We are excited to announce a new feature for our Client Support Software: Gmail integration within the Client record. This feature allows you to view all the emails related to a client from your Google Workspace account without leaving the CMA. You can also filter out irrelevant or sensitive email addresses by using exclusion patterns. Here’s how it works:
To enable this feature, you need to have a Google Workspace Service level account with Domain Wide delegation. This allows our software to access your emails on behalf of your users. Please contact us so that we can set it up on your behalf.
After enabling the feature, you can go to any Client record in the CMA and the relevant Gmail messages associated with the Client email will be displayed in the Info tab, under the Email Activity section. You can click on any email summary to see the full text message in the CMA.
The Email Activity section is updated asynchronously, so there is no performance penalty when loading the Client record.
We hope this feature will help you improve your communication with your clients and streamline your workflow. If you have any questions or feedback, please contact us at firstname.lastname@example.org.
Following up on the addition of Call Log Sentiment Analysis, we’ve added the ability perform transcription analysis within Client Support Software’s CRM and OpenAI’s language models. This feature allows you to create and use AI prompts for Call Log Transcription Analysis, which can help you gain insights into your customer conversations and optimize your service delivery.
How can AI help you with Call Log transcription analysis?
Call Log transcription analysis is a process of extracting insights from the transcripts of phone calls. It can help you understand the needs, preferences, and feedback of your customers, as well as identify areas for improvement in your products or services. AI can help you with Call Log transcription analysis by automating the transcription of audio files, applying natural language processing techniques to analyze the content and sentiment of the conversations, and generating reports that summarize the key findings and trends. AI can also help you with Call Log transcription analysis by providing recommendations and suggestions based on the data, such as how to improve customer satisfaction, retention, and loyalty, or how to optimize your sales and marketing strategies.
AI prompts are questions or commands that you can use to interact with a large language model (LLM), such as OpenAI’s GPT and get relevant and useful responses. For example, you can use an AI prompt to ask an LLM to summarize the main points of a Call Log transcription, or to suggest actions or solutions based on the customer’s feedback.
By using Document Templates, you can create AI prompts that are tailored to your specific Call Log transcriptions and your desired outcomes. You can also use variables and placeholders to make your AI prompts dynamic and adaptable to different situations. For instance, you can use a variable to insert the customer’s name or previous communication history into your AI prompt, or you can use a placeholder to indicate where you want the LLM to fill in some information.
What are some examples of AI prompts for Call Log transcription analysis?
Here are some examples of AI prompts that you can use or modify for your Call Log transcription analysis:
In one sentence, describe what the customer wanted and how the agent resolved the issue.
Write a brief summary of the call, including the customer’s problem, the agent’s solution, and the customer’s satisfaction level.
How would you summarize this transcription for a manager who wants to know the main outcome of the call?
Analyze the sentiment of the customer and the agent during the call:
Using a scale from 1 (very negative) to 5 (very positive), rate the sentiment of the customer and the agent at different stages of the call.
Identify the emotions that the customer and the agent expressed or implied during the call, and explain how they affected the communication.
What was the overall tone of the call? Was it friendly, professional, angry, frustrated, etc.? How did it change over time?
Suggest improvements or best practices for the agent based on the Call Log transcription:
Based on this transcription, what are some things that the agent did well and what are some areas that they could improve on?
Give three specific feedback points for the agent, along with examples from the call and suggestions on how to implement them.
How could the agent have handled this call more efficiently or effectively? Provide some concrete tips or recommendations.
How can diarization be performed based on the conversational context?
Diarization is the process of identifying who is speaking when in a multi-speaker audio recording. Diarization can help you segment your Call Log transcriptions into speaker turns and assign labels or names to each speaker. This can make your transcriptions more readable and easier to analyze.
