Explains how the intent system identifies what customers want to accomplish and tailors responses using specific templates.
Transcript:
A 3DN we built 3DN response to transform customer inquiries into exceptional experiences and we do this by streamlining, prioritizing and resolving requests across all channels. This means that your team can deliver faster responses, more personalized support and build lasting relationships. Today, I want to show you how the Intense system works in 3DN response. It’s a kind of like the why behind a customer’s message. Categories help organize tickets broadly, but Intense identified precisely what the customer wants to accomplish. For example, within a technical support category, the system might identify specific intents like a password reset or an account access issue. So here’s how it works. In 3DN response, you create a library of common intents that represent the specific things that your customers typically request. You can prioritize certain intents and this means that critical things are identified ahead of less urgent matters. When a in-bou message arrives, the AI analyzes the content and compares it against all of the possible intents. It considers the wording that you use, the history of that customer, relevant knowledge-based articles, and basically to sign a confident score to show how certain it is about each intent that’s matched. Now importantly, each intent has its own response template. And this is important because this means that the replies are tailored based on that specific customer need. So a password reset request is treated very differently to a question about CPD. Now the system tracks which intents are most common and that helps you identify trends and improve your knowledge base. And what makes intents so powerful is that they drive the entire response process. Once an intent is identified, the system uses that intents specific template to generate a relevant contextual response that directly addresses what the customer is trying to accomplish.
Demonstrates how 3DN Respond integrates with CRMs like Salesforce to pull customer data and personalize AI-generated responses.
Transcript:
We built 3DN response to transform customer inquiries into exceptional service experiences. We do this by streamlining, prioritizing and resolving requests across all in-bout communication channels. This empowers your team to deliver faster, more personalized port and build lasting relationships. And today, I want to show you how we personalize responses based on your CRM. First, let me explain how we connect with your CRM system to create truly personalized interactions. We feature a flexible integration layer that currently supports Salesforce, Pype Drive, IMS and Microsoft Dynamics, and we can add a custom CRM also. The real magic happens to a powerful field mapping system. Rather than creating a rigid, one-size-fits-all integration, 3DN response allows you to specify exactly which fields from your CRM shouldn’t be included in your responses, and what they should be called. For example, if your Salesforce instance has a custom field called CPD status, you can map that into 3DN response so that it can be referenced in your response templates. When a customer inquiry comes in, the system first identifies the customer’s email address and then checks if you have an active CRM connection, and uses that to look up the customer’s full profile in your CRM. The system then applies your field mappings to extract and transform just the data you need. For instance, it might pull the customer’s name, account status, membership level, purchase history, training data and CPD information. And any other fields that you’ve specified. This rich data then becomes part of the context used by the AI when generating responses. In your props and intent templates, you can reference this customer information. And what makes this powerful is that the AI can now craft truly personalized responses. The system tracks each step of the process, recording whether the look up was successful and what data was retrieved, giving you full visibility into how the customer information is being used in responses. This integration creates a stainless connection between your existing customer data and your automated response system, ensuring that customers feel recognized and valued, not like they’re talking to a generic system that there’s nothing about them.
