Sendbird Introduces Its Salesforce AI Chatbot on AppExchange

Sendbird, the industry-leading communications API platform for web and mobile apps,announced its Salesforce Connector has launched on Salesforce AppExchange. The Sendbird Salesforce Connector equips Salesforce Service Cloud support agents with an advanced chat experience and an innovative AI chatbot, designed to streamline customer interactions and increase customer satisfaction.

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The Sendbird Salesforce Connector is ideal for businesses that already use Sendbird Chat for their web and mobile apps and Salesforce Service Cloud for handling customer support. This integration marries Sendbird’s feature-rich and reliable chat with Salesforce’s customer support capabilities, mitigating common issues such as disconnected conversations and ineffective agent handoffs. Trusted by industry giants like Yahoo and Shipt, Sendbird delivers an exceptional chat experience, boosting CSAT.

Notably, Sendbird Salesforce Connector incorporates Sendbird SmartAssistant, a customizable, no-code conversational AI chatbot that seamlessly integrates into Salesforce’s CRM, automating routine inquiries without disrupting existing operations. Sendbird’s AI chatbot is multilingual, extending global reach and breaking down language barriers in customer service. Also, by leveraging CRM data, Sendbird’s AI chatbot provides more personalized responses, leading to improved deflection rates and faster issue resolution.

To further assist support agents, the Salesforce Connector provides a new Summarize feature, powered by OpenAI’s GPT. This functionality allows agents to instantly access summarized conversations from another agent or a previous AI chatbot interaction. This facilitates quick and seamless agent handoff by eliminating the need to read the entire customer conversation.

Sendbird Salesforce Connector also offers other valuable support chat features, including:

• Moderation: Organizations can moderate message content and users from the convenience of a Sendbird dashboard. With profanity filters and auto-image moderation, they can determine the suitability of language, images, and other content for their applications using Salesforce Connector.
• Auto-Translation: Salesforce Connector automatically translates incoming messages within the chat, allowing businesses to assist customers in multiple languages based on the agent’s preference.
• Transcripts: After closing a case, a detailed transcript of the interaction between the customer and agent is generated as a permanent record. This ensures no information is lost, facilitating easy review in future issues.

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Having the Salesforce Connector on AppExchange simplifies the setup of a feature-rich chat aided by AI. The AppExchange streamlines access to new Salesforce-compatible and -compliant Sendbird features.

“We are delighted to offer Sendbird’s Salesforce Connector on AppExchange,” said Sendbird Head of Product Shailesh Nalawadi. “We believe this AI-powered solution will become essential to support teams, making it simple to extend outstanding, personalized service across every customer interaction.”

With the Sendbird Salesforce Connector, organizations get an out-of-the-box solution that can be implemented within hours. Elevate your customer experience and support agent efficiency with AI-powered support chat.