Indeed, there has been a drastic change in customer expectations. The current customers would expect a 24/7, immediate, and personalized type of support across various channels. Surely, the manual or agent-only interaction would fall short in meeting such needs. This is the true power of Communications Platform as a Service (CPaaS) together with Artificial Intelligence for organizations, to enable them to automate customer touchpoints scaled intelligently and efficiently.
However, Tata Communications catalyzes such evolution through its most promising AI-enabled CPaaS platform.
Automation in Customer Experience: Benefits and Importance
Some immediate responses come to mind when checking the status on an order, resetting a password, or gathering product information. It is very expensive for a business to rely solely on human agents and most of the time equals long wait times at peak hours.
Automation even brings the benefits of AI and CPaaS together. Most of all, no more will people just serve customers 24/7 through a maze of channels without compromising quality and personalization.
Always-on Conversational AI
Tata Communications not only builds the CPaaS platform but also brings in a well-built conversational AI engine. So now, companies can make intelligent virtual assistants, which will be able to do the following:
– Answer the most common Frequently Asked Question responses and service requests.
– Personalization of the interaction based on user details
– Transfer to human agents all complex issues if required.
What will the outcomes be? Quicker response, lower burden on humans for support teams, and the same customer experience day or night.
No Code AI Assistant Builder
Not every enterprise will have a group of developers solely devoted to building extremely complex bots. Tata Communications does that with a no-code AI assistant builder, so it lets business users create and customize conversational flows, automate tasks, and deploy onto platforms like WhatsApp, web chat, SMS, and many more.
Marks the new dawn of automation in marketing, sales, and support action teams without writing a single line of code.
AI Interaction Omnichannel
Nowadays, customers send messages over various media: starting from an SMS, they find their way back to WhatsApp and finish the chat through email. The whole time, the conversation stays within the context and is never broken by constant omnichannel interactivity made possible by the CPaaS of Tata Communications.
Hence, such seamlessness, coupled with AI automation, could help improve engagement and satisfaction.
Templates for Messaging Made by AI
Creating unique, consistent messages at scale might take eons. Tata Communications has added beautiful things like the GenAI WhatsApp Template Generator, which allows an organization’s very own WhatsApp agent to generate a rich brand, highly relevant ‘at scale’ message templates along specific tones and relevancies at the moment.
Closure Insights
Artificial Intelligence has brought a lot of features like CPaaS and customer engagement into the picture, all businesses automatically transacting with the speed of lightning while remitting the cost of operations and easily and rapidly scaling up with a human touch whenever necessary.
In the first digital world, automation is no longer a game changer for customer-expectation drivers, but it is obligatory.
