binary-human-robot Image by Gerd Altmann from PixabayiEnterprises has launched a connector for ChatGPT from OpenAI to its portfolio. The new connector will enable organisations to take advantage of ChatGPT with applications such as Gmail, Salesforce.com, Microsoft Dynamics and ZOHO. iEnterprise is known for its connectors between email solutions and CRM products.

The latest integration takes advantage of the dialogue that can be provided by ChatGPT. It means that using the connectors, sales teams and service agents can reply to generic queries within emails and CRM solutions.

An example of this is given in a very short video by iEnterprises, enabling an agent to quickly respond to a question about why email and CRM should be integrated. The example shows a user in Salesforce just clicking on “Reply” using ChatGPT AI. The connector draws the original enquiry and passes it to ChatGPT, providing a response to the question quickly. In the video, the response given is:

“Email and CRM should be integrated because they are both important tools for managing customer relationships. By integrating them, you can more easily keep track of your customers’ communication history and manage your customer relationships more effectively.”

iEnterprise aims to extend the connector to other solutions, with a Microsoft Outlook connector due out soon. It will also add other AI capabilities as well, though it did not go into detail.

John Carini, CEO of iEnterprises, commented, “We are thrilled to offer this integration to our customers. ChatGPT’s advanced language processing capabilities combined with the convenience of having it along with your CRM directly inside your inbox will greatly benefit our customers in terms of efficiency and effectiveness.”

Is this a good thing?

The inference is that users can now access a vast amount of information that will help them respond to generic queries. Certainly, it may make some people more efficient. However, there must be a caveat here in that while responses can be automated, they may not be aligned with the messaging of the company.

The advantage of the human validating the answer is, therefore, wise. Organisations introducing ChatGPT into automated responses may be disappointed with the outcome. For example, asking what the best connectors are for ChatGPT from ChatGPT, it lists five solutions, none of which are iEnterprises. This is a function of how ChatGPT learns. It does, however, empower people to give direct answers to many questions. We asked ChatGPT how to set up the iEnterprises connector for GPT.

The ChatGPT answer

“To set up iEnterprises Connector for ChatGPT, follow these steps:

  1. “Sign up for an account on iEnterprises Connector platform. You can do this by visiting the iEnterprises Connector website and clicking on the “Get Started” button.
  2. “Once you’ve signed up, log in to the iEnterprises Connector platform.
  3. “In the iEnterprises Connector platform, click on the “Connectors” link in the top navigation menu.
  4. “Scroll down to the “ChatGPT” connector and click on the “Add” button to add the connector.
  5. “Enter your ChatGPT credentials (API key and secret) into the iEnterprises Connector platform.
  6. “Configure the settings for your ChatGPT connector. This may include specifying the default language, setting up automated responses, and configuring other options as needed.
  7. “Once you’ve configured your ChatGPT connector settings, you can begin using it to integrate ChatGPT with other applications and services.

“Note that the specific steps for setting up iEnterprises Connector for ChatGPT may vary depending on the version of the software you’re using and the specific integration you’re setting up. It’s important to carefully review the documentation and follow the instructions provided by iEnterprises Connector to ensure that your integration is set up correctly.”

One interesting note is that when Enterprise Times asked ChatGPT, the one asked in the video, the response from ChatGPT was much longer. The full response is given below.

Can you please explain to me why email and CRM should be integrated

“Certainly! Integrating email and customer relationship management (CRM) can be highly beneficial for businesses. Here are some key reasons why you should consider integrating email and CRM:

  1. “Centralized Customer Data: By integrating email and CRM, you can centralize all customer data in one place. This allows you to easily access a customer’s contact information, purchase history, and communication history all in one place, improving your team’s ability to manage and understand customer relationships.
  2. “Streamlined Communication: Email and CRM integration can streamline communication between teams and departments, making it easier for everyone to be on the same page. This can improve collaboration, reduce miscommunication, and ensure that everyone is working towards the same goals.
  3. “Personalized Communication: With email and CRM integrated, you can create more personalized emails for your customers. The CRM system can provide you with valuable customer data, such as purchase history and preferences, which can help you tailor your emails and marketing campaigns to specific customers’ needs and interests.
  4. “Improved Efficiency: By integrating email and CRM, you can reduce the amount of time and effort required to manage customer data and email communications. With all customer data in one place, you can access and manage customer information more efficiently, improving your team’s productivity and saving time.
  5. “Better Reporting and Analysis: With email and CRM integrated, you can analyze the effectiveness of your email campaigns and customer interactions. This data can help you make more informed decisions about how to improve your customer engagement and increase sales.

“Overall, integrating email and CRM can help businesses improve their customer relationship management, streamline communication, create more personalized communication, improve efficiency, and provide better reporting and analysis. As a result, it can lead to increased customer satisfaction, higher sales, and improved business performance.”

A better answer?

ChatGPT is impressive, and if a briefer answer is required, it is possible to ask the question in a different way, limiting the length of the answer. We asked, in less than 100 words, can you please explain to me why email and CRM should be integrated:

“Integrating email and CRM can help businesses to streamline their communication processes and improve customer relationships. By linking these two systems, businesses can easily track customer interactions, send personalized messages, and analyze email marketing campaigns’ effectiveness.

“This integration can also help businesses to reduce manual data entry, save time, and enhance team collaboration, leading to increased productivity and improved customer satisfaction.”

Enterprise Times: What does this mean?

This is a sensible way to integrate the use of ChatGPT into other applications. However, it is not something that will solve every customer enquiry, nor must organisations completely rely on the answers given. Hence the human handoff to verify the response is sensible.

What will be interesting is how quickly organisations adopt using ChatGPT in their interactions. Will people notice, and will it enable employees to gain knowledge about their organisation faster or slower? People have different learning methods, and not everyone learns well by reading the written word.

CHATGPT and other solutions will change how people work. However, organisations may need to be cautious about how they approach the integration. Complete reliance on it may be a mistake. iEnterprises appear to have taken a sensible position, by automating the integration rather than automating the full process.

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