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How AI and messaging are redefining customer service

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Robert Tuohy
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Both have made significant leaps in progress, and together will make a very exciting year ahead for businesses.This year, Google announced Click-to-Message; Amazon released the Lex bot building toolkit; and mobile messaging platforms like Facebook Messenger and WhatsApp surpassed 1 billion monthly active users.To keep up with the massive growth of these messaging channels companies are scrambling to develop both an AI strategy and a messaging strategy.

However, 2017 will show that both strategies are extremely intertwined.

Customer service is the first industry already seeing the massive benefits of this combination.Just consider this:Along the way, this perfect storm of messaging and AI will find many businesses unprepared, asking the following questions:Customer will switch to messaging as their preferred communication channel because it s easy and convenient.

Why would they go searching for a phone number to call or an email address if they can just send a message directly from a friends list or an ad?

This migration of behavior has been validated by the growth in private messages sent via Facebook Messenger, Twitter Direct Messages, and SMS.Companies like Uber made a concerted investment in providing service on Messenger.

Customers are able to resolve their service issues without dialing a phone number or having to search for an email support address in a way that is both familiar and easy.

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Robert Tuohy
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