Singapore – Cloud communications firm Vonage has recently introduced its latest conversational commerce solution powered by artificial intelligence, with the goal of empowering businesses with the necessary tools to create real-time and personalised connections with customers across platforms.
For this initiative, the company has added enhancements to their conversational commerce solution using Jumper.ai, which encompasses features such as a marketing template content generator, live chat assistance, and intuitive knowledge base inquiries.
These updates further aim to deliver more meaningful customer data as well as streamline operations through automation.
The AI-powered assistance in live chat interactions, for instance, is set to assist agents to tailor their responses and provide better customer service in real-time setup. This boosts agent productivity and communication effectiveness by improving and speeding up live chat responses to customers.
Simultaneously, it also allows agents to refine their tone and responses, ensuring precise communication.
Along with this offering is a content generator specifically designed for creating WhatsApp-based marketing templates. This empowers brands to accelerate and streamline the production of diverse marketing content, enabling multiple campaigns and ensuring messages resonate with individual customers, reducing the workload on marketing teams.
Meanwhile, the knowledge-based feature provides AI-generated answers, reducing the need for human intervention. The said AI bot can interpret user queries, search through knowledge base documents, and respond directly to users.
By using uploaded documents as the knowledge base to streamline customer support, this feature also eliminates the need for generic, impersonal responses, ensuring a more personalised experience for customers.
Speaking about the launch, Savinay Berry, EVP product and engineering at Vonage, said, “We are seeing a significant increase in demand for integrated AI capabilities that can easily be expanded across platforms as businesses recognise the efficiency and customisation possibilities that generative AI offers. By integrating state-of-the-art generative AI capabilities with our Conversational Commerce solution, we are empowering users to generate creative content, automate tasks, and improve the overall user experience.”
Additionally, the company has also added a referral marketing feature to this new offering, driving businesses to reach their target customers and sales. Through this, users are able to initiate WhatsApp referral campaigns directly from the dashboard, allowing for the acquisition of new customers without incurring additional marketing overhead costs.
