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AI copilot for faster, personalized customer responses

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Overview Discussion

Overview

Sapling Language Model Copilot is an intelligent tool designed to enhance the productivity of customer-facing teams. Providing real-time suggestions, it integrates with CRMs and messaging platforms to help compose personalized, more efficient responses.

Sapling also offers an API/SDK that allows developers to incorporate language learning model functionalities into their systems or applications.The tool offers features such as Sapling Suggest, capable of pulling relevant responses from a team's response bank, to allow agents to answer customer inquiries swiftly.

Its other function, Autocomplete Everywhere, provides deep learning-powered autocomplete suggestions across various messaging platforms, enabling quicker composition of responses.The tool is also equipped with a feature that improves language and grammar quality.

Using a machine learning system trained on millions of English sentences, it flags and corrects language issues, ensuring professional, consistent communication.Sapling also offers a snippet library that allows for instant insertion of common responses, assisting in knowledge distribution within teams.

Moreover, Sapling provides insights from conversational data through natural language processing. The tool is also known for its compatibility, supporting integrations with popular messaging and CRM platforms.As a part of its advanced features, it incorporates enterprise security elements including data encryption and redaction of personally identifiable information, and provides tools for end-user identity management such as Single Sign-On, SCIM, and Multi-Factor Authentication.

Lastly, Sapling promotes easy installation and deployment with a high adoption rate and minimal onboarding time.

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November 4, 2020

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Pros and Cons

Pros

Improves response quality

Integrates with CRMs

Real-time suggestions

Personalized responses

Retrieves responses from team bank

Deep learning-powered autocomplete

Catches more language issues

Snippet library sharing

Text expansion shortcuts

Gains insights from conversational data

Best-in-class omni-channel support

Enterprise security and encryption

Two-click provision

90% adoption rate

Optimizes customer experience

Efficiency in handle time

API/SDK for developers

Redaction of PII

Identity management support

Coaching opportunities

Improves productivity

Topic and trend monitoring

Usage and efficiency reports

Automated quality scoring

Rapid adjustments to issues

Real-time human-in-the-loop responses

Decreases repetitive messaging tasks

View 22 more pros

Cons

Limited to English language

High adoption rate required

No offline usage capability

Limited enterprise customization

Requires API/SDK knowledge for advanced use

Dependent on CRM/messaging platform integration

No specified non-English grammar support

Auto-suggestions potentially narrow diversity of responses

Data encryption might affect performance

Requires repetitive messaging tasks

View 5 more cons

Q&A

What is Sapling?

Sapling is an AI messaging assistant intended to enhance response quality and efficiency for customer-facing teams. It integrates with popular messaging platforms and CRMs, providing real-time suggestions for agents to compose personalized responses. Sapling also utilizes a machine learning system to catch 60% more language quality issues than other spelling and grammar checkers and aids teams in sharing knowledge with a snippet library and text expansion shortcuts/macros. Other notable features include natural language processing for gaining business insights from conversational data and robust enterprise security.

What is Sapling Suggest™ and how does it work?

Sapling Suggest™ operates by retrieving relevant responses from a team response bank at the click of a button. It allows for real-time suggestions, enabling agents to respond swiftly to customer inquiries. The feature is designed to drastically reduce response time and improve response quality.

How does Autocomplete Everywhere™ assist customer-facing teams?

Autocomplete Everywhere™ uses deep learning to provide autocomplete suggestions across all integrated messaging platforms. This enables customer-facing teams to draft and send responses faster which streamlines communication and improves efficiency.

What unique features does Sapling offer to improve language and grammar quality?

Sapling uses a machine learning system that has been trained on millions of English sentences to improve language and grammar quality. It is designed to capture 60% more language quality issues than comparable spell and grammar checkers, ensuring professional and consistent communication quality across customer interactions.

What is the purpose of Sapling's snippet library and text expansion shortcuts/macros?

Sapling's snippet library and text expansion shortcuts/macros are tools aimed at optimizing knowledge distribution within teams. They allow instant insertion of common responses across web applications, enabling fast search, compliance, upselling, training, and onboarding. By utilizing these tools, teams can respond to customer inquiries more efficiently.

How can teams gain insights from conversational data using Sapling?

Sapling uses natural language processing to extract insights from customer conversations. This automated quality scoring allows team leads to evaluate teams and agents across all conversations and not just a tiny fraction. It enables the monitoring of topics and trends for rapid adjustment to spikes in issues and reports on usage and efficiency gains at both agent and team level.

