acted upon. It also supports two-way interaction, allowing customers to respond to SMS messages, with responses directed back to the original agent. The seamless integration of E2S with the iService platform ensures consistent and personalized communication across various channels.

E2S is designed for scalability to manage high-volume messaging, similar to the iService email channel. It offers customizable messaging templates, making it easier to create effective SMS communications. The user-friendly interface allows agents to send SMS messages from the familiar iService environment without the need to learn new software. Additionally, E2S provides valuable reporting and analytics features, offering real-time insights into message delivery and capturing metrics to evaluate the effectiveness of communication strategies for informed decision-making.


You can read the full release notes in the iService User Guide. 

Customer Portal Updates for a Better Customer Experience

A well-designed customer portal improves your customers’ experience when they need to interact with you. And it helps take the load off of your support staff. Whether browsing the knowledge base for answers, asking a question through the builtin contact form, accessing interaction history, or updating contact information, users can do it all with the iService customer portals.  iService 8.6 includes enhancements to the builtin customer engagement centers that make this experience even better.  

Let’s take a look at some of the improvements to the customer portals in iService 8.6.

Option to Hide Login and Registration in your Customer Portal

The iService customer portals allow your customers to collaborate with you on every aspect of their interaction with your organization. For example, they can update mailing list subscriptions, view past interaction history, and control the customer data they provide you. 

But in some cases, you might want to limit access to these features that require customer login. For example, maybe you are only using the portal to publish basic support information and capture questions. Or, perhaps you have a separate login that customers use to manage their customer data or order history. In those scenarios, you might need to remove the option for registering or logging into the portal.

This is now supported through a simple configuration option. To suppress the login and sign-up links, add this code to your customization form.

var showLoginRegister = false;

.

Enhancements to the Builtin Contact Form

One of the primary uses of the customer portal is to streamline the process of accepting customer inquiries. While email is often the preferred method for interaction by customers, free form email sent to your support mailbox is very inefficient. Without any structure to the question, it’s common to get questions that are missing basic information. 

The builtin Ask a Question form in the customer portal solves many of those issues. The form will automatically request additional information, and can even make fields required before the customer submits their question. This information is not displayed in a user-friendly format making it easier for customers to complete and saving your agents time by getting everything they need to provide a great service experience.

The form also integrates your knowledge base content into the question submission process. This gives your customers a chance for self-service before submitting their questions.

Learn more about the customer engagement centers in the iService User Guide.

Improvements to the Customer Information section

Your support portal allows customers to update their contact information and any custom properties you’ve created and designated as customer editable. This makes it easy for customers to ensure you can reach them, and puts them in control of the data they provide you. This section, Update Profile, was redesigned in 8.6 to provide a better user experience. 



Other V8.6 Release Highlights

Updates to the External Answer form

In addition to the tabs portal, major improvements were made to the External Answer form that allows you to get help answering questions. The External Answer form is a quick way to answer a specific question, and doesn’t require an iService agent license or login.  The form was updated to allow users to send updates without resolving the question. For example, to let the customer know you will be working on their request but it might take some time. 

You can now link to the External Answer form from iService Alerts. Alerts are automated actions that help you ensure questions get answered timely. Email notifications for unanswered questions can include a link for each interaction, so recipients can quickly review and answer any unresolved questions. 

Delete Interaction Button and Report

Something else that’s worth highlighting in 8.6 is the new Delete Interaction button that permits privileged users to remove interactions from the iService tenant database. Whether you need to remove confidential data, inappropriate content, or malware that slipped through your defenses, this button lets you do it in one click. To monitor the use of this feature, we suggest setting up a subscription to the new Deleted Interactions Report that will deliver a list of deletions to your inbox. 

You can read more about the new Delete Interaction button in the iService User Guide.