Businessman is pressing on the virtual screen and selecting "Service".

Improving Customer Care with AI powered Chatbots

In the world of repetitive Frequently Asked Questions, one would assume that answers are readily available and easily communicated. Unfortunately this is rarely the experience we encounter. Traditional call centers, in this mobile age don’t meet the expectations of the connected individual whose preferred mode of communication is messaging.

 

Everyone has felt this pain when seeking a solution or an answer to common questions. We are seeing a major tidal change in customer support. Voice recognition technology has improved markedly and now AI and NLP (natural language processing) is becoming technically and economically feasible to all kinds of applications. Especially Customer Service and Support.

 

AI is transforming the way Customers gain their needed information. We live in a State of Connectedness. 24/7. Technology has changed consumer behaviour and expectations. Connected individuals expect accuracy, immediacy and context.

 

“How Do I…? Where Do I…? I need Help. I want to Buy. I need to Know. Tell me How. Tell me Now.

These are moments of intent. How can a Brand meet these expectations and deliver personalized products, services and communications, on demand, in context and at scale?

Through the deployment of smart branded Chatbots. Ingage.ai provides 1:1 direct dialog to customers in their moments of intent. ingage.ai meets the demands of Connected Individuals by:

  • Engaging the consumer with relevance and in virtually real time
  • Assessing and reacting to customer sentiment
  • Capturing and addressing individuals’ intent
  • Creating interactive journeys based on customer needs
  • Dynamically personalizing responses driven by analytical insights

Customer Care is rapidly adopting Natural Language Chatbots. They are trained once. They continuously learn. They never forget. Humans are costly, demanding and require training every time a new person is hired or replaced. ChatBots perform tasks consistently around the clock and improve Customer experiences while enhancing brand loyalty.

 

Chatbots are trained to answer scripted FAQs and learn to address open-ended queries through every new and saved interaction. They will replace thousands of Customer Support live agents effectively and economically. This is a certainty.

 

Chatbots scale infinitely and can handle limitless simultaneous interactions. Take Google Maps as a great AI example. It provide personalized routing solutions to every user accurately, quickly and uniquely. It handles millions of simultaneous users seamlessly and we take it for granted.

 

Improved Customer Care will result in more satisfied customers, better outcomes, enhanced loyalty and higher retention for companies that have frequent interactions with their audience. Discover how ingage.ai can dramatically improve your customer experiences and generate incremental revenues.

Artificial intelligence making possible new computer technologies and businesses

AI Powered Chatbots

Connected individuals demand more from brands and businesses they interact with. How can they meet those expectations and deliver personalized products, services and customer care on demand, in context and at scale? Influencing individual consumer decisions is the end game for marketers today. Rapid evolution in marketing technology innovations are bringing true 1:1 marketing techniques into action. CMO’s are seeing a flood of cognizant technologies, automation, machine learning, and big data driven insights. At the same time individuals expect instant answers to their I-need-help or I-want-to-know moments.

Traditional customer support approaches are failing to provide timely relevant responses that connected individuals expect today. Today’s individuals want messaging as the preferred medium for brands and businesses to communicate with them. Traditional advertising and social media spends based on one to many channels are failing to deliver conversion. These models are losing their impact and effectiveness especially on millennials. Awareness and impressions, though still funded richly, are giving way to conversations and personalization. We are quietly becoming comfortable with machine to human engagement and this pattern is weaving its way into our daily routines.

Artificial Intelligence (AI) supported by natural language processing (NLP) is driving multiple solutions for consumer engagement and path-to-purchase. Platforms for conversations, direct marketing, intelligent agents and actionable analytics are creating new dynamic channel marketing opportunities.

