Today, businesses must process customer inquiries quickly and efficiently across multiple communication channels. Most companies use social media and messengers for communication, but without proper automation, managers soon face chaos.
Planfix allows you to connect all popular channels—Instagram, Facebook, Telegram, Viber, WhatsApp, email, and website inquiries—and manage customer messages in a single interface.
This enables you to:
- Receive all messages in one place without switching between apps.
- Automatically distribute inquiries among managers.
- Set up response scripts for common questions.
- Launch automations that speed up inquiry processing.
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This system already greatly improves communication efficiency. But what if you add an AI assistant? This is where true automation evolution begins.
How an AI Assistant Works in CRM
Integrating ChatGPT into CRM allows you to automatically respond to common customer inquiries, filter messages, and even personalize communication.
When a customer sends a message via Instagram, Facebook, Telegram, or another messenger, it enters Planfix. But now, AI responds first. It:
- Analyzes the request and replies according to predefined scenarios.
- Uses previous conversation context for personalization.
- Determines whether it can resolve the issue or needs to escalate it to a manager.
- Automatically categorizes inquiries by priority and topic.
This significantly reduces the workload on the support team, as AI handles the first line of communication.
Key Features of the AI Assistant
- Customizable Communication Style
You can set the assistant’s name, tone, and response style to match your brand.
- Controlled Access to Information
The AI assistant only works with the data you provide, ensuring controlled knowledge access.
- Document and Voice Message Analysis
The assistant can process customer-provided files and recognize and analyze voice messages.
- Product and Company Information Integration
You can store all relevant details about your products, services, and policies in the assistant’s knowledge base. This enables instant and accurate responses without a manager’s involvement.
- Seamless Manager Escalation
If AI cannot resolve an issue, it forwards the inquiry to a human manager, preserving the entire conversation context.
Why Integrate AI into Planfix?
Adding an AI assistant to Planfix not only saves your team time but also significantly enhances response speed and service quality.
In the next part, we’ll explore real-world business cases of AI assistant usage, the results it delivers, and some technical insights. Stay tuned!
