Now support teams can experience the new GPT-4o with Threado AI

What does this mean for customer support tools?

Before we even talk about the tools, I think it’s important to acknowledge that something like GPT-4o improves how customers or even agents can get their queries resolved with more personalization. The ability to understand nuances and sophisticated questions brings GPT-4o a step closer to how agents can understand complex queries and resolve them. In fact, these interactions will become more human.

What could these mean for customer support tools and copilots?

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More natural conversations

AI responses might not always seem natural which is why the touch of an agent is necessary to bring that subtle human tone to it. Curating or even personalizing an answer is necessary for elevated customer experiences. But the multimodal GPT-4o upgrade comes with a more natural way of interacting with users; it can reason and bring depth to answers that weren’t really possible before.

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Accessible wherever they are

GPT-4o was launched as a desktop app that comes with an extremely advanced assistant along with the capabilities of screen share, uploading pictures, taking screenshots, and reading the environment around you in real time. This could mean a whole new step forward for customer support agents who will be able to access such AI tools that are hyper-flexible to use, not to mention extremely convenient and accessible. Practically a real-time assistant that can understand queries and answer them without even needing integrations.

A tool that understands customer queries over screen share and guides you through the right answer. This also eliminates the need for having to install bots, apps, or extensions where the tools are exclusively available and offers a more interactive and human-friendly way of resolving concerns. An assistant that really does feel like an assistant.

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As good as human interactions

GPT-4o’s voice assistant is incredibly human. It’s almost too human. But it’s not just the human aspect of it that stands out. You can interrupt it and redirect conversations, ask intricate questions, and ask about the environment you’re in through video - all these aspects contribute to extremely low latency and smooth transitions that almost make you forget that you’re using a computer and not talking to a person. What this means for customer support is even smoother experiences, faster responses, and all the more reason for teams to be using copilots. What’s more, the assistant can perform real-time translations which will prove to be extremely effective for global support teams.

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Experience GPT-4o with Threado AI

We’re proud to tell you that we’re one of the first tools to implement a GPT-4o model so swiftly (thanks to the team) and this has allowed us to improve Threado AI’s capabilities with almost twice as fast responses, improved performances, and incredibly better answers. As a team, we’ve wanted to stay one step ahead of the curve, always. The moment GPT-4o was announced, we dropped everything and worked tirelessly to bring the capabilities into the product. A day later, Threado AI was running on GPT-4o.

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Works best within Slack

Threado AI, now powered by GPT-4o, can now answer queries on Slack threads with twice the speed and accuracy. It understands complex questions, remembers thread contexts, and can answer follow-up questions in the same thread, without having to start a new conversation.

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Understands instructions separate from the question

The bot is much smarter now. You can give instructions to the bot apart from the questions asked i.e. ask it to summarize in bullet points, draft a social post or an email, or even write it as a poem! I tried it, and it works like a charm.

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Connect your entire knowledge base into a single source of truth

Knowledge bases are generally scattered across platforms, apps, help centers, and internal docs. There’s a lot of knowledge in past customer resolutions through tickets and internal Slack conversations as well. Threado AI can be trained on all this data connecting multiple data sources through integrations like Zendesk, Intercom, Freshdesk, HubSpot, Google Drive, Notion, and Confluence. More so, you can also train it on links and by uploading docs or sheets.

If you’ve integrated ticketing platforms like Zendesk, Freshdesk, or Intercom -

• You can ask Threado AI to summarize a specific ticket to get quick context of the resolved query.
• Get all ticket details for a specific customer i.e. ask for all ticket details for the customer with the email id abc@xyz.com.
• Ask Threado AI to rewrite a ticket resolution and personalize the answer for another customer query.
• Ask the bot to share the summary of a ticket in an email format, as a social post, or even make it concise to a few sentences.

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Leverage Threado AI for internal use cases

There’s so much knowledge within internal docs across departments. Customer success teams have accounts-related and customer-specific docs, marketing teams have campaign performances and conversion data, sales teams have to keep data about prospects and users, and engineering would have feature documentation. All this can be made easily and quickly accessible with Threado AI.

You can train the bot on sheets or docs having such information and ask related queries on Slack channels. Some use cases could be -

• Ask Threado AI to give a list of all customer accounts for a customer success manager.
• Marketing teams can ask about campaign performances, ROI, leads, and growth comparisons directly to the bot.
• Ask Threado AI to create social posts from product updates or new releases.
• Engineering can ask about product features, project timelines, new releases, and more.

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We’re witnessing history

How many revolutions are too many revolutions or if everything is a revolution then is anything a revolution? Feels like ‘revolution’ is becoming synonymous with AI, and maybe it should. All major events in tech this past year have AI painted all over it. Google I/O 2024 launch had the word AI mentioned about 121 times which is symbolic of the fact that AI has become a colloquial part of tech lingo.

Even specific to customer support, most startups have come up in the past year with AI tools and a lot have pivoted to an AI product (us included). Not just startups, but giants like Intercom and Zendesk have also launched AI-first customer service solutions, catering to the ever-changing needs of customers. AI will continue molding customers’ expectations and tools will continue evolving to improve agent experiences that in turn enable better customer experiences. Even more so, hopefully, we will be able to be on top of everything and bring the best for our customers.