“Experts predict that the next 10 years will generate an order of magnitude more change than we have seen in the last 10 years. To survive these changes, marketers have to undergo a seismic shift in their approach from blast promotions to real-time customer experience and in-the-moment utility. Personalization will become individualization as predictive machine learning and AI advance real-time automation and make this 1:1 future possible and scalable.” Kimberly A. Whitler from Forbes

Conversational marketing and Intelligent Customer Care through Messaging and Voice activated smart Chatbots are one of the promising new marketing technologies. There are many misconceptions about Bots and what they are capable of. It must be recognized that AI is a misnomer. Machines only learn through the programming & training that humans build into the machine learning. They gain understanding through training and contextual depth over time and numerous interactions.

AI systems can be trained for human dialog and provide a viable model for customer interaction during their moments of intent during shopping or customer support journeys. Conversations can be directed through designed dialogs where a brand or marketer leads the customer through a series of questions to determine product and/or services interest or customer care issues. This AI driven dialog can help an individual with customer support issues or the directed dialog can qualify and inform shoppers regarding deals, availability, pricing, nearby locations and up-sell related offers.

Inventive teams are leveraging the remarkably powerful AI platforms to create intelligent customer care automation and conversational marketing solutions. These self-serve AI powered platforms use NLP to design and present dynamic dialog between the branded smart chatbot and individuals. Customer support teams can design relevant dialogs to respond to queries via intelligent automated agents. Brands and marketers can use dialogs to promote offers, products and complete merchandise catalogs to engage and convert consumers on their individual customer journeys.

Chatbots allow brands, retailers and any business to engage with the connected individual where, when and how they want, at scale. This disruptive technology can move an enterprise’s interaction with prospects and customers from a static pushed monolog to a dynamic personalized dialog. The Chatbot solution brings the power of conversational marketing and intelligent agents to every digital engagement channel including messenger platforms, email, social media, web campaigns and emerging voice devices like Amazon Echo. Start the journey now.

Artificial intelligence making possible new computer technologies and businesses

Artificial intelligence making possible new computer technologies and businesses

Chatbot concept. social media mesh and futuristic design on man using smart phone and small robot with message on its screen.

Bots Deliver Conversational Dialogue not Monologue

Brands are entering a new era of personalized customer interaction. It is the evolution from static pushed monologues (emails, SMS, social advertising, banners, Youtube) to real time interactive dialogues with individual consumers. The recent opening of incredibly powerful AI driven natural language engines are giving rise to intelligent agents called Chatbots.

Companies, including ingage.ai., are designing and deploying advanced conversational Chatbots that support AI powered smart customer care as well as conversational commerce to engage shoppers in their moments of intent.

A recent Forrester report notes: “Now [brands] need to go further, first by delivering the right experience to the right user at the right time and on the right device and next by delivering relevant, tailored experiences that meet individual user needs by combining historical, behavioral, and profile data with real-time situational feedback.”

Chatbots can be deployed through many channels: Messenger platforms, email, websites, SMS, and social media channels. When activated, they can provide information, offers, ask questions and respond to FAQs with natural language conversation.

Chat bot and future marketing concept , Man hand holding mobile phone with automatic chatbot message screen. Chatbot and binary gear icon with blur blue binary coded abstract background

Chatbots Conversation

The challenge all marketers face is to predict what people want before they know they want it. Extensive market studies are done to analyze individual consumer behaviors & merchandisers spend their lives perfecting the art of reading the tea leaves when choosing styles and leading trends in fashion, products and technologies. With the long tail needed for the retail merchandising process, guesswork and experience lead retailers to select products months before they ever reach the shelves.

communications concept: girl using a digital generated phone with chat on the screen. All screen graphics are made up.

Messaging is the medium

There is a sea change in the way we communicate. There is a gap between the way marketers reach people and how we communicate today. Print has been with us hundreds of years. Mass marketing arose with the rise of catalogs and direct mail. Then electronic media – Radio and then TV. The internet created an entirely new media – email, search, banners and social media. Telephony has pushed the entire envelope with mobile communications over the past 20 years. It is under served in advertising spend while providing the best medium for engagement.