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How does Sapling handle data encryption and security issues?

Sapling includes robust security measures such as Transport Layer Security (TLS) and Advanced Encryption Standard (AES-256) data encryption for protecting confidential information. It also offers Personal Identifiable Information (PII) redaction and self-hosted/on-premises deployment options that further ensure the security and privacy of users' data.

What is Sapling's process for end-user identity management?

Sapling's approach to end-user identity management includes options for Single Sign-On (SSO), System for Cross-domain Identity Management (SCIM), and Multi-factor Authentication (MFA). These features aim at strengthening the user authentication process and safeguarding data from unauthorized access.

How simple is it to install and use Sapling?

Sapling ensures a quick and simple installation process requiring just two clicks to install and deploy. The onboarding process typically takes less than 10 minutes, and it boasts more than a 90% adoption rate among teams.

What benefits can customer-facing teams expect from using Sapling?

Customer-facing teams can expect a variety of benefits from using Sapling. These include improved and optimized omni-channel customer experience, higher-quality professional messaging, faster response and handle time, and improved customer satisfaction. With conversation insights, managers can coach and prepare teams more efficiently while improving language quality and overall efficiency.

How does Sapling integrate with popular messaging and CRM platforms?

Sapling integrates with popular messaging and CRM platforms to deliver its services. This compatibility ensures seamless operation across teams’ web tools like ServiceNow, Salesforce, Zendesk, Amazon Connect, and Twilio Flex.

What components does the Sapling Language Model Copilot offer to assist customer-facing teams?

The Sapling Language Model Copilot offers features like real-time suggestions and integrates with CRMs and messaging platforms to help compose personalized, efficient responses. It offers Sapling Suggest™ for swift response retrieval, and Autocomplete Everywhere™ for quick response composition. It also includes a language and grammar quality tool, which uses machine learning to ensure professional and consistent communication.

What functions does the Sapling API/SDK allow developers to incorporate and how can this be beneficial?

The Sapling API/SDK allows developers to integrate Sapling's language learning model functionalities into their systems or apps. This can be beneficial in providing features such as Sapling Suggest and Autocomplete Everywhere within their own platforms, enabling faster and efficient responses tailored to customer interactions.

How does Sapling empower agents to respond to customer inquiries swiftly?

Sapling empowers agents to respond swiftly to customer inquiries via Sapling Suggest™. It retrieves relevant responses from a team's response bank in real-time, allowing agents to quickly select and send these responses to customers, thus reducing response time and boosting efficiency.

How does Sapling ensure professional and consistent communication?

Sapling ensures professional and consistent communication through its language and grammar quality tool. The tool which utilizes machine learning trained on millions of English sentences, catches and corrects 60% more language quality issues than other spell and grammar checkers.

In what ways does Sapling provide conversational data insights?

Sapling provides conversational data insights through its natural language processing feature. It allows for automated quality scoring across all conversations, topic and trend monitoring, reporting on usage and efficiency gains at the agent and team level, and significantly reduces the time needed for manual inspection.

What advanced features ensure enterprise security with Sapling?

Sapling's advanced features for enterprise security include TLS and AES-256 data encryption, redaction of personally identifiable information, and self-hosted/on-premises deployment options. All these features work together to ensure that the user's data is secure and that compliant data handling is maintained.

What tools does Sapling offer for end-user identity management?

Sapling offers Single Sign-On (SSO), System for Cross-domain Identity Management (SCIM), and Multi-Factor Authentication (MFA) as tools for end-user identity management. These mechanisms strengthen the security features of the platform by providing an additional layer of verification and identity management.

How does Sapling enhance productivity for customer-facing teams?

Sapling enhances productivity for customer-facing teams through its features like Sapling Suggest™ and Autocomplete Everywhere™. These features help in reducing response times and handle times, therefore improving the overall efficiency and effectiveness of customer interactions. It also facilitates knowledge sharing through a snippet library and text expansion shortcuts.

How does Sapling's natural language processing capability help with customer conversations?

Sapling uses natural language processing to distil insights from customer conversations. This functionality enables automated quality scoring of teams and agents, reporting on usage and efficiency gains, and topic and trend monitoring for rapid adjustments to issues. These insights can be used to inform strategies, improve customer interaction, and enhance service efficiency.

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