CPaaS (communications platform-as-a-service)
This is a cloud-based voice and messaging API
CPaaS essentially describes any cloud solution used to add real-time communication features to their applications.
Chat boxes that appear when navigating a website are an example of CPaaS.
Examples of CPaas are:
- Short message services (SMS)
- Multimedia message services (MMS)
- Social channels (WhatsApp, Facebook Messenger, and WeChat)
- Voice and VoIP.
- Video and teleconferencing.
- Rich communication services (RCS)
Examples of the future of AI in Customer care services are:
- Agent assist
- Robotic process automation
- Machine learning
- Natural language processing
- IVR automation
- Sentiment and advanced analytics
- AI training
- Smart speakers
Why is interest in this technology growing?
Businesses can add specialized APIs to their communications stack using CPaaS without having to create a brand-new backend to accommodate each integration.Leaders in customer service claim that enhancing the client experience will be their top goal over the next few years.
However, due to an increase in call volume and personnel turnover for a variety of reasons, meeting this target is becoming more challenging.
Higher call volumes are reported by 61% of customer care leaders.
And over the next 20 months, 58% of customer service leaders anticipate a further increase in volume.
However, during the past year, employee attrition has increased, according to data from around half of customer service centers.
Because of this, customer leaders are turning to technologies like ecosystems driven by AI.
By automating up to 70% of customer service duties, these technologies significantly reduce the demand for customer support personnel.
Here are twelve approaches to considering what AI can perform to assist you in using it.
This list, while not full, should give you a sense of what is now feasible and how it can be used in the future.
1. Provide customer service.
Answer client questions quickly and accurately around the clock. For instance, several banks deploy AI-powered chatbots to assist with transactions, answer client questions, and offer account information.
2. Present customized recommendations.
Use consumer behavior and preferences to offer customized product and service recommendations, similar to how Spotify and Pandora analyze your listening habits and musical choices to generate customized playlists.
3. Use more engaging customer surveys.
Involve customers in more conversational and engaging ways to gather more and more accurate customer feedback. Surveys can be sent by email, social media, or apps, and they can include quizzes, videos, or graphics to make them more engaging and personalized.
4. Streamline marketing and sales journeys.
Throughout the buying process, provide customers with prompt, individualized support by making product recommendations, making tailored offers, and sharing more pertinent content on various platforms.
5. Generate content easily.
You can easily create a variety of content, such as product descriptions, social media posts, and website copy, by generating natural language text, and you can customize each piece’s tone and style to meet your brand’s voice and your customers’ wants and needs.
6. Engage in multiple languages.
By reducing language barriers, you may make your information available in many markets and geographic locations. Real-time text translation is available for website content, social media posts, and customer care conversations.
7. Create customer segment-driven experiences.
You may improve experiences by more rapidly and precisely adjusting strategies depending on consumer behavior, preferences, and demographics by analyzing and understanding how various client segments interact with your business.
8. Get predictive insights.
You may pinpoint pain spots and anticipate people who are most likely to churn by examining customer behavior and interaction. With the help of this information, you may spot areas for development that can help with retention strategy formulation and implementation.
9. Boost customer retention.
By studying customer behaviour and engagement, you may uncover pain areas and anticipate individuals at the highest risk of churning. Using this data, you can identify possibilities for improvement to inform the design and deployment of retention initiatives.
10. Create contextual advertising.
Ads that are extremely relevant to a customer’s wants and interests can be produced with the help of AI analysis of customer data and context. Use a customer’s browsing and purchasing history, for instance, to determine their interests and preferences, taking into account factors like location, time of day, and device.
11. Provide ‘human-like’ conversations.
You can generate individualized responses to consumer enquiries using natural language and a conversational tone, whether in a customer service or sales interaction or any other type of communication. You can engage clients in more natural, personalized interactions using chatbot responses that appear to have been authored by a human.
12. Analyze customer feedback.
Examine customer feedback from a variety of listening platforms, including as surveys, reviews, and social media, to find common threads, problem areas, and areas for development. This enables you to discover and prioritize actions to enhance the customer experience and supports data-driven decisions.
I can see that generative AI will be a crucial component of the digital future when it comes to the future of the customer experience. Utilizing generative AI to its maximum capacity can help a business stand out in an increasingly cutthroat market by helping it stay one step ahead of its rivals and customers.
The rise of AI comes with some serious drawbacks you should be aware of.
Most importantly, relying solely on AI-generated content without human oversight can lead to inaccuracies, misinformation and downright bizarre interactions.