Using AI for Communications

Communication with the customers has always been one of the key functionalities of TurnKey Lender. This includes the ability to add customized email and SMS templates and other capabilities of the contact tab.

Another way to generate an email to the customer includes the use of AI (ChatGPT) capabilities. The feature has to be turned on in the configuration, and the list of available message types depends on the specific account settings.

Initiate AI Message Creation

Go to Contacts → Send Email

In the “Compose email” window, select the “Compose with ChatGPT” option

Select the message type.

View and Improve the Message

The initial message will be generated immediately. It will dynamically use information about the specific loan and customer (see “Data points used”).

However, the unique beauty of AI is its ability to improve the initial suggestions subject to your needs. Redefine any of the settings described in the following subsections, and click the “Compose an email” button.

Change the Tone and Adjust the Detalisation

The functionality supports the different tones of the message from “Friendly” to “Final”. The tone will be automatically chosen based on the current state of the loan (Upcoming payment reminder to a customer who’s made previous payments on time will be friendly, while collection email will vary from polite to final, subject to how badly past due the loan is.)

Another general change is the decision on how detailed (how long) it should be. There are three “Detalisation” options: Concise, Normal, and Detailed. By default, all messages are generated with Normal detalisation.

Let’s compare a detailed and polite message with a stern and concise:

Make Email Urgent

To add the tint of urgency, click the “Make email urgent” flag. The text will be updated correspondingly.

Use Custom Prompt

Another great way to set the tone and style is using a Custom Prompt. In the example below we’ve left the most friendly tone and high level of detalisation, but added the following prompt “According to legal regulation 234 you are obliged to make the payment in time”. While basic settings have been followed, the message has become much more official.

Adjust the List of Data Points

TurnKey Lender merge fields are turned into the message data points and can be dynamically used in the email (this way information stored in TurnKey Lender and related to this particular loan or customer gets into the AI-generated message). You may uncheck any of the available data points.

Another convenient thing about data points is that their values are displayed by their names in the list, which makes it even easier to find them in the email.

Extras

Subject to the company’s general policies in communications with the customers some extras can be added. For example, a Collection email may be accompanied by a “Financial tip of the day”

Use the Message

Once the text is like you want it, click the “Add to e-mail editor” button.

After that, you can manage the AI-generated text as any other email message, adding attachments, leaving comments, etc.

Good to Know

You don’t have to use the latest version of the generated message. If you like any of the previous versions more, click the “Add to e-mail editor” below it.