Demonstrates the web crawler that automatically extracts and processes website content into the knowledge base.
Transcript:
We built 3D and respond to transform custom inquiries into exceptional experiences. We do this by streamlining, prioritizing and resolving requests across all of your channels. This empowers your team to deliver faster, more personalized support, builds, lasting relationships. And today, I want to show you how we deal with the knowledge base in 3D and respond. One of the critical parts of 3D and respond, because it adds all of that organizational knowledge to the response. There’s two ways that you can add information to the knowledge base. And today we’re going to talk about only one of those two ways and that is doing a web crawl. With 3D and respond, we include a powerful web crawling system. And this automatically builds your knowledge base from your existing website content. And here’s how it works. You simply provide a starting URL like maybe your homepage or your events page. And the system just starts exploring the crawler follows links on your website, identifies relevant content pages while avoiding things that are irrelevant, like duplicated content or navigation systems. As the crawler visits each page, it extracts all the meaningful information out, like the actual information your customers would need. While removing headers and footers and other elements. The extracted content isn’t just stored as is though. We break it down into smaller, focused chunks that are perfect for AI based questions and answers. Each piece of content is then converted into a special mathematical representation. That captures its meaning, not just the key words. And this is what allows the system to understand customer questions and find the most relevant information. This automated system eliminates the need to manually copy and paste content into your knowledge base. Your existing website investment becomes immediately useful for customer support, ensuring consistency between your public information and your support responses.
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.
Shows how the AI automatically categorizes incoming customer inquiries and routes them to the appropriate department.
Transcript:
We built 3D and responder trends form customer inquiries into exceptional service experiences. We do this by streamlining, prioritising and resolving requests across all channels. This empowers your team to deliver faster, more personalized support that builds lasting relationships. Today I wanted to show you how the categorisation works in 3D and respond. Categories function as organisational structures for member inquiries. These categories mirror those that are in your issue management system. And when a member or a customer submit to request, the AI analyses the content and automatically assigns the most relevant category. For instance, it might identify that a message about membership renewal belongs in membership services, while a question about an upcoming conference goes into events and programmes. This system works by analysing the members message. It examines your knowledge base and determines the most appropriate category match. It’s essentially acting as a digital assistant that instantly routes each incoming inquiry. Once categorised, two things occur. The issue back in the issue management system automatically updates with the correct category, streamlining your staff workflow, and our system links the request to the category for reporting purposes. This automated categorisation ensures enquiries reach the right department. It maintains consistency across your organisation and eliminates time, staff would otherwise spend, manually sorting their inbox.
