Quick Answer
OnSync Social Intelligence fuses GPT-4.1, telemetry, and CRM data to generate summaries, recommended replies, buyer intent scores, and automation triggers directly in the inbox.
Key Points
- Summaries + suggested replies render in <1.8 seconds
- Intent scoring ties each thread to revenue likelihood
- Closed-loop training captures thumbs-up/down feedback from agents
AI Social Intelligence in OnSync: Real-Time Suggestions, Auto-Responses & Revenue Signals
The generative AI engine inside OnSync listens to every social conversation, recommends next best actions, drafts compliant replies, and surfaces revenue intent so your team closes loops and deals faster.
Anatomy of the Social Intelligence Engine
Avg. time to suggestion
Top intents automated
Attributed WhatsApp revenue
Reps using AI daily
Every conversation is ingested in near real time, vectorized, and paired with relevant CRM and product data. The engine evaluates urgency, language, and buyer stage before drafting replies, action items, or tasks for humans.
What AI Delivers in the Inbox
Instant Recaps
One-click summary of the thread, blockers, and commitments so managers can jump in with context.
Suggested Replies
GPT-powered drafts that follow brand tone, reference policy libraries, and pull SKU/price data before agent review.
Next Best Actions
Automated tasks like booking demos, escalating to finance, or sharing a payment link triggered by detected intent.
Pipeline of Intelligence
- Ingestion & Classification: Messages stream through channel connectors, language is detected, PII redacted, and intents labeled.
- Retrieval-Augmented Generation: Relevant macro snippets, product docs, and historical resolutions are retrieved and fed into GPT-4.1 for grounding.
- Recommendation Output: The model returns a summary, suggestions, and risk level. Guardrails scan for compliance before rendering.
- Feedback Loop: Agents accept, edit, or reject. That data fine-tunes prompt weighting and updates the quality leaderboard.
Playbooks Fueled by AI
Support Automation
- AI triages issues into priority queues with CSAT risk indicators.
- Automation handles password resets, order checks, and return labels end to end.
- When sentiment dips, AI pings managers with context snapshots.
Revenue Acceleration
- AI scores buyer intent and auto-creates CRM tasks when a conversation signals readiness.
- Smart nudges remind reps to share pricing, proposals, or Calendly links.
- Playbooks map upsell/cross-sell triggers (SKU pairs, renewal windows, upsell thresholds).
Measuring AI Performance
Adoption Metrics
Dashboards show acceptance rate, time saved, and percent of cases resolved with zero human drafting. Leaders can drill down by team, channel, or intent cluster.
Export raw data to Snowflake or BigQuery for deeper analysis.
Governance & Guardrails
Policy packs enforce disclaimers, region-specific compliance, and banned phrases. Anomaly alerts trigger when AI attempts to send redacted data or off-brand messaging.
Every acceptance/rejection ties back to the conversation transcript for audit-ready evidence.
Implementation Checklist
Data Foundation
- Sync CRM + catalog fields
- Tag top intents
- Define escalation policies
Pilot Guardrails
- Approve tone + vocabulary
- Enable thumbs up/down feedback
- Limit auto-send to low risk intents
Scale & Optimize
- Automate QA sampling
- Review win/loss insights weekly
- Feed resolved cases back to training set
Sample Prompt Template
You control the prompts that power summaries and responses. Here’s a lightweight structure customers start with:
You are an OnSync assistant for {{brand}}.
Conversation summary: {{transcript_last_20_messages}}
Customer profile: {{crm_summary}}
Product catalog: {{sku_data}}
Tone guidelines: {{brand_voice}}
Constraints: never share payment details, redact PII, respect GDPR.Variable injection ensures each recommendation references live pricing, localized shipping policy, or compliance scripts. You can clone prompts per queue or channel to tune for sales vs. support.
Ready to Get Started?
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