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The customer loyalty space is not necessarily a one-sided story. On one side, customer expectations are evolving, while brands and companies are also learning to leverage loyalty to promote specific customer behavior. Therefore, now brands and organizations have started to prioritize reaching customers through developing trust and emotional loyalty. This has increased the demand for implementing artificial intelligence and machine learning in the companies' business models to bring top-line growth.
Conversational AI is one of the many strategies applied in the loyalty space, which is playing a significant role in consumer experience this year. Conversational AI refers to the automation of communication through AI and its deployment with messaging apps, virtual voice assistants, chatbots and many more. This number will keep on increasing as businesses realize the importance of providing an enhanced customer experience. Therefore, innovative partnerships are being witnessed in the Indian market in the field of conversational AI to enable businesses to gain market share. For instance,
CSS Corp, which has been in this field of IT services, consulting, and consumer technology support, has been using key product and platform partnerships to deliver elevated customer experiences. On the other hand, Uniphore, which combines conversational AI, computer vision, emotion and tonal analysis, and workflow automation, helps to transform and democratize customer experiences across industries.
Thus, it is projected that this innovative partnership of CSS Corp's domain expertise and market reach, together with Uniphore's unique platform of customers' emotions, sentiment, and intent detection, will attract significant brands in the Indian market. The companies will now be able to transform their service experience efficiently, driving customer satisfaction and loyalty.
In a hyper-personalized world, this technology will be able to uplift experiences that customers now expect across brands and products. Since it is not scripted or rule-based, this partnership will offer customers personalized experiences throughout their journey, from contacting the company until their issue is resolved. Thus, these new-age technologies, along with data-driven smart decision-making capabilities, are expected to offer unique value propositions for customers, driving growth in businesses from a medium to long-term perspective.
Conversational intelligence is now playing a prominent role in the success of any business; therefore, SaaS-based platforms are witnessing significant growth in the Indian market. For instance,
The SaaS platform built an AI-based travel application called OGenie, that can book flights on voice commands. The app even acts just like a travel buddy, which stays with the user throughout his journey. Currently, the app has seen more than 250,000 downloads, helping users with domestic and international flight searches, book tickets, reschedule, cancel, and also perform web check-in.
GenieTalk.ai, which was founded in 2016, has been working on AI platforms since then and has already crossed 1 million hits which include chats and voice-command conversations. Therefore, in a hyper-competitive world, where data science and applied machine learning have turned out to be essential for most businesses, conversation AI will help the business to grow significantly. Thus, brands and organizations, by being available 24x7 for the customers through conversational AI-powered bots, can help businesses gain long-lasting customer loyalty.
To know more and gain a deeper understanding of the loyalty program in India, click here.
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