Improving Efficiency with AI-Powered Phone and Address Identification

The AI-powered phone and address recognition feature identifies phone numbers and addresses in messages from your connected social channels. It eliminates the need to  manually copy and paste information in threads and improves the efficiency of creating orders for customers. This guide explains how to use AI phone and address recognition on the SHOPLINE web-version admin panel.

Rules for AI-powered Phone and Address Identification

Phone Number Identification

• Supported Regions: Mainland China, Hong Kong, Taiwan, Vietnam, Thailand, Singapore, Malaysia
• Identification Rules:
  • The AI will identify phone numbers only if the store location matches the country or region of the number. For example, if your store’s location is set to Mainland China in Settings > Location, the AI will only identify Mainland China phone numbers and ignore numbers from other regions.
  • The AI will only display the most recent phone number, even If the customer provided multiple phone numbers.

Address Identification

• Supported Regions: Hong Kong, Taiwan, Vietnam, Thailand, Malaysia
• Recognition Rules:
  • The AI will identify addresses only if the store's location and language match those of the detected address. For example, if your store location is set to Thailand in Settings > Location, the AI will identify only addresses written in Thai and ignore addresses in other languages or regions.
  • The AI will display the three most recent addresses, even If the customer provided multiple addresses.

Identifying Phone Numbers in Conversations

When a customer shares a phone number, the AI will display a phone icon next to the conversation thread if the number is identified. Clicking the icon will display a prompt which provides two options:

• View the chat history: Click the Search button to find out conversations containing this phone number.
• Copy the phone number: Click the copy number directly hyperlink  to copy the most recent phone number. This is especially helpful for easy entry into customer profiles.

Using AI Identification in the Customer Profile Module

In the Profile module, the AI-powered identification feature is available only for the Shipping Address section. The other sections are not supported.

Adding a Shipping Address or Phone Number

1. Open the Message Center dashboard.
2. Go to Profile > Shipping Address and click Add.
3. A dropdown menu appears at the top that includes the three AI-identified addresses. Selecting one to auto-populate the address fields. 
4. The AI-identified phone number is displayed under the Phone field. Click it to auto populate the field.
   
5. Click Complete to save the shipping address.

Editing an Address or Phone Number

In the Shipping Address section, hover over the needed address and click the pencil icon next to it. The system will load the latest AI-identified phone number and addresses. Click the relevant information to replace the previous details.

Using AI Identification in the Order Module

The AI-powered identification also works in the Order module, making order creation even more easier. At the moment, this feature supports only for the Shipping Address section.

It works exactly the same way as when creating or editing customer profiles. Go to the Order module and follow the same steps aforementioned to add or edit a shipping address  for an order.