Episode Details

-      Companies and brands are connecting in new and different ways.

-      The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand.

-      Next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers across every channel empowering the consumer 24/7/365 at a global scale.

-      It’s a myth that automation (via chatbots and workflows) and great customer experience (highly personalized, intelligent, on-brand, human agents) are mutually exclusive. They used to be, but that’s not the case anymore.

-      Technology is now at the point where you can deliver what customers want, immediately when they want it.

-      There are 3 key elements of a ‘concierge-like experience’: Personalization, Human + AI, Omnichannel.

-      Brands can build a truly concierge-like personalized conversational experience very fast with platforms like Solvvy.

-      Traditional chatbots, the ones you’d see a few years ago, didn’t deliver the type of CX top brands have been needing to incorporate.

-      The future of CX involves the potential for combined human and AI experiences in customer support. Together is better.

“The future of CX involves a digitally guided journey to the best possible solution.”

Mahesh Ram is the founding CEO of Solvvy, the next-gen chatbot and intelligence CS automation platform. He’s been CEO, founder or early employee of three cloud-based software companies.

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