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The 3 Cs in Chatbots

Posted by Hey Aiah on Mar 25, 2020 12:43:03 PM

3Cs in Chatbot - Display Photo

In this digital age, people are racing towards digital transformation. This fuels them to be more competitive and adaptive. This also allows a more progressive working environment where tasks and processes are done faster and efficiently. 

Enterprises that remain on legacy solutions and are unable to adapt to a digital climate, will be left behind.

Nowadays, companies are in search to find top solutions that will cut costs and hasten business process or workflows. For customer facing channels, brands are shifting towards conversational maturity and intelligent processes to create a seamless and effective customer experience.

To make this possible, three characteristics surfaced to describe what bots should be able to do for brands:

 

Communicate-1

Chatbots offer meaningful connections with millions of users at once. Bots that can talk and converse (just like how humans do) often give audiences a breath of fresh air. They feel some relief that they can find a solution 24/7 from a particular brand. Customer experience is enhanced and improved, leaving customers satisfied and happy.

 

 

Comprehend

The fear of many is that chatbots will not be able to understand and answer complex inquiries. This is probably true, if and when the list of FAQs are not properly fed to the bots. Chatbots must be equipped with word-based rules, NLP (Natural Language Processing), context/sentiment extraction and historical analysis. Nowadays, bots are able to handle 700+ inquiries that vary from one topic to another. 

Also, chatbots should be able to hand off complex queries to authorized help desks or human agents. This enables customer service teams to handle all customer inquiries.

 

 

Collaborate

Bots may have the impression of taking a job away from a human, but the main purpose is to augment work or collaborate with humans to improve the quality of their work. The use of bots and artificial intelligence create a space for competitive learning and hone new skills for working teams. Bots help users to make the job faster. Through collaboration with other machine learning tools, bots deliver successful business results through a collaborative experience.

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Aiah creates conversational commerce solutions being used across multiple industries and use cases. Contact marketing@aiah.ai today to learn more. 

Topics: artificial intelligence, aiah, customer experience, chatbot

Frictionless Finance

Posted by Hey Aiah on Mar 9, 2020 9:00:00 AM

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The banking industry is in a better place this year and has submerged from the financial slump in 2018.

As banks are forced to adapt to modern customer lifestyles, there is a substantial shift in the banking industry today. Digital banking is shaping how banking clients manage their finances every day. 

Why is digital banking growing?

Future of banking

 

This shift will also help banks to be less dependent on their traditional channels and be accessible to more clients wherever they are.

Here are the digital predictions that will happen in the banking industry for 2020:

 

5G will greatly improve the customer experience 

Mobile banking will be made easier with faster internet service and hasten the process of transacting with customers online. This will boost the customer experience and will offer a more intelligent business process.

 

Use of enhanced data to project timing of need and purchase propensity information

Knowing the behavior of consumers in terms of purchasing is relevant to predict and understand what the consumers want to buy and need. Having the knowledge of the customer’s journey and behavior using social listening tools becomes an asset to effectively cater to the customers. 

 

Increase in competitive digital-banking-only landscape is going to cause banks to overhaul their entire business, catering to the demands of the digital era

Since the majority of the consumers are relying on digital banking, mobile banking to be specific, banks are now forced to change the landscape of their businesses and strategies to cater to the market’s needs. They make use of the platform as a payment method by bank transferring. 

 

Artificial Intelligence will drive banking processes and strategy

Banks are using automation solutions to make hassle-free transactions. Internal business processes are made to cut down on time and resources, resulting in a more effective and efficient customer experience.

 

Topics: artificial intelligence, RPA, Technology, Banking

The Customer is no longer king

Posted by Hey Aiah on Feb 22, 2020 2:40:00 PM

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The customer is no longer king.

This age old saying used to paint an image of the customer being treated as royalty – as if he waited on his throne to be served and to be revered by the royal court. But the role of the customer has fundamentally shifted.

Today, the customer sits front and center across every aspect of a business. He is directly involved and is much more proactive in shaping his own experience with a brand. He no longer waits to be told – whether in response to a complaint, an update for a new product launch or pretty much, any piece of information he needs. He now wants, or rather, expects a simpler, faster and much more satisfying customer experience.

His lifestyle, too, has transformed overnight. Living in an increasingly connected world, he no longer gets information from disparate channels (that word “multichannel” is now extinct). He now lives in an omnichannel reality and expects brands to be running along with him in a single, uninterrupted stream. Technology literacy is no longer optional. It is a life jacket that keeps brands afloat in highly competitive markets. 

How does a brand survive in the new era of the customer?

The tech titans (Amazon, Google, Uber, etc) have shaped the new customer experience and more and more brands are realizing that they need a more retail oriented approach to engage with their customers. Regardless of the industry, brands need channels that give customers what they need, when they need it – and even perhaps before they even know it.

Self service channels are now a necessity. Customers are much more self-reliant and self-sufficient these days. More than 81% of customers surveyed by Gartner in 2019 try to take care of matters themselves before reaching out to a live representative.

Brands also need to have agent-assisted self-service when customers need to speak to an agent. Whether a chat bot  on Facebook messenger speaks to them first or directly hands them off to a human agent, brands need to create an effortless customer experience.

But this is just the beginning. The customer has changed but also continues to change every day. Brands today need an urgent mandate to understand them better and, more importantly, be there for them where it counts.

Aiah is an intelligent automation platform designed to build compelling brand experiences. Let us help you transform your business using our platform.

 

 

Topics: News, artificial intelligence, automation, aiah, customer experience, chatbot