AI-powered SmartAssistant to be added by Sendbird to Salesforce Connector

Customizable conversational AI chatbot integration in the latest offering elevates customer experiences.

Sendbird, the communications API platform that powers 4,000 applications and 300 million monthly users, has announced the general availability (GA) of its enterprise Salesforce Connector, delivering efficiency-driving enhancements for customer service teams. This release adds numerous new features, including the Sendbird SmartAssistant, a conversational AI solution that is the first of its kind. As part of Sendbird’s industry-leading communications platform, Salesforce Connector enables any business to extend Salesforce Service Cloud capabilities in order to provide exceptional live chat support to customers. With Sendbird SmartAssistant, a customizable, no-code, generative AI chatbot is now readily available for integration into the support workflows of businesses. Directly within an organization’s mobile app, conversations become more engaging and fruitful.

John S. Kim, CEO and Co-Founder of Sendbird, remarked that Salesforce Connector revolutionizes consumer support. Agents have access to all the necessary resources and data to easily solve even the most complex problems. And with SmartAssistant, agents are able to assist a greater number of customers than ever before with enhanced efficiency and personalization.

Salesforce Connector offers superior messaging capabilities, such as rich media attachments, image moderation, webhooks, and a customizable end-user experience that can be tailored to meet the unique requirements of each business. With the incorporation of the artificial intelligence chatbot SmartAssistant, Sendbird now offers even higher-quality responses to support inquiries. SmartAssistant for Salesforce Connector ensures helpful and human-like responses throughout the entire customer support journey.

The cutting-edge generative AI solution from Sendbird enables users to leverage high-value first-party data for support interactions. Users can now construct chatbots with AI-based knowledge without needing OpenAI credentials. This can result in chatbot conversations that are personalized and human-like, allowing agents to meet customer requirements quickly and efficiently.

The new integration builds upon and expands the Summarize feature of Salesforce Connector. What was conceptually evaluated during the beta phase is now an integral and valuable component of the Salesforce Connector tool. Summarize is powered by ChatGPT and provides agents with an instant, comprehensive summary of an entire support chat conversation with a customer; agents no longer need to peruse the entire conversation from the beginning to provide the best, most immediate support to their users.

Sendbird included new Moderation capabilities in addition to SmartAssistant and Summarize. Organizations are able to moderate message content and users from a singular dashboard. Using Salesforce Connector and the supported filters and moderation methods, users can determine the level of suitability of language, images, and other content for their applications. Salesforce Connector automatically translates received communications into an agent’s preferred language within the case chat.

Sendbird Salesforce Connector provides businesses with an out-of-the-box solution that features smooth, near-immediate connectivity, in contrast to alternative messaging solutions, which might take several weeks to implement. Because of this, the amount of time it takes to see value decreases. In addition, because it is a cloud-based solution, the application is continually updated without causing any disruptions to the user experience or adding any extra work for teams to handle.