More natural phone conversations, following up a customer enquiry through the right channel, and setting up automatic actions in plain language. This product update introduces the latest improvements in AnswerPal and explains what they mean for your day-to-day work.

GPT Live: keep the conversation going while information is retrieved

A caller adds another detail while AnswerPal looks up information. With GPT Live, the conversation can continue: the voice model listens and speaks while a separate support model retrieves information or carries out a configured action.

The updated model settings group the choices by application. For Live, you select both the conversation model and the model that provides support behind the scenes. Test a new combination with a few typical customer enquiries first, so you can check that conversations and actions work as expected.

Read more about GPT Live and the updated model settings.

Follow up a phone conversation by SMS or email

A transport planner sends a driver the agreed loading bay by SMS after a phone call. A service desk emails additional instructions after a technical enquiry. With Follow up via…, your colleague starts that next step from the original ticket.

The new message gets a linked ticket. This lets you choose the channel that suits the follow-up while keeping the connection between the conversations visible to your colleagues.

See how linked tickets keep your follow-up connected.

Set up automatic actions in plain language

You do not need to learn technical field names or comparisons to define conditions for an action. Describe what you mean under Describe rule, for example: ‘Only run this action if the ticket’s follow-up date is in the past’.

With Generate Rules, AnswerPal turns your description into the corresponding conditions. You check the proposal and save the action. The conditions are then applied automatically whenever that action is evaluated. Time-based conditions, such as a message being more than seven days old, can also be taken into account.

Read how to describe rules in everyday language.

An out-of-office reply will not prematurely close your planned follow-up

You email a proposal and then set a follow-up date. An out-of-office reply arrives. If an automatic close action is linked to the detected ‘Out of office’ topic, AnswerPal takes your planned follow-up into account.

The safeguard blocks that automatic close action. The ticket remains available so your team can contact the customer again later.

Read how planned follow-up is protected.

Use customer data to retrieve relevant information and prepare replies

Variables let you include customer and ticket data in reusable instructions. A common use is passing a customer number to a connected system to retrieve the right order, service contract or current repair status. AnswerPal can then use the information returned in its reply.

The variable picker helps you select the available data. A preview for a specific ticket shows how your instruction or request will be filled in.

See how customer data enriches your instructions and replies.

Help transcriptions recognise names and locations

Personal names, street names and towns are not always transcribed correctly. Give AnswerPal a glossary with the correct spellings to provide extra context when transcribing phone calls and audio attachments. You can also include terminology specific to your business.

Adding the words is enough; there is no need to describe their pronunciation separately. This helps make the information from conversations more useful for follow-up.

Read how to provide names and specialist terms for transcription.

A clearer view of your usage

The cost report shows the budget, recorded usage and remaining allowance for your current contract period. Alerts at 80%, 90% and 100% help your administrator review whether the budget still suits your usage.

The overview shows the date up to which costs have been processed. Budget alerts do not interrupt your service.

Explore the usage overview and budget alerts.

Dictate your working procedures

Once the speech feature has been configured, you can dictate instructions directly into the document editor. The transcribed text appears at the cursor. For example, you can record a maintenance procedure without typing everything out, then review and refine the text.

Also improved in everyday use

• Search using part of a name. You do not need to type every word in full. For example, ‘alex exam’ also finds ‘Alex Example’ in the contact picker and when searching relevant ticket content.
• A clearer view of multiple contact addresses. Long address lists in the ticket header and message list are displayed compactly. Expand them whenever you want to see all the contacts.
• The correct recipient for forwarded emails. A forwarded message shows its recipient’s contact address instead of the address list from the original group message.
• Quickly view the latest message. Hover over the ticket subject or use the message icon next to the title. You can see the latest exchange without searching through all the messages.
• See which document you are deleting. The confirmation shows the selected document’s name and, where available, its description. You can check that you have selected the right document before deleting it.

Would you like to use one of these features in your own workflow? Contact the AnswerPal team.