One way to perform diarization based on the conversational context is to use an LLM that can recognize speech patterns, cues, and features that indicate speaker changes. For example, an LLM can use contextual clues such as pronouns, names, roles, topics, etc., to identify speakers based on their content. A prompt can be used to ask the LLM to perform the diarization of the transcription. If there are more than two speakers, a prompt like “Perform diarization on the following phone conversation that may include speakers such as [IVR, Voicemail, Agent, Client]”.
Adding new Prompts
Under System Management/Document Templates, add a New Record, select Type = AI_PROMPT_CALLLOG
Enter the prompt using plain text and optional dynamic Smarty variables available within the CMA
Analyzing Call Log Transcriptions with the Prompts
A Call Log record can be viewed from within the Client record or from within the Call Log Detail report. In both cases, when viewing the individual transcription, the predefined prompts are available for selection. They will populate the prompt text area which can be further customized for a personalized analysis.
Once the desired prompt is written, submit the record, and analysis is performed. The resulting. analysis is now available to view either as a popup when hovering over the Call Log notes or within the Call Log record. The prompt that is used, is stored with the response so that the response can be understood within its context. For example:
We hope that this help your organization provide constructive feedback to assist counselors who in turn assist clients. Please contact us for implementation questions.
We are happy to announce a new feature for Client Support Software’s CMA: Call Log Sentiment Analysis. This feature builds on yesterday’s addition of Call Log Transcription to provide sentiment analysis using OpenAI’s text-davinci-003 model. In this post, we will explain what sentiment analysis is and how it is useful to have in a CRM.
Sentiment analysis is the process of identifying and extracting the emotional tone and attitude of a speaker or writer from their words. It can help you understand how your customers feel about your products, services, or interactions with your agents. Sentiment analysis can also help measure customer satisfaction, loyalty, and retention.
With Call Log Sentiment Analysis, you can now automatically analyze the sentiment of your call transcripts using OpenAI’s text-davinci-003 model. This model is one of the most advanced natural language processing models available today. It can handle complex and nuanced language expressions and generate accurate and consistent sentiment scores.
Call Log Sentiment Analysis works by assigning a score between 1 and 5 to each call transcript. A score closer to 1 indicates a very negative sentiment, while a score closer to 5 indicates a very positive sentiment. In addition, the top three emotional tones are identified next to the sentiment score.
You can access Call Log Sentiment Analysis from the CMA Call Log Detail Report. You will see an emoji-coded display of your call transcript with the sentiment scores for the entire conversation. You can also filter your call logs by sentiment score using the “Sentiment” filter in your call log list.
Call Log Sentiment Analysis can help you improve your customer service and sales performance in many ways. Here are some examples:
You can identify unhappy or dissatisfied customers and take proactive actions to resolve their issues or offer them incentives.
You can identify happy or satisfied customers and ask them for referrals, testimonials, or reviews.
You can monitor the quality and effectiveness of your agents’ communication skills and provide them with feedback or training.
You can discover insights into your customers’ needs, preferences, pain points, or objections and use them to improve your products or services.
You can track trends and patterns in customer sentiment over time and across different segments or regions.
We hope you enjoy this new feature and find it useful for your business. We are always working on improving the CMA to provide you with the best tools for customer support and sales. If you have any questions or feedback about Call Log Sentiment Analysis or any other feature, please contact us.
Client Support Software has integrated OpenAI’s text-to-speech API known as Whisper in order to optionally transcribe call recordings for customers that use our PBX hosting product. This feature will increase productivity and benefit CMA users by allowing them to quickly review the transcription of a conversation and extract key insights.
Whisper is a state-of-the-art speech-to-text model that can transcribe audio files in any of the supported languages into text . It can also translate and transcribe audio files into English. Whisper has received immense praise from the developer community for its accuracy and speed.
With Whisper integration, CMA users can easily access the transcription of any call recording using the Call Log reports. They can search for keywords, filter by date, duration, caller ID, or extension, and export the transcripts as CSV files. They can also listen to the original audio file while reading the transcript.
