Customer-facing teams can often be overwhelmed with incoming customer requests. In chat conversations, customers expect real-time replies, further stretching team resources.
Sapling Suggest surfaces chat responses across messaging platforms.
To help boost the efficiency of agents, Sapling allows them to respond more quickly to customer inquiries by simply clicking on the relevant response.
Sapling Suggest supports most chat platforms, including Zendesk, Salesforce Service Cloud, Amazon Connect, and Helpshift.
Learn more at: https://sapling.ai/suggest
Using Sapling Suggest
Suggest responses are team-managed and can be broken down into the following components:
I am upset
The customer service is disappointing
I'm sorry that you feel that way.
Title: An optional field to help with categorizing and organizing responses
Prompts: New-line separated sentences or words that relate to the response. Multiple prompts are supported.
Response: The message to be returned
Sapling Suggest uses AI-powered search to match an inquiry to the prompts and titles of the Suggest entries, and will return the most relevant results to an agent.