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Proto CX automation for SMS

Proto's AI Customer Experience (AICX) platform integrates with national SMS providers, the messaging system for feature phone users across the Global South.

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Proto's no-coding integration connects the Proto platform to SMS without developer effort.

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What is AICX for SMS?

AICX for SMS is an AI-enabled customer service solution that can answer queries via text 24/7. Instead of relying exclusively on live agents, AICX for SMS can automate answers to frequently asked questions, update account details, and send important notifications directly to customers’ phones.

Proto AICX for SMS can also communicate in over 100 local languages such as Tagalog, Kinyarwanda, and Twi, allowing organizations to reach underserved customer segments.

What are the advantages of using CX automation for SMS?

Using CX automation for SMS is a powerful way to reach a broader customer base, particularly customers who don’t have consistent internet access or who use feature phones that don’t support mobile apps.

Proto AICX can help customer service agents automation customer service, manage customer cases, and analyze service information across multiple channels in one place, to help optimize customer service across SMS and other channels.

What can Proto do over SMS channels?

Proto offers complete AI Customer Experience solutions tailored to specific industries, all of which include:

  • A no-code chatbot builder
  • Conversational chatbots
  • Automated case management
  • Conversation history in one place
  • Analytics and reporting

In addition to SMS messaging, Proto can also be deployed across many other supported channels.

How can I integrate SMS chat with Proto?

You can connect your SMS account to Proto in a few simple steps by entering your SMS short code into Proto’s SMS configuration settings.

Where can I find more information about Proto?

For more in-depth information about how Proto has helped governments and businesses, take a look at our case studies.

For more information on how Proto works, take a look at our documentation.

How can Proto help businesses use ChatGPT for SMS?

Large language models like ChatGPT can create human-like responses to customer service inquiries – but effective customer service management requires tracking, case management, livechat, and analytics tools to scale personalised service. 

Proto can help businesses leverage large language models like ChatGPT with features such as:

  • Proactive chat to engage website visitors with personalised messaging
  • Livechat tools to connect customers with live agents seamlessly
  • Management tools with case tracking and analytics for consistent service quality
  • Natural language processing for better accuracy in underserved languages

Proto's roadmap includes future integrations with ChatGPT to improve intent classification, enhance tone in agent messages, automatically summarise chats, and more.

What is the difference between a chatbot and CX automation for SMS?

Chatbots are programs that automate responses to customer questions, whereas CX automation streamlines the entire customer service management process. 

For example, Proto's platform collects data from customer conversations to automatically generate customer profiles, track and manage omnichannel cases in one place, and view contact centre automation KPIs for continuous improvement.

Businesses can use Proto to connect chatbots and live customer service agents, so complex customer queries can be automatically routed to the correct agent with all of the prior chat information. Permission structures for agents can determine what they're able to view and interact with on the chat platform based on their role.

Additionally, businesses with sensitive data can connect Proto with their own Azure SQL, MySQL, MariaDB and PostgreSQL databases with no sensitive information saved on the cloud.

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