This feature will help CMA users to:
Improve customer service by identifying pain points, feedback, and satisfaction levels from call recordings.
Enhance training and coaching by reviewing call transcripts and providing feedback to agents.
Save time and resources by avoiding manual transcription.
In order to enable this feature, your company should open an account with OpenAI to obtain an API key. Existing customers may contact us to enable this functionality. We hope you enjoy this new feature and we look forward to hearing your feedback.
There is a new System Setting: NSF_FEE_EXCLUDE_CREDITORIDS that allows listing CreditorIDs for which NSF Fees should not be charged.
When importing the ACH failures, if a Client has an OPEN account that is associated with one of the CreditorIDs specified in NSF_FEE_EXCLUDE_CREDITORIDS, the following message is displayed “An OPEN Creditor prevents NSF Fee” and no NSF Fee is generated.
We are excited to announce a new feature enhancement that will allow you to create custom SQL reports in our system. This feature will enable you to query data from various sources and generate reports that suit your specific needs.
What is a Custom SQL Report?
A custom SQL report is a report that you can create by writing your own SQL queries. SQL stands for Structured Query Language and it is a standard language for accessing and manipulating data in databases. By using SQL, you can select, filter, sort, group, and aggregate data from different tables and views.
A custom SQL report can be useful when you want to:
Analyze data that is not available in the predefined reports
Combine data from different sources or applications
Perform complex calculations or transformations on data
Customize the layout or format of the report
How to Create a Custom SQL Report?
To create a custom SQL report, follow these steps:
Go to System Management/Document Template Management
Select Type = SQL
Write your SQL query in the Query box. You can only use SELECT statements. Do not use INSERT, UPDATE, DELETE, or other commands that can modify data as they will generate an error.
How to Access a Custom SQL Report?
To access a custom SQL report, follow these steps:
Go to the Navigation pane
Select the name of your saved your report under Custom Reports
Click on your report name
If your report has filters, enter values for them and click Filter
View your report on the screen or export it as a CSV file
How to Limit Access to a Custom SQL Report?
To limit access to a custom SQL report, follow these steps:
Go to System Management/Document Template Management
Select Type = SQL
Find your report and click Edit
In the Access Groups box, enter the permission groups that are able to view the report
Only members of those groups will be able to see and run your report.
We hope this feature enhancement will help you create more powerful and customized reports in our system.
We are excited to announce that Client Support Software’s CMS for housing counseling agencies, has been approved by the U.S. Department of Housing and Urban Development (HUD) as a HUD certified Housing Counseling CMS, compatible with the Agency Reporting Module version 6 (ARMv6) specification.
This means that the CMS meets HUD’s standards for collecting, storing, and reporting data on housing counseling services provided by HUD-approved agencies. Agencies using Client Support Software’s CMS can easily transmit their data to HUD’s Housing Counseling System (HCS) using XML format, without any manual entry or conversion.
CMA is designed to help housing counselors deliver high-quality and efficient services to their clients. With Client Support Software, you can:
Manage client intake, assessment, action plan, follow-up, and outcome tracking
Generate customized reports for internal and external use
Automate reminders, notifications, and referrals
Integrate with third-party applications such as credit reports, messaging services, and online education platforms
Access it from any device with an internet connection
Client Support Software’s CMS is also affordable and flexible. You can choose from different pricing plans based on your agency size and needs. You can also customize the CMS to fit your agency’s workflow and preferences.
If you are interested in learning more about how our CMS can help your Housing Agency, please schedule a demo by clicking on the Schedule a Demo button on our website.
We look forward to helping you achieve your housing counseling goals with Client Support Software!
We are excited to announce a new feature enhancement for the CMA: Campaign Phone Tagging. This feature allows you to specify a phone number for each campaign you create in the CMA. A campaign tracks the source of Leads.
