Conversational AI is the Future of CX

Every day, we text to communicate and quickly share news and questions with our family and friends. 

Why can’t contacting a brand be that simple? 

That’s the question that caused Mike Myer to create the digital CX company Quiq. As CEO, Myer has a unique view of the future of conversational AI and its power to transform customer experience.

Conversational AI allows customers to chat with human agents or bots through text on a variety of channels and quickly and conveniently get the information they need.  

One channel Quiq’s customers have seen strong success is through Facebook Messenger. Most customers are already using the platform, which makes it convenient for them to also use it to connect with brands. Through Messenger, customers and agents or bots can send images, create a menu of choices and even provide a carousel of options for quick replies. Myer says Messenger provides rich interactions that can greatly improve a customer’s experience with a brand. It’s a huge improvement over calling a contact center on the phone, which has dominated the industry for decades. 

Conversational AI can be tailored to meet the needs of nearly any type of customer and is helpful with reducing churn, increasing return on ad spend and greatly increasing efficiency. Instead of contact center agents talking to customers individually on the phone, companies can do twice the customer volume with only 25% more agents. Quiq customers have also seen a 40x return on ad spend through Facebook Messenger. In most cases, adopting conversational AI actually leads to a decrease in budget, but it requires the courage to reallocate funds away from traditional contact centers to new technology and bots.

Myer says conversational AI is still on the left side of the bell curve of adoption. But as more companies innovate with conversational AI through Messenger and texting and see the financial and service improvements, the practice will continue to grow. 

Conversational AI is growing, and this is just the beginning. Myer predicts that in three to five years, the majority of customer interactions with large brands won’t be over the phone but will instead be through texting. Brands that take the leap of faith and get on the conversational AI train now are creating the next generation of customer engagement and shaping the future of CX.

*This episode is sponsored by Quiq.

Quiq is a leading conversational AI platform that drives two-way conversations to deliver a better experience for people and brands. Quiq enables enterprises to connect and engage in two-way conversations with their customers across varied messaging channels — including Facebook Messenger — in more than 170 languages. Quiq is the future of business-to-consumer messaging; it’s the wingman every brand and CX’er needs.

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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.  Join the new Customer Experience Community here.