LONDON, UK – Conversational AI allows you to reignite the customer experience with increased engagement, personalised customer service and improved customer satisfaction. Your customers can simply ask for what they want as if they were talking to a live assistant--and receive the right response, every time. Providing 24/7 customer support simply on your own terms is no longer enough. Your customers want an experience that's fast and convenient. They want to message you a question while waiting in line for coffee or use their voice to make an online purchase while driving to work.
The proposed merger of two supermarket giants, Asda and Sainsbury's, has been hailed as one of the new "forces of UK retail". But in a rush to point out that the combined chain would have nearly a third of the UK supermarket sector, one key factor has been ignored: Amazon. Amazon recently launched its online grocery delivery service. Known for its speed, convenience and ease of use, we expect many shoppers to flock to the ecommerce behemoth as commonplace for their weekly shop in the near future. And who knows, maybe it won't be long before Facebook and Google move into the supermarket space.
AI-driven personalised marketing holds the key to winning and retaining consumers in the digital age. The formula to acquire customers in today's hyper-connected online and offline communication ecosystem, can be summarised through the following phrase: "right audience, right channel, right time." Moreover, this phrase even encapsulates what personalised marketing is all about. Simply put, it is the art of creating and delivering communication tailored according to each individual consumer's preferences. Fundamentally, personalised marketing is the process of communicating the different value of the same product or service to various consumer segments, be it students, working professionals, millennials, middle-aged consumers, digital or offline consumers, etc.
The new "expectation economy" is consumer-led and data driven. Customers these days demand as much of a personalised service from digital suppliers as they used to from the corner shop. But they also now expect to be able to control it. Companies not offering personalised digital experiences are missing out, but those adopting too much of a Big Brother pose risk alienating consumers. It's a fine line and one that businesses are treading carefully.
While we may not always be aware of it, artificial intelligence (AI) is deeply engrained in our everyday lives. From Apple's Siri to Amazon's Alexa, and from Netflix recommendations to Google search predictions, AI is everywhere. But this is just the beginning. AI and its role in our lives will continue to grow, profoundly changing the human experience. The need to manage a personalised, contextual and intuitive engagement journey is greater than ever.