Quiq has announced the launch of conversational AI solutions across Instagram and WhatsApp.
As a result, brands may deploy virtual agents across the channels, offering customers quick answers to numerous queries.
However, these bots not only empower the reactive function of customer service but also enable proactive customer engagement. Such engagement takes outbound strategies to the next level.
Indeed, these capabilities pave the way for innovative customer journeys. Alluding to this, Mike Myer, CEO and co-founder of Quiq, says:
Many consumer brands have already modernized their customer interactions with Quiq’s Conversational Platform, but the popularity of Instagram and WhatsApp open up a whole set of possibilities for our clients. I can’t wait to see what conversational journeys they build!
Traditionally, conversational AI has proven limited in handling only simple, transactional customer queries. Yet, the technology is evolving.
Quiq’s AI solution processes complex customer enquiries, identifies intent, and escalates them to a human rep. In doing so, it channels the contact reason through to the agent, streamlining the initial stages of the resultant conversation.
Switching from inbound to outbound, companies can also harness the conversational AI platform to support conversational commerce journeys.
Consider a travel company, for example. Through Quip’s conversational AI, they can promote a trip through an Instagram Story with the call to action that leads to a virtual agent interaction. The bot may then help narrow down trip preferences before passing over to a human agent who confirms the booking and collects payment.
Through developing similar journeys, brands can evolve outbound strategies, enhance customer journeys, and increase contact centre efficiency.