If you set a campaign phone, when a CallLog record is imported, the CMA will look up the most recent campaign whose phone matches the CallLog DID (Direct Inward Dialing). When the CallLog is linked with a Client, if the Client Campaign is empty, the Client’s campaign is updated.
This feature will help you track and measure the performance of your campaigns more easily and accurately. You will be able to see which campaigns are generating more calls, leads, sales, or revenue. You will also be able to segment your clients by campaign and tailor your communication accordingly.
To use this feature, you need to create a new campaign or edit an existing one in the CMA. You will see a new field called Campaign Phone where you can enter a valid phone number that you own or have access to. You can also use a 10-digit long code phone number (10DLC).
The CallLog Detail report and the Campaign report have been updated to display new columns related to this feature. You can now see the Campaign Phone, CallLog DID, and Client Campaign fields in these reports.
We hope you enjoy this new feature enhancement and find it useful for your business goals. If you have any questions or feedback, please contact us.
There is a new Setting key: NSF_FEE_STATE_FIELD which allows specifying which field is used to determine NSF fees that are applied when importing an ACH Failure file. Either clientAddressOrigState (the contract state) or clientAddressState (the client’s current state) can be specified.
There is a new Company field that allows selection of the Default Bank Algorithm to use when determining which Bank payments should be linked with.
Default Bank Algorithm
The State Default Banks rule is ONLY applied if both the clientAddressOrigState and clientAddressState match. (If the Contract state matches the Client’s current address)
Apply rules based on clientAddressOrigState (the Contract Address State)
Apply rules based on clientAddressState (the Client’s current Address State)
Based on feedback, several small changes have been made to improve the Accounting experience. Many of the smaller changes are listed within the CMA internal Changelog.
Notable changes include:
The Client Payment and Disbursement tabs can be exported to a CSV file.
Filters have been added to the Disbursement tab for dates and to collapse fairshare. Collapsing fairshare displays gross, fairshare, and net columns for the primary Disbursement record.
Collapsed FairShare view:
In addition, when a failed Disbursement is imported via a Check Return file or RPPS Return file and it is associated with a Cleared FairShare record, the system now automatically creates a Payment record of type Operating Account Credit in the amount of the Cleared FairShare. This allows the Client funds to be balanced and simplifies the process of dealing with this scenario.
Support to mark Cleared Payments and Disbursements as Reconciled has been added. A Reconciled transaction is no longer editable through the CMA.
There is a new Setting key: RECONCILE_ACCOUNTING_TRANSACTIONS_AFTER_N_DAY which is used to specify the number of days after which a Cleared Payment or Disbursement should be marked as Reconciled by the CMA’s daily job. To disable this job, set the value of the Setting key to 0.
Filters and columns have been added to the Payment and Disbursement reports. An R appears prior to the Status column for Payments and Disbursements when that transaction has been marked as Reconciled.
An Extranet Package is a collection Extranet Phases arranged in a specific order.It is used to provide a sequence of pages that are displayed to the Client through the Extranet.
New functionality has been added to allow simpler management of multiple Extranet Packages. Previously, Extranet Steps were defined either at the Agency or Company level. If multiple packages were desired, they would be combined into the existing extranet steps and a new start step would be selected by the User under the Client/Admin tab.
Extranet Packages simplifies this by creating system level packages similar to Document Transactions. Multiple Extranet Packages can be associated with either an Agency (so that they appear under the LMA Paperwork) or a Company so they appear in the Backend Paperwork.
When adding a new Lead, there is a new field next to the Lead Source that facilitates stating the ClientID of the Client that referred this Client. In addition, there is a new report under LMA/Client Referrals that displays all Leads that have referred and have been referred by other Clients.
The RPPS DMP File format has been updated work with the new Client Budget architecture. In addition, the Student Loan budget item is passed as a separate category. The computation of Total Debt to Income Percentage has been updated to be more accurate. Max repayment period for Hardship indicators A & C have been increased from 60 to 72 months to support Less than Full Balance indicators going live in October.