What happens if chatbots, humans, and innovations come together? Is it really possible to sync the automation and personalisation of customer communications simultaneously? The answer is simple: YES! And we know how it works. We enable our customers to edit their own conversational workflow to easily respond to their customer’s needs in each stage of the customer journey. Messaging services such as WhatsApp for Business, Apple Business Chat, and Google RCS as interfaces for customer communication are getting more important. Customers wish for quick responses and help with any problems they might have and a personalised conversation at the same time.
We enable companies to interact with customers just like they do with their friends and family. But we also go beyond that: To keep pace with customers expectations, we focus on moving the entire customer conversation into one channel. For instance, this means that consumers are able to purchase products within a messenger they are familiar with - thanks to conversational commerce.
Businesses can reduce customer service costs by up to 30% by implementing conversational solutions (IBM, 2017).
40% of consumers do not care whether a chatbot or a real human helps them, as long as they get the help they need (Hubspot, 2017).
80% of consumers are willing to pay more for better customer experience (Capgemini, 2017).
"55% of consumers are interested in interacting with a business using messaging apps to solve a problem." (Hubspot, 2017)
Mesaic is a conversational operating platform that leverages AI components to automate companies processes and simultaneously improve their customer interactions. In Messaging services, bots are used to solve "first level“ problems with automatable parts of the user journey, but messaging itself become an interface inviting humans and bots to collaborate. That means adding a personal interaction where it's needed and at the same time automated conversations at touchpoints in the customer journey where it's possible and useful. Mesaic leverages conversational channels as an application and a communication layer to consolidate business-to-customer interaction. At the same time, Mesaic empowers employees by crafting and operating internal processes.
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