RTEs differ from many of today's experiences by delivering interactions that are contextual, adaptive, and connected across a company's data sources. The best RTEs use AI technology like natural language processing (NLU) and neural networks to provide predictive experiences, based on machine learning.
Many of a company's existing applications lack embedded communications. But it's not enough to add notifications, SMS, and calling into your applications and services. The best communication experiences will use more than one source of contextual information, such as location, time, sensor information, and data, to create personalized communications experiences.
Communications RTEs combine data from previous transactions with current contextual data points to understand what a user is doing and what would be useful. These communications experiences are persistent and consistent across physical and digital channels, allowing the organization to engage with people in their channel of choice. Persistence means the communication RTE will have knowledge of prior and current interactions, and that this data will seamlessly follow the user as they move between various communications channels.
Right-time experiences blend human and digital interactions, enabling 24/7 global engagement that leverages both humans and bots. RTEs benefit from real-time data, but a dialogue can also happen over a protracted period, based on a person's desired engagement channels.
For example, a customer on a smartphone might ask a bank's chatbot to explain a certain fee in the evening but request a callback at a specific time in the morning to discuss removing an erroneous charge. When the agent calls back in the morning, the context of the previous communications would be available to the agent. The bank may even choose to resolve the issue by removing the fee and sending a notification that a callback is unnecessary.
Contextual communications also apply to connected devices communicating with both people and systems. For example, if the humidity rises above a certain level in the paint section of an automotive manufacturing line, the environmental control software could contact the plant manager with a critical alert and automatically log a service request with the maintenance company.