Contact Center Solutions Featured Article

AI, Automation, Chatbots & Personalization

November 13, 2018

It’s easy for messages to get drowned out by all the noise directed at consumers. And even if you can grab their attention, it can be challenging to deliver the right content and support to customers and prospects when they need.

But by employing chatbots and personalization, businesses have a better chance of doing both of the above.

Customer service, marketing, and sales solutions now make it possible for organizations to collect and analyze customer data from various information sources, use that analysis to segment and predict behavior about customers, and create and deliver messages that are most likely to appeal to customers and prospects based on their segment or point in the customer lifecycle. And artificial intelligence and automation mean businesses can use chatbots and other non-human means through which to decide on and deliver that content or service.

Companies such as Aspect Software provide technology to help businesses create customer support chatbots that deliver the kind of experiences their businesses want to deliver. “As the availability of chatbots and consumer comfort with them has grown, our customers are finding new and unique ways to integrate a chatbot into their customer support operations,” said Aspect Software’s Director of Product Management Andreas Vomer. “We’ve designed CXP 18 with the developer in mind. We want it to be easy for our customers to design, implement, and deploy both basic and quite complex digital assistants.”

The Future of Work Expo Jan. 30 through Feb. 1 in Fort Lauderdale will look at how business can benefit from using AI and automation to improve customer service, marketing, and sales. Here is a sample of the event sessions and speakers addressing this subject:

• At 1 p.m. Jan. 30 Verint’s Jen Snell will give a presentation titled “The Human Future of Machine Intelligence.” It will discuss how virtual assistants need human input at various junctures of the learning process.

• At 1 p.m. Jan. 31, a panel led by analyst Jon Arnold will offer tips on “How to Drive Contact Center Improvement with AI.” That panel features Chris Bauserman of NICE inContact, Jonnie Enriquez of TeamSupport, Scott Horn of [24], and Scott Kolman of Five9.

• At 2:30 p.m. Jan. 31 Denyse Drummond-Dunn of C3Centricity will talk about “AI & Next-Level Digital Marketing.”

Edited by Maurice Nagle