Customers are conversing with businesses in new ways, thanks to the Internet of Things (IoT). For many consumers, virtual assistants, chatbots and messaging apps are quickly becoming their preferred methods of communication.
CNBC reports that half of consumers will own a smart speaker by the end of the year, and among the top three uses for it will be shopping and ordering items.
Every business should take notice. According to Gartner, more than half of enterprises have already invested in virtual assistant technology, and 25% of customer service centers intend to integrate virtual assistants or chatbots across channels by 2020.
IoT enables businesses to place a greater emphasis on conversation to improve customer engagement. Gartner points out that companies already benefit from using virtual assistants across channels – ranging from a 70% reduction in call, chat and/or email inquiries to a 33% savings per voice interaction.
As these AI-driven services evolve, there’s an enormous upside to use them to create a more intimate connection with customers. Some businesses already leverage location and other profile information to make personalized recommendations.
For these applications to work effectively, businesses need to put the right communications technology in place. Unified Communications provides universal access to applications and data, which removes the typical barriers to successful implementation of AI and IoT technologies.
The time is right to start experimenting with these technologies and to start studying use cases with the idea of improving your operations. The Digital Transformation experts at TCI understand how IoT and artificial intelligence enhance customer interactions.
Ready to open more doors to converse with your customers? Contact us today: (703) 321-3030 or firstname.lastname@example.org.