Social Engagement and Sales Accelerate When Using Intent-Driven Data

While Chatbots have been around for a little while now, their presence is more noticeable thanks to Facebook and Microsoft’s recent advancements.

Initially customers complained about the robot-like experience and the limited functionality of first generation bots and rarely found them useful. The customers were skeptical about how valuable in practice chatbots actually are, which has left recent AI vendors like nmodes with the task to combat the leftover stigma from the poor customer experiences and shortcomings of these initial offerings.

Chatbots, like an IVR?

We’re all used to calling into a contact center and punching numbers into a menu to be routed to the correct agent or service to address our needs. Interactive Voice Response solutions (IVRs) drive this interaction and are basically If/then routing trees that “listen” to the digit entered and “transfer” the user to the appropriate next step. While tremendous advancements in technology have brought voice recognition capabilities, those first generation IVRs were all about automated actions based on prompts.  Enter your account number, press 1 to speak to an agent, etc…

The first generation Chatbots are just like an IVR. They can respond to prompts to progress through a predetermined process or display some canned information like pricing, a contact number, route to an agent, etc., but that was about the extent of it. Still 1^stgeneration Chatbots came with 4^thgeneration expectations. While these basic functions have tremendous value to a business, the customer expectation is very different when dealing with a phone call vs. a chat session. Consumers have experienced IVR routing for decades whereas chat is still relatively new and is perceived as a conversation with a person, rather than interacting with a machine. Add on the fact that many vendors and consumers mislabeled Chatbots as Artificial Intelligence in the beginning and the expectation of a dynamic, responsive customer experience is even greater.

So it’s no surprise that customers were less than impressed with “Artificial Intelligence” that could only display simple answers and basic information. We were expecting Hal from 2001: A Space Odyssey or KIT from Knight Rider, and we got a pixelated PONG instead.

Let’s talk…

Now, Artificial Intelligence has evolved to be integrated into Chatbots to deliver a more powerful user experience.  While these new versions of Chatbots coming out are powered by Artificial Intelligence, AI powered chat also exists independent of bots in some instances. Confusing? Yeah, I was too.

The beauty behind true Artificial Intelligence is its ability to recognize the context of a conversation and respond with relevant, contextual information dynamically. A customer can now “speak” to technology the same way they would hold a conversation and the AI has the ability to “read” the customer’s intent to provide information quickly and efficiently. No more are you limited to a set of canned responses. The AI can reach in to a wider array of relevant information to craft unique responses based on any number of criteria. While in most cases AI is still limited to a few topics per use case, the technology is growing quickly, making almost daily improvements in functionality and customer experience.

What is even cooler is that the longer the AI is deployed, the more it “learns” and improves the speed and quality of responses. So while the scope of AI interactions is limited at first, the maturity curve is quick, delivering an ever-improving customer experience without having to invest in additional people, processes, or technology. It really is like a “growing up” of technology, right before your eyes. 

With the launch of the new dashboard nmodes is helping businesses to drive traffic and grow sales.

For example, One of our clients needed to increase traffic to their website while at the same time improve the conversion rate. In other words, they wanted to see more quality traffic.

The client made a concentrated effort on social media, however they were having difficulties in finding the target audience - traditional keywords search resulted in too much noise and did not produce desired outcome.

nmodes dashboard simplified this client’s engagement process. We created a dedicated stream that accurately addressed their targeted audience.  nmodes dashboard is actionable, so their engagement became easy. nmodes technology identifies potential customers accurately, and so their engagement became efficient.

As a result, the click thru rate rose up to 65%, traffic quality improved by 25%, and conversion increased to 6-8%

Another client relied heavily on mainstream dashboards (such as Hootsuite) These tools do not do a good job finding relevant conversations, in the process producing too much noise and forcing client’s community managers to spend long hours manually identifying these relevant conversations. The client manages multiple social account and this type of manual labour was impeding the business, both in terms of costs and efficiency.

nmodes produces highly accurate results in finding relevant conversations that do not require manual clean up. The client started using nmodes solution, and immediately freed a substantial amount of hours which enabled them to consecrate on servicing their customers and acquiring new ones.