Vonage has launched a low code/no code platform – the Vonage AI Studio – for brands to build omnichannel bots faster.
The offering aims to lessen the developer load yet deliver mature conversational AI models fit with backend integrations to pull personalized information. It also paves the way for transactions to occur within the bot itself.
Further use cases include providing billing updates, scheduling appointments, and offering self-service support, amongst others.
These may cover many customer engagement channels, including voice, SMS, and messaging apps, including WhatsApp.
Moreover, Vonage notes that businesses may embed the bots they build into any application.
Thrilled to share the news, Savinay Berry, EVP of Product & Engineering at Vonage, said:
We are putting conversational building blocks right into our customers hands, powering automated messaging and speech-enabled applications that free up agents while providing their own customers with a personalized experience.
Drag and drop modules make it easy to put these building blocks together, allowing teams to design, create, and deploy virtual agents on a highly visual platform.
Of course, additional knowledge management and dialogue design expertise will further the chances of success – especially in a climate where 60 percent of customers face frequent disappointment in their chatbot experiences.
But, that pressure on developers to write code for managing conversations and achieving customer objectives falls by the wayside.
Instead, businesses can harness their expertise to add the finishing touches while removing the need for low-level AI integrations and accelerating CX transformation efforts.
Early adopter Ronlight, the lone distributor of Garmin products in Israel, realized these benefits. The company also claimed its Vonage-powered virtual assistant – aptly named “Ron” – now automates a significant chunk of its contact center conversations.
Sharing more details, Avishay Pariz, CEO of Ronlight, stated:
With Ron, our call center is now a 24/7 operation, successfully responding to more than 70% of our frequently asked customer calls without any human assistance at all.
As a result, Pariz reports that “this has drastically reduced call resolution times and empowers our live agents with the time they need to address more pressing customer inquiries and issues.”
In a bid for more businesses to benefit from its AI Studio, Vonage is also offering its partners the opportunity to augment their platforms with its new offering.
As such, the vendor aims to enable custom integrations with many CRM, CCaaS, and analytics platforms in the near future.
However, for now, Vonage is likely content to offer its existing customer base another advanced hub for digital transformation innovation after already making waves in the CPaaS space.
Indeed, Omdia recently pinpointed Vonage as a leader within the fast-moving market.
