As a Director of Product Marketing, Priyanka is responsible for messaging, positioning and go-to-market strategy for Interactions Intelligent Virtual Assistant. Priyanka specializes in product and content marketing and, bringing enterprise software products to market. Before joining Interactions, Priyanka led product marketing for IT operations tools at SmartBear Software. Prior to that, she worked on cloud data storage systems as a Software Engineer at EMC Corp. Priyanka holds a Bachelors of Engineering in Electronics from Mumbai University and an MBA from Babson College.
When it comes to implementing a conversation AI solution to fuel the customer care strategy, companies are challenged with the good old ‘Buy, build or partner’ problem. The ‘why’ is almost always clear, but the ‘how’ not so much. Companies need to answer questions such as - Do we have the right AI-talent in house? If not, can we hire the right people? Do we have an AI strategy? How does a conversational AI solution fit into that? Is it related to our core competency?
As the providers of conversational customer care solutions, we sit at the cross-section of contact center executives, customer experience mavens, and the end customers. From our experience, call deflection helps improve customer experience when it follows 3 rules. Read our blog to find out what they are.
Empathy maps describe what a customer goes through as he/she is trying to complete a task, in a product or brand agnostic way. In other words, empathy maps allow you to take a step back from your product and paint a picture of a typical customer’s experience -- their needs, expectations, goal, hurdles and behavior as they try to overcome those hurdles.
Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?
We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld.
What is an ideal customer experience? For me, it is natural, frictionless and productive; regardless of the brand I’m dealing with, the time of the day, or the channel I use. Now think about the different channels you use to interact with a brand – it could be the website, the mobile application or the trusty phone call to customer service.
It is impossible to ignore chatbots if you are even remotely following the customer care industry. They seem to be everywhere. Some tech publications even called 2016 ‘the year of chatbots’ and 2017 ‘the year when chatbots will actually make customers more productive.