Today, chatbots and AI can deliver a huge amount of value for companies. In fact, a Gartner report states that these tools provide deeper customer loyalty, higher sales, and increased customer support efficiency.
Nevertheless, the report also notes that chatbots will not live up to consumer expectations unless they deliver clear value. In order to ensure user engagement, technology product managers must therefore take a "task-based approach."
The state of chatbots and AI
Chatbots and AI virtual assistants are shifting how humans interact with technology to deliver automation across a number of tasks. Indeed, chatbots that deliver value to the user can "unlock permissions and build trust to permit greater automation and personalisation."
Natural-language technologies and AI chatbots are now developing at a rapid pace. In fact, many chatbot platforms are now using hybrid approaches (semantic/machine learning) in order to achieve richer experiences.
According to the report, emerging markets are also demonstrating a greater willingness to share their data. Moreover, they will reportedly "accelerate their speed of automation of different tasks much more quickly over the next five years."
Securing customer trust
As the report observes, securing the trust of customers is absolutely vital when implementing chatbots and AI. Indeed, LivePerson's AI-powered conversational commerce solutions work across the entire customer journey to do just that.
LivePerson makes it easy for consumers to ask questions, buy products and services, and receive support. In fact, the company can build conversational interfaces and automation for a wide variety of use cases.
LivePerson also allows brands to connect to customers where they already interact with friends and family. AI is used to orchestrate conversations in channels including SMS, Facebook Messenger, Apple Business Chat, WhatsApp, in-home AI voice assistants, and more.
Finally, LivePerson can integrate with enterprise billing, CRM, product and other back-end systems. As a result, this provides a personalised experience through leveraging a wealth of data in a secure manner.
What are the latest methodologies in Unified Communications? Check out Episode 14 of Tech Chat, in which Max takes a trip to the UC Expo 2019
