Now we have a third type of digital interaction. The messaging fragmentation is not an issue, the same web can be used with several browsers and the same app experience is offered for Android and iOS mobile operative systems.
What Whenwhyhow team (at Solaiemes, our previous venture, was pioneering the 1st RCS API Gateway then) envisioned in 2010 (before Whatsapp)
about texting becoming an B2C interaction model is here and is here to stay. Now the challenge is how to make this model the preferred one and the one helping more to improve the customer experience, loyalty and NPS in a myriad of verticals.
Once the AI has been successfully applied to language understanding with a myriad of very good vendors making easier for flow-designers to understand complex questions and create nice composed responses the challenge is time to extend the AI to “understanding customer mindset & behaviors”.
There are several types of software that can help to improve the conversational systems in terms of efficiency, transactionality, and some level of personalization: