Why Businesses are Using CPaaS to Enrich their Chatbot Experience
Choice is an important part of the customer experience and none more so than how people can interact with your business. But with a myriad of different communications tools and apps available, how can enterprises ensure that their conversational AI applications can connect with customers on a wide variety of channels?
For many organisations the answer is to utilise CPaaS (Communications Platform as a Service) technology. CPaaS operates as a back-end communications platform that allows you to embed voice, chat and video capabilities into your customer facing applications.
Instead of connecting a different API for each individual channel, using a platform such as Vonage allows enterprises to connect directly to customers on their preferred choice of communication tool using a single API.
From a practical point of view CPaaS is cloud based so there is no need to worry about additional infrastructure, carrier connectivity or maintenance support. This simplicity makes it easier for developers tasked with making business applications available to popular communications apps such as WhatsApp or Facebook Messenger.
More importantly, it helps enterprises meet the need for an omnichannel experience.
Delivering the omnichannel experience
With customers wanting everything faster than ever before agile enterprises are looking to take advantage of real-time communications tools to make it possible. And it’s no wonder given that the number of connected devices are expected to rise to 75 billion by 2025 from just 23 billion today.
But creating an omnichannel experience isn’t just about offering customers a way to connect with you over a wide variety of channels. It’s delivering a consistent, seamless experience over all of those channels too.
CPaaS allows enterprises to extend communications tools from within business applications and systems to connect with customers using their preferred method. The flexibility that CPaaS offers becomes even more necessary for multi-national companies when you consider not just the wide variety of applications available today, but the difference in regional variations.
Many communications tools that are hugely popular in Asia are almost unheard of in the US, and vice versa. In addition, in some countries the more traditional methods of phone and email are still one of the main ways customers interact with businesses. Catering for all the possibilities and delivering the same experience on all of them would take a vast amount of resources without technology such as CPaaS.
This is one of the reasons why the CPaaS market size has grown from $400m in 2015 to $8.1bn in 2019.
Managing all customer conversations in one platform also allows enterprises to have a more holistic overview of individual customers. This can be used to deliver contextual and personalised conversations to customise the interaction even further and increase overall customer satisfaction.
CPaaS technology complements conversational AI by integrating chatbot interactions into the omnichannel experience. It enriches customer communications by enabling them to interact with your business on their preferred channel any time of the day.
While Teneo provides a multitude of connectors that enable enterprises to deliver their conversational AI applications to a wide number of channels and services, for some organizations it makes sense to take advantage of CPaaS’ capabilities and value proposition.
That’s why we developed a Teneo Connector especially for Vonage customers to enable them to easily integrate their conversational AI applications into their existing Vonage platform.
Alongside the more standard communications tools and channels, Vonage enables enterprises to connect to channels that don’t offer free APIs or to those that use phone numbers to link to an app. The Vonage platform also has the advantage of being able to validate users using its phone number verification API, providing a fast and seamless login experience for customers while maintaining their privacy.
Together with Teneo, enterprises can benefit by enabling their conversational AI applications to do more for their customers using additional Teneo Connectors. Using a pre-built library of intelligent connectors that span a range of business and AI assets including RPA (Robotic Process Automation) and CPaaS businesses can harness the power of back-office technology to deliver even greater intelligence and capability.
Now enterprise chatbots can answer questions more precisely, such as approving a loan by integrating existing RPA sequences, using personalized information from a customer system to deliver contextually aware responses or trigger a series of human resource events when an employee requests time off.
The results of these processes can then be surfaced through the conversational AI application on the customer’s preferred channel using the Vonage platform.
With 85% of respondents to a survey believing that organizations could make better connections between people and things using newer technology, now has never been a better time to find out more about CPaaS and conversational AI.
If you’d like to discover how CPaaS can enrich your customers’ conversational AI experience, join us on 10 March 2020 for our live webinar for our live webinar “Why Conversational AI and Customer Experience Go Hand-in-Hand”.
Rob Wilson-Fry, Director of Strategic Partnerships, and Mark Jones, Head of Presales EMEA, from Artificial Solutions, and Sheri Atienza, Director of API Platform Marketing from Vonage, will discuss why Conversational AI and Customer Experience go hand-in-hand and how to get started with your conversational AI journey.