With 10to8's Premium plan, you have a number of Smart Messaging options. Smart Messaging is 10to8's AI (artificial intelligence) messaging tool, powered by ChatGPT. With Smart Messaging you can allow 10to8 to reply to your customers' messages automatically. The AI can cancel appointments, send out rebooking links and provide additional appointment information, all without the need for any action on your part.
As well as this, on our Enterprise/Bespoke plans you can allow 10to8's AI assistant to answer more general questions and queries from your customers. You'll find this option under 'Inbox' > 'Smart Messaging' > 'Answer questions from customers'. Click the tickbox to enable it.
Note: If you'd like to add this feature to your account, contact your 10to8 account manager. If you'd like to talk to our sales team about our Bespoke/Enterprise options, book a call with them here at a time that suits you.
This guide explains how to use this feature.
SECTIONS:
Prompts & Extra Context
Once you've clicked to enable the 'Answer questions from customers' option, a text box will appear. You can type information into this box to help the AI assistant answer your customers' questions.
It's up to you when it comes to the information you decide to put into this box. Any information you include here will equip the AI with the relevant knowledge in order to help your customers effectively.
Think of yourself as the AI's teacher -- it needs you to tell it what you want it to say, and how you'd like it to say it!
All of 10to8's Smart Messaging options are powered by ChatGPT. ChatGPT is a cutting-edge AI tool designed to smoothly converse with humans. It learns from you and uses the information you give it to produce its output. For more general information on ChatGPT, click here.
To make sure 10to8's AI assistant can answer your customers' questions helpfully, it's important to input information that you think your customers might be likely to ask for. In the example screenshot below, you'll see that the following information has been included:
- the AI's tone of voice (friendly & professional)
- what customers need to bring to their appointments
- the specific office location
- accessibility (toilets & wheelchair access)
- whether customers can be accompanied
With this information included, the AI should know how to answer questions from customers on these specific matters.
The text you input here will be saved automatically. You're free to amend or delete it at any time, and the feature can be turned off by clicking the checkbox to untick it.
What Your Customers See
10to8's AI assistant can respond to customers' questions via email, SMS and the web.
Below you'll find some example responses from 10to8's AI assistant, in line with the information given to the AI in the previous section. A screenshot will show the messages sent by the customer (in blue) along with the responses from the AI (in green) along with a screenshot of the AI's response in email form.
Note: The customer in the following examples sent their messages via the page they're taken to after clicking the 'Reply, Change or Cancel' button in their booking confirmation or reminder email. In the message history, this will show as a message from 'Web'.
Finding the appointment location:
What to bring to the appointment:
Location of facilities:
Wheelchair access:
Bringing a friend:
Note: You can view the conversation history for any given appointment from your inbox and the calendar. Click here for instructions on how to do this.
Limitations
In some circumstances, customers might ask a question that the AI doesn't understand. In this scenario, the AI will not automatically respond to the customer, so you'll need to respond to the message yourself from your inbox or from the activity window after clicking on the associated booking within your calendar.
To increase the likelihood of the AI understanding customers' questions, you should aim to provide it with as much clear information as possible. However, it's not possible to guarantee that the AI will be able to understand every message 100% of the time.
Need More Help?
We hope this guide has been helpful! If you have any questions, don't hesitate to reach out to our support team who will be more than happy to assist.