Story image

The AI difference: How chatbots gain and retain customers

17 May 2018

In an era of constant distraction, businesses are fighting harder than ever to attract and retain the attention of customers.

Customers become emotionally invested and more loyal to brands that engage with them – but not all engagement methods are created equal.

Developments in conversational artificial intelligence (CAI) hold the key to unlocking this customer interaction.

Trends in the last few years have accumulated into the perfect storm that makes CAI well- placed as an optimum vehicle for organisations to leverage the relationship they have with both existing and new customers.

Chatbots have the benefit of being available 24/7, are always on brand, generate huge cost savings in comparison to running a call centre, and produce valuable data and insights companies can use out of every interaction.

However, the biggest factors driving the adoption and effectiveness of chatbots is the behaviour of customers themselves:

  • Consumers now expect instant responses to queries in their native tongue and have much lower tolerance for slow responses.
  • Chatbots meet customers where they’re at – in messaging apps – and don’t require them to learn to navigate a whole new interface
  • Email is no longer working - Facebook Messenger experiences open rates of over 98%, compared to (rapidly dropping) email open rates of 20%

Are you a digital leader who’s looking for new ways to engage your customer base?

Have you got a conversational artificial intelligence application in mind for your organisation?

Platform9 and Intersect partner to bring unified cloud to A/NZ
“For Intersect, Platform9 represents the single most strategic solution to a set of challenges we see expanding across the board."
Gartner: AI to reduce project management workload
80% of the work performed project management teams will be taken over by AI by 2030, starting this year.
How Virtustream enabled FMC to modernise its global IT operations
As a result of transforming its IT operations, migrating mission-critical applications to the cloud and implementing a new SAP S/4HANA environment, FMC expects to realise significant cost and time savings. 
Microsoft Teams’ eight new and upcoming features
After taking Best in Show at Enterprise Connect, Microsoft Teams will be seeing eight new capabilities over 2019.
Brennan IT namedrops new clients for its MSP services
CEO Stephen Sims says enterprises have been underserviced by Tier-1 service providers for too long.
OutSystems and Boncode team up for better code analysis
The Boncode and OutSystems alliance aims to help organisations to build fast and feel comfortable that the work they're delivering is at peak quality levels.
Digital spending to hit US$1.2 trillion by 2022
A recent study by Zinnov shows that IoT spend reached US$201 billion in 2018 while outsourcing service providers generated $40 billion in revenue.
How the right ECM system empowers key business areas
"The right enterprise content management system supports collaboration and co-authoring aspects of content management, including visibility for all parties associated with key assets.”