Today CM.com has introduced a major release for its Conversational AI Cloud and Mobile Service Cloud. In our Conversational AI Cloud, we introduced generative AI for generating conversational content and completely overhauled the way we do intent classification, further improving Conversational AI Cloud’s multi-engine NLU. Meanwhile, our teams have been working hard to introduce conversation summaries in CM.com’s Mobile Service Cloud.
The process of refunding or replacing a product is an inherently sensitive situation that can quickly become a source of tension or frustration for customers and businesses alike. Let's face it, when we as consumers are looking for a refund or replacement of a product that we’re unsatisfied with, the idea of having to scroll through lengthy pages of information that may or may not be relevant to what we need to know doesn't exactly fill us with joy; nor does the idea of spending extended lengths of time on hold with customer service.
WhatsApp newsletters are messages that can be sent from a brand's WhatsApp business account to a specific audience of customers with information that's relevant to them. You can send people special offers, exclusive discounts, and new product announcements. You can also personalise these offers based on special events like holidays and birthdays, or annual promotions like Black Friday and Cyber Monday.
Retail chatbots will be familiar to many and are particularly useful in fast-paced, information-dependent industries. Getting the information to customers quickly while they’re poised to convert is hugely important but challenging without automation.
With the advent of ChatGPT, it feels like we’re venturing into a whole new world. Everyone can ask questions and give commands to what is perceived as an “omniscient” chatbot. Within a single week, ChatGPT acquired 1 million active users. Big Tech got shaken up with Google introducing their LaMDA-based “Bard” and Bing Search incorporating GPT-4 with Bing Chat. There seems to be no limit to the enthusiasm. But what is ChatGPT? What does it mean for businesses? We discussed this with Arman van Lieshout, Product Manager at CM.com, for our Conversational AI solution.
The automotive industry hasn’t necessarily been at the cutting edge of customer experience. With customer expectations rising rapidly in the retail space and brands expected to follow, why is it that automotive brands have been slow to follow suit?
Customer feedback is a vital part of any business and provides an essential point of contact between the buyer and the seller. However, obtaining good quality feedback can have its obstacles. Giving and collecting information in traditional customer surveys can often take time and effort for consumers and businesses.
It’s an accepted truth that converting new customers costs approximately five times as much as retaining existing ones. It’s little wonder, then, that customer experience has become a major focus for companies around the globe.
The travel industry has endured a challenging few years through the COVID pandemic and, most recently, during the well-documented travel chaos of summer 2022. Post-pandemic, the industry has struggled to right itself, with the summer’s turmoil starkly illustrating the issues facing the industry after significant recent disruption.
Every retail and eCommerce player knows personalisation is essential. It’s how you build customer trust, make your messaging meaningful, and keep shoppers coming back. But fewer realise how deep and broad true personalisation goes.
RCS, or Rich Communication Services, is the latest evolution in text messaging, and it's well on its way to becoming the world's biggest messaging channel. There’s never been a better time to explore what RCS can do for your business.
Keeping your promises to customers is important. We look at how automation can impact the entire customer journey for housing associations and their customers.
Boasting an engagement rate of over 70%, the WhatsApp Business Platform has proven itself as an exceptionally valuable channel for building customer relationships. But how do you use this popular channel to your advantage and grow your audience and business? In this article, we will share everything we know about building better customer relationships on WhatsApp.
The leisure industry is undergoing a tremendous shift in how service providers – be it sports stadiums, venues, or events organisers - communicate with their visitors, especially regarding customer service and guest interaction.
There’s a push and pull in a business where we are acutely aware of the need for individual, personalised team and customer communication. Still, we don’t always have the time or capacity to manage it. To this end, many opt to implement a robust internal knowledge base with an integrated chatbot functionality.
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