How AI-Powered Chat Kickstarts Customer Relationships

How AI-Powered Chat Kickstarts Customer Relationships
Loyalty & Membership

Intelligent bots can automate outreach and build profiles of new customers, freeing up CX staff to focus on relationship building at a higher level

PSFK Labs
  • 23 april 2018

No customer wants to be spammed with calls and email blasts hawking irrelevant products and services. While the data and privacy conversation is of the utmost importance for consumer protection, in a recent PSFK survey on chat, 51% of users said they feel comfortable providing personal information to receive more relevant offerings and personalized service from a brand.

Companies can enlist intelligent bots to do the groundwork of researching and screening applicants rather than having sales teams make cold calls and waste time unsuccessfully chasing unproductive leads. These bots can automate outreach and build personality profiles about customers before passing them off to reps when the likelihood of conversion is high.

PSFK researchers looked into a number of tools that build enhanced customer profiles with AI. Conversica developed a conversational artificial intelligence platform to help companies find and secure customers more quickly. The Conversica AI Sales Assistant operates efficiently by automatically contacting, engaging, qualifying and following up with leads via natural, two-way email conversations. Leveraging marketing intelligence software and CRM tools, Conversica identifies which leads are ready to purchase and alerts a sales representative at the opportune moment.

U.S. technology startup Crystal introduced a natural language processing tool that creates unique personality profiles for individual contacts based on a lead’s digital communication history and social media accounts. As an email add-on feature, Crystal integrates with websites such as Twitter, Facebook and Linkedin, and as a Chrome extension, Crystal integrates into the user’s Gmail, providing real-time advice to personalize emails and outreach according to a contact’s personality. The tool helps users deliver a well-crafted message that is tailored to the individual in order to eradicate canned, impersonal work communication both internally and externally.

Apartment Ocean is an AI-powered real estate chatbot that builds relationships with potential clients using personalized greetings through Facebook Messenger. The chatbot serves as an information resource to engage with consumers in a conversational style with the option of having human representatives join the conversation and take over the help desk if needed. Chats with potential clients are automatically analyzed by the bot to extract essential information and allow conversions to move forward more quickly.

AI-powered chat is a valuable first touchpoint for customers that saves time for employees and allows them to focus on relationship building at a higher level. As Slack co-founder and CEO Stewart Butterfield commented in an interview, “Some of the most important software product categories that will evolve in the next couple decades are going to be driven by conversational interfaces powered by AI to further enhance people’s productivity.”

No customer wants to be spammed with calls and email blasts hawking irrelevant products and services. While the data and privacy conversation is of the utmost importance for consumer protection, in a recent PSFK survey on chat, 51% of users said they feel comfortable providing personal information to receive more relevant offerings and personalized service from a brand.

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