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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.