80% of firms plan to implement conversational customer engagement

Customers may have basic questions about a service, seek shipping and delivery updates, or need detailed pricing information. By relying on existing resources like frequently asked questions, a webpage, or a relevant blog post, conversational chatbots can quickly provide them with the answers they need to move forward. A 2-way street where businesses and consumers have one-on-one conversations, conversational customer engagement conversational messaging is more casual and friendly in nature. For instance, if someone has a question about a company’s services, they can communicate on conversational messaging platforms like WhatsApp and be spoken with instead of spoken to. Conversation AI reduces the need for a human agent for basic, monotonous tasks and helps pivot their expertise to solve sophisticated customer issues.

Conversational AI refers to chatbots or voice assistants that your customers talk to. Working on different technologies, they use large volumes of data, machine learning and natural language processing to carry out human-like interactions. Using natural language understanding (NLU), conversational AI enhances customer engagement between humans and machines. Conversational AI has machine learning and deep learning capabilities over text and voice, which helps it learn, process and transact with a contextual understanding. At a time when movement restrictions are causing customers to do more on digital platforms, there is an increasing desire for conversations that enable us to interact more naturally. Simple single-purpose bots were a good place to start but users and companies soon find themselves feeling a level of frustration and wanting to do more.

The technology that drives conversational customer engagement

Conversational AI includes chatbots and voice assistants that converse with consumers. Chatbots use multiple technologies like big data, machine learning, Natural Language Processing, and many others to mimic human interactions. Future investments are expected to focus on applications that utilize natural language processing.

Your customers have given you permission to email them but don’t abuse their inbox. Depending on the nature of your app they are there to enjoy themselves, complete a job, or save time, not to hear about what they can do to make your life easier. You wouldn’t send a message to business customers in the US on the Fourth of July, so be aware of major holidays in other parts of the world where you might have lots of customers.

How our infrastructure scales alongside our customers

The next step is to define the bare bones milestones customers must complete to begin experiencing that better life. In Slack’s case it could be inviting five teammates to the product. A powerful feature for creating personalized messages is to include custom attributes in each message, specific to each customer. For example, you could use transactional messaging to send multichannel messages triggered by specific customer actions or dates.