New: Clickatell AI

Release date: 2024

Available on the Interact or Transact packages as an upgrade at an additional cost.

The Clickatell AI service enables you to build, customize, and train modern AI assistants built on a hosted large language model (LLM) and pre-trained on specific information provided by your business. It lets your customers ask questions and extract accurate, concise, and contextually relevant answers from a chatbot, referencing the information it was trained on, or from a live agent supported by the virtual assistant in our help desk application.

The service is available across the Clickatell Platform.​ It is channel-agnostic and can be used across business divisions.

The following AI capabilities are built into the Clickatell Chat Commerce Platform:

• Q&A Bot: Smart self-service via Chat Flow using a Clickatell AI node and a trained LLM.

• Agent Assist: Suggested responses for live agents in Chat Desk using a trained LLM.

• Intent Recognition: Understand the user with NLU via Chat Flow.

See our comprehensive Clickatell AI User Guide for details on using the application.

The following forms part of the Clickatell AI release:

• A new Clickatell AI portal to configure and train assistants, manage information, and configure intents.
• Suggested responses, powered by one of your selected AI assistants, are presented to live agents in Chat Desk to assist in answering customer queries.
• A new Clickatell AI setting in Chat Desk to enable/disable suggested responses and to select the AI assistant to generate these responses.
• A new Clickatell AI node in Chat Flow enables direct interaction between end-users and an AI assistant trained to provide information within a specific business context.