How AI handles incoming messages.

This article will let you understand how CX Genie handles incoming messages.

The process of the user's message

The process by which AI handles incoming messages is both structured and efficient, as depicted in the provided workflow.

1. User Sends Message: The process begins when a user sends a message.

2. AI Classifies Message: The AI system classifies the incoming message into different categories.

   • If the message is a general greeting or casual conversation (e.g., "Hi," "Hello"), the AI will automatically generate an appropriate reply.

   • If the message pertains to product inquiries, services, or business-related questions, the AI proceeds to the next step:

     • AI Finds Data: For business-related messages, the AI searches relevant information within a knowledge base or database.

3. Reply Message: Finally, the AI generates and sends a response based on the retrieved data.

This streamlined process ensures that user inquiries are addressed promptly and accurately, enhancing the overall customer experience.