Empowering Digital Intelligence: Rise of the Digital Dialog BOTs

A new era in communications

With the rise of hand-held communication devices, digital interactions have grown from response-delayed email to realtime communications through SMS and messaging platforms/apps.

Email is no longer the best options for communication with clients. With two-way real-time communications, a new level of interaction can be achieved, creating a dialog with customers meeting and reacting to their needs immediately.

With the right digital communications platform, interactions with clients can send appointment reminders and receive confirmations, schedule appointments, solve customer problems, follow-up on problem resolution and conduct client satisfaction surveys.

Intelligent Automated Dialog BOTs

The key to this digital revolution is the development of Intelligent Digital Communications platforms. Many digital communications platforms exist: WhatApp, SMS, Facebook Messenger, etc. What makes intelligent Digital Communications truly unique is connecting these communication channels to Artificial Intelligence (AI) systems. With connections between communication and artificial intelligence, there are no limits on the level of interaction with clients.

Artificial Intelligence systems can connect with other systems like Customer databases, Billing systems, calendars and trouble ticketing systems. Through the use of BOTs, AI systems can communicate and automate activities that normally required human intervention. The convergence of these technologies creates a unique opportunity to connect with customer more frequently and in a more meaningful way. These interactions include:

Appointment reminders:

Don’t just send an email or one-way SMS to your client reminding them of their appointment. Two-way communication can be used to confirm the appointment, and if necessary, reschedule the appointment. All done without a single call to or from the office.

Schedule Appointments:

BOTs can now connect your customers to your appointment system. Through text messages or other communication channels, customers can dialog with our scheduling BOTs and schedule their own appoints. Whether reserving a table or scheduling an appointment for car service, our automations can make reservations without visiting a web site or calling on the phone.

Solving Customer Problems:
Help your customers solve their problems through our Artificial Intelligence problem resolution. Our BOTs will dialog with your customers to determine the problem and propose solutions. On many communication channels we can offer videos or instructions to help them correct issues on their own. To ensure problems are tracked thoroughly, our BOTs will even open a trouble ticket in your ticket management system so problem identification and trending can be tracked.

Problem Follow-up:With a trouble ticket created by our BOT, we can confirm with the customer that their issue is resolved before closing the ticket. If the issue isn’t resolved our BOT can reassess the issue or transfer to a chat agent for person-to-person problem resolution.

Customer Survey:
With the issue resolved, our BOT can survey the client’slevel of satisfaction. If the client is not satisfied, we can transfer the dialog to a person-to-person chat to see what is needed to improve their satisfaction. Regular survey results are captured and reported to the Client Satisfaction team.

New levels of customer interaction and satisfaction:
The convergence of digital communications and Artificial Intelligence creates a unique opportunity for business to connect on a much deeper and continuous basis than is possible with normal voice and human communication. Intelligent BOTs properly implemented give new levels of access to your new and existing customers.

Reach new levels of intelligent communications with your customerstoday by contacting StraViso, your partner in empowering digital intelligence