Generative AI, Revamped Reporting, & Sales Efficiency: What’s New This Quarter at Drift

By Noah Kortkamp

It’s been another busy quarter here at Drift ⚡️

As always, we’ve been working hard to make it easier for you to have more meaningful conversations with your customers and prospects.

This quarter, we are thrilled to reveal more releases that take our reporting and AI to the next level, all with the goal of improving your go-to-market team’s productivity. If you’re looking to increase revenue with fewer resources, you’re in the right place.

Read on to review our top new features this quarter 👇

Live Chat x GPT: Efficiency at Its Best

We are only a few months into the generative AI craze and ChatGPT still dominates watercooler talk worldwide.

As a leader and innovator in Conversational AI, we too are working to enhance our existing AI capabilities — and Drift’s overall platform — with generative AI to create more value for our customers. Already, since March, we’ve introduced two exciting features that use GPT technology.

First, we launched AI suggested replies in live chat. With this feature, sales reps can immediately answer complex customer questions without having to leave the live chat conversation to find the information they need.

Our AI suggests a reply for the sales rep based on your website content,  marketing materials, and the context of the specific conversation. Reps can customize the suggested reply before sending it or, if it doesn’t meet their needs, dismiss it to generate a new suggested response.

AI Suggested Replies in Live Chat

Click to learn more about AI suggested replies.

Create and Maintain Playbooks with Ease

There are only so many hours in the day — and, for marketers, there is always more work to be done. At Drift, we’re always looking for ways to simplify your day-to-day work. That’s why we’re continuing to make it easier for admins to create playbooks and scale Conversational AI.

Our second GPT feature, AI Topic Example Generation, allows you to create uber-strong topic examples right out of the box. This decreases the amount of time and effort required to go live with AI and makes your chatbot even smarter so it can accurately answer any questions your site visitors throw at it. No more waiting for site visitors to bring up a new topic in chat or having to think of example utterances yourself to train your AI model.

We’ve also introduced Dropdowns in Playbooks so website visitors can choose a response from a list of pre-defined options instead of the traditional button responses. This allows marketers to create playbooks faster and gain more accurate visitor data by removing the need for open-text responses. Example uses include choosing a country or US state.

Dropdowns in Playbooks

Click to learn more about AI Topic Example Generation and Dropdowns in Playbooks.

Make More Data-Informed Decisions with Better Reporting

We understand how important it is to have a comprehensive view of your data to make informed decisions. That’s why we’re putting more data at your fingertips through changes to our dashboards and reports so you can gain a better understanding of everything Drift is doing for your business.

Our new RealTime Dashboard Drill-Down and Export functionality provides increased visibility into individual rep availability under “Team Status” so you can quickly understand who is currently offline or online. Sales managers can also easily export the data for multiple fields, rather than doing a manual copy/paste.

In addition, the new Routed Chats Report provides valuable insights into chat routing performance, like whether a routed chat received a response or hit an automatic fallback. You can use this data to optimize your workflow, improve your team’s response times, and enhance your customers’ experience.

Routing Report

Lastly, Self-Service Audit Logs make it easier for system administrators to access audit logs to identify when changes were made to the widget and by whom. This is a simple and fast way to understand what changes were made and can be helpful when troubleshooting issues.

Click to learn more about Drift’s reporting capabilities.

Unlock Sales Productivity with Smarter Insights

Now more than ever, sales reps need to be making the most of their time in their outbound prospecting. This means engaging your top accounts when you’re top-of-mind for them and tailoring your outreach to the specific needs and pain points of each prospect.

That’s why we’ve made meaningful updates to multiple sales rep workflows that will save reps time and make them more effective in their outreach efforts.

To start, sales reps can now filter their Prospector dashboard by territory, industry, and company size to view their most relevant accounts. Additionally, sales reps now have access to visualizations that show whether an account has engaged, allowing them to easily identify the right accounts to contact.

Drift Prospector Dashboard

We’ve also added key 6sense attributes in both live view and live chat. So, if you have a 6sense license, you will be able to pull in key 6sense attributes to serve as context before chatting in.

Finally, the new Drift iFrame in Salesforce allows you to put all your critical engagement data from Drift directly into Salesforce. Now, it’s even easier for you to see how your accounts are engaging with you, which means more personalized outreach, more meetings, and improved customer satisfaction.

Click to learn more about Drift Prospector and Salesforce iFrame.

Drift x Microsoft Dynamics Integration: Enhanced for Greater Efficiency

With more than 50 integrations and an open developer API, Drift ensures a seamless experience across your entire tech stack. Since adding Microsoft Dynamics to our list of integrations last quarter, we’ve listened to your feedback — and that’s why we’ve made it even easier to engage site visitors with ABM/Account Sync and Live Chat Notifications.

Now, customers using Microsoft Dynamics can take full advantage of Drift’s ABM functionality. By using ABM owner routing, ABM welcome messages, and ABM alerts, sales reps can ensure they’re reaching customers and prospects at the point of highest intent.

Similarly, through Live Chat Notifications, sales reps who use Microsoft Teams will receive real-time notifications when a customer or prospect is ready to chat on your website.

Click to learn more about our Microsoft Dynamics integration.

We at Drift love helping you make your lives easier. So, we hope you enjoy all these new ways to deliver smarter, more personalized experiences to your customers. And be on the lookout for more updates — we’ve got a lot more coming your way ⚡️

Want to dive deeper into AI? Check out our latest ebook, The Drift Conversational AI Starter Guide.

Download the Drift Conversational AI Starter Guide.