For many teams Slack has become the de facto tool for internal communications. By shifting internal communications out of inboxes and into channels, teams can work more collaboratively while reacting to critical issues in near realtime. This is why we are excited to announce that SturdyAI is now integrated with Slack. Now teams that rely on Slack to collaborate can create custom channels to receive important signals from SturdyAI.
For those less familiar with SturdyAI, we’ve built a product that analyzes customer communications (support tickets, emails, customer chat sessions, video and phone call transcriptions, etc) for important signals that impact the bottom line. For example, when a customer asks, “Can I have a copy of our contract?” in a support ticket, our product instantly recognizes this as a potential cancellation signal, flags it, and alerts the team in charge of triaging accounts. Today, our AI today recognizes 7 distinct signals with dozens more currently in development. And, the cherry on top is that SturdyAI gets smarter with every message.
Here’s how it works.
First, a customer communicates with their vendor via email, support ticket, chat or recorded call. Below is an example of a ticket submitted through a ticketing system.
Next, SturdyAI ingests and analyzes the ticket in real-time looking for important signals. In this ticket, there is a critical issue. The customer, Brightlight, is asking for a copy of their contract. This is a clear signal that this customer may be at risk. Furthermore, the customer is indicating that they have purchased a product that may have similar features reinforcing the urgency of this message. Below is the original ticket that SturdyAI analyzed and applied the Strong Churn signal.
Now that SturdyAI is integrated with Slack, critical signals are “chirped” into Slack channels. SturdyAI’s customers create their own Slack channels to receive critical signals. Integrating SturdyAI takes minutes. When SturdyAI is integrated with Slack, critical signals are “chirped” into Slack channels. SturdyAI’s customers create their own Slack channels to receive critical signals. We've seen some great use cases already. Here are a few of our favorites.
In this example, we’ve created a “Churn Alerts” channel. These customized channels provide teams and leaders with real time visibility into critical customer issues so the right people can take action before it’s too late. Below is a screenshot of our churn-alerts channel and the alert that was triggered by the original message that this customer sent about requesting a copy of their contract.
Integrating with Slack was moved to the top of our feature roadmap as the pandemic has created new challenges for our customers related to remote operations. Less in person attendance by customer-facing teams means widening internal communication gaps at each stage of the customer lifecycle. Plus, integrating with Slack just isn't that hard. In the coming weeks, we will continue to refine the integration and, ultimately, the user experience making it easier for users of Slack to get mission-critical signals from customers in the apps that they use most.