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What are Automated Brand Interactions?

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Customers prioritize positive experiences above all else. This means that companies are under tremendous pressure to deliver exceptional customer experience (CX) like never before. A good experience can help you win a customer for life, while one bad interaction can cause you to lose them forever.

That’s why we’ll be spending time each month taking a closer look at some of the best customer experience technology solutions available. Solutions that improve customer experience, loyalty, and satisfaction. In this post, we’ll define automated brand interactions, share a few use cases, and explain what you can do to get started with automated brand interactions in your company.

What are Automated Brand Interactions?

Automated brand interactions leverage an AI-powered platform to automate routine touchpoints all along the customer journey. At first this could be by capturing and qualifying leads or assisting with the onboarding process. Later in the journey it might come in the form of answering common customer inquiries like “Where’s my order?” or “How do I check my account balance?” Essentially, it uses AI-powered automation to connect you and your customers. It ensures that your brand is always available, completely consistent, and unfailingly helpful.

Customers are looking for a personalized experience. They want to help themselves whenever possible and they want their questions and concerns addressed quickly. These are all things that automated brand interactions can provide.

Why are Automated Brand Interactions Important?

According to Forbes, “Seventy-four percent of consumers are at least somewhat likely to buy based on experiences alone.” That’s why it’s imperative that companies do whatever they can to improve the day-to-day interactions their customers have with their brand. The good news is that there are a plethora of award-winning solutions out there that can help you do just that. Ada, one of our newest partners, is a great example of this. Let’s look at how Ada is helping some of the world’s most successful companies deliver exceptional customer experiences with their automated brand interaction platform.

Ada and Their Automated Brand Interaction Use Cases

Ada’s solution offers personalized automation across the entire customer journey. Founded in 2016, Ada is focused on solutions for companies seeking chatbots to elevate and automate customer experiences.

But what do these automated interactions look like in real life? Here are a few of the many ways Ada’s AI-powered chatbot can be put to good use.

  • Capture and qualify leads
  • Answer personal and complex questions
  • Upsell and cross-sell
  • Answer “Where’s my order?” (WISMO) inquiries/Order tracking
  • Schedule meetings and appointments
  • Automate onboarding
  • Collect feedback

 Not convinced yet? Look at how Ada has helped some of today’s most successful companies.

"Ada has empowered our customers to self-serve when able and connect with our Sales or Support teams when additional support is needed. Serving all of our customers in a quick, efficient way while delivering happiness is very important to us. Ada has helped us scale to achieve that goal in an unprecedented time."

- LINDSEY LIRANZO | HEAD OF GLOBAL ONLINE SALES & DEVELOPMENT | ZOOM

“Ada's customer support solution has enabled us to decrease ticket handling time by over 90%! This gives our agents time to find new and exciting ways to interact with our customers.”

-BAS LUCIEER | DIRECTOR OF DATA AND ACX | LITEBIT

Interested in learning more? Read this Forbes article from Ada’s CEO, Mike Murchison, Automated Customer Experience (ACX): The Key To Better Brand Interactions.

Final Thoughts

In this digital-first space we now inhabit, it is crucial that companies offer tailored, personalized experiences during every customer interaction. Automated brand interactions are a great way to deliver that, while at the same time saving costs and generating revenue. Using a solution like Ada’s can help improve your CX because it means you can:

  • Be available 24 hours a day and provide continuous communication to your customers
  • Provide instant answers, fielding and responding to thousands of questions at the same time
  • Use customer data to personalize your communication and outreach
  • Improve SEO ranking by increasing the amount of time customers spend on a page while also decreasing bounce rates

We also think it’s worth noting how far artificial intelligence (AI) has come in recent years. Today’s AI has much better recognition rates. That’s because industry-leading solutions, like Ada, rely on intent-recognition rather than simple word matching. While there is still plenty of bad AI out there, we here at Symplicity Communications are here to help you weed out the providers you should avoid and focus on the ