25 May 2023
Discover how ChatGPT is revolutionizing Esker’s Customer Service Solution Suite and enhancing the B2B customer experience with faster and more accurate responses.
In a groundbreaking move, Esker, the renowned global cloud platform specializing in AI-driven process automation solutions for Finance, Procurement, and Customer Service, has unveiled its latest enhancement to the Customer Service solution suite. On the 24th of May, Esker announced the integration of ChatGPT, a cutting-edge natural language processing (NLP) tool powered by Esker Synergy AI technology, to bolster its customer service capabilities.
With ChatGPT seamlessly integrated into Esker’s Customer Inquiry Management solution, Customer Service (CS) professionals now have an invaluable resource to efficiently handle a wide array of customer inquiries, including order status, availability, pricing requests, and product information questions. This revolutionary AI-powered addition equips CS teams with the ability to promptly respond to customer requests, thereby boosting customer satisfaction while enabling them to focus on more impactful and proactive outbound efforts.
One common challenge faced by CSRs is the management of shared inboxes, which often leads to inquiries slipping through the cracks and leaves frustrated customers in their wake. However, Aurélien Coq, Customer Service Product Manager at Esker, explains, “ChatGPT analyzes inbound customer emails, queries different systems, and generates an answer for the CSR to use. This saves incredible amounts of time, freeing up CSRs to perform more fulfilling tasks, and customers get what they expect—a quick and helpful response.”
By leveraging AI-supported technologies, Esker streamlines processes associated with retrieving accurate data from various systems such as ERP, email, CRM, and chat, significantly reducing handling time from hours to mere minutes. With this innovative solution, Esker aims to eliminate the laborious and error-prone tasks that often burden CSRs, allowing them to provide enhanced customer experiences.
Crucially, ChatGPT’s responses are meticulously reviewed, edited if necessary, and approved by CSRs before being delivered directly to customers. This human supervision ensures that customers continue to interact with human representatives, while ChatGPT serves as a valuable aid, offering suitable suggestions based on available data to facilitate the CS teams in providing prompt and accurate responses.
Recent advancements in NLP technology, bolstered by AI capabilities, now enable extensive comprehension and generation of natural language text, alongside sentiment analysis. ChatGPT’s ability to understand and respond to inquiries in a conversational dialogue format makes it an indispensable tool for CS departments. Esker’s integration of ChatGPT with various back-office systems, such as ERPs, CRMs, transport management, and warehousing systems, allows for efficient email categorization, key data extraction, and sentiment analysis. Acting as a two-way translator between human language and system language, ChatGPT facilitates controlled communication between customers and internal systems, all under human supervision.
Aurélien Coq further emphasizes, “While not intended to replace a CSR, ChatGPT is an incredibly useful tool that improves the customer service workflows and the customer experience.”
For over a decade, Esker has been at the forefront of bundling innovative AI technologies, consistently evolving its solutions to address real-world business challenges within Customer Service automation. By automating repetitive and error-prone tasks, Esker empowers CSRs to dedicate their efforts to building exceptional customer experiences.
Excitingly, Esker plans to expand the utilization of ChatGPT beyond its Customer Service solution suite, extending its impact to other solutions within the Source-to-Pay and Order-to-Cash suites. This move demonstrates Esker’s unwavering commitment to harnessing AI technologies to revolutionize various aspects of business operations.
As Esker pioneers this revolutionary integration of AI and NLP technologies, the future of customer service is undergoing a transformative shift. With ChatGPT at their side, Esker’s customers can expect faster, more accurate responses and an unparalleled customer experience.