How communications platforms enable companies to deliver right-time experiences
Never in history have we had more access to affordable technology to change the way we live, work, and play. Yet despite this abundance of technology, many of an individual's experiences remain generic and unsatisfactory. Employees struggle to deliver meaningful customer experiences because they lack access to the right information, and even accurate data isn’t readily available in real-time.
Market leaders are changing this by building what Lopez Research defines as “Right-Time Experiences.” RTEs are enhanced business processes or services that deliver the right information or service experience, at the precise moment of need, to an individual's device of choice.
But RTEs aren't just for business to consumer engagement. Industry leaders are improving their business outcomes by creating new workflows for its employees and business partners. While there could be many types of RTEs, the three main categories include improving communications, care, and commerce. Enhanced communications experiences provide the foundation …
How businesses can earn consumers' trust with conversational AI
With the proliferation of messaging platforms and digital voice assistants has come the rise of conversational AI—better known as bots.
These chatbots, virtual assistants, smart speakers, and communication platforms are powered by machine learning and can be used to build trust between brands and consumers. In fact, by the end of 2020, 25 percent of customer support operations will integrate virtual customer assistants (VCA) or chatbot technology across engagement channels –– up from less than two percent in 2017.
The use of virtual and voice assistants continues to rise, with Google’s Assistant deployed across one billion devices, and Amazon reporting sales of 100 million Alexa-enabled devices in 2019. The use of smart speakers, like Amazon’s Alexa and Google Home, is expected to reach 225 million units in 2020.
Apple’s Siri set the stage for widespread consumer adoption since debuting in 2011. Built on artificial intelligence (AI), voice assistants use …