HiOperator, an emerging leader in the customer service automation space, today unveiled its latest innovation, SMSBot, a tool designed to revolutionize customer support through the application of generative AI.

In a recent interview with VentureBeat, CEO and founder Liz Tsai provided insights into the new product’s capabilities and its potential impact on the way brands interact with consumers.

Aimed at addressing the complexities of SMS-based customer service, SMSBot leverages generative AI to deliver what could be a game-changing experience for mobile-first consumers.

“We’re super excited to be launching SMS Bot,” said Tsai. “It’s designed to bring the generative AI chatbot functionalities that you’re familiar with from a web-based chat form, straight into customers’ SMS channels.”

The motivation behind the innovation is clear: managing SMS channels can be daunting for brands due to the high demand for live, real-time agent interaction. Tsai recognized this challenge, noting, “It’s been a little bit difficult to manage because from the brand’s perspective, you need a live agent interacting in real-time or it becomes a dead end.”

A new era of automation

HiOperator’s approach is notably different from existing solutions, as it seeks to automate customer support comprehensively. Tsai described the system as “an orchestration platform,” which combines workflow automation and generative AI to assist customers in a contextually aware, conversational manner.

“The ultimate goal here is to automate customer support,” Tsai explained. “What does that look like, nuts and bolts behind the scenes, right? It’s really an orchestration platform.”

The company’s strategic use of generative AI stands out as a key differentiator. Tsai emphasized the significance of the technology in crafting the customer experience: “Generative AI is maybe 10% of the work, but 90% of the customer experience.”

The company’s new SMS solution is well-timed, as the demand for intelligent automation in customer service is surging. By integrating advanced AI within the familiar context of SMS, HiOperator is well-positioned to offer a compelling mix of efficiency and personalized customer support.

The launch of SMSBot marks HiOperator’s commitment to setting new benchmarks in the industry for both automated and human-assisted customer service.

With a clear understanding of the modern consumer’s needs, Liz Tsai and her team are steadily redefining customer engagement, signaling a major shift towards intelligent automation in the enterprise realm.