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The Future of Business is Conversational

Imagine your ideal customer waking up on a bright day 10 years in the future. Her coffee machine is set to brew her favorite cup at exactly 8:05am. As she makes her way through her morning routine, a virtual assistant provides an overview of her agenda for the day, recites top news highlights, and tells her what kind of weather to expect.

The scenario above isn’t difficult to imagine because the technology to do these things already exists today. Smart appliances, virtual assistants, and other connected devices are going to become regular facets of consumer life in the very near future, which means businesses need to take steps now to ensure they are providing a customer experience that evolves along with shifts in consumer behavior.

Driving this shift is the latest wave of consumer electronics like the Amazon Echo, Google Home, and Apple Watch. Information exchange itself is quicker and more conversational in these digital contexts. The popularity of emojis and abbreviations like “ttyl”, for example, illustrate a strong consumer preference for speed and congeniality. Customers expect fast and personalized service on every platform they use, but they also want the experience to feel natural and intuitive.

The right technology can easily transform the customer experience into one that is seamless and context-relevant. Conversational AI helps businesses provide an innovative customer experience on the digital platforms consumers use the most. On apps like Facebook Messenger and WhatsApp, for example, conversational bots (also known as chatbots) can help customers place orders, resolve account issues, and even pay their bills.

The evolution of technology is often a double-edged sword for businesses. While it creates previously unimaginable opportunities, adapting to rapid changes in consumer behavior and demand can prove to be a challenge as well. Businesses can remain competitive amid these new market realities by investing in technology that enables a seamless customer experience designed for a connected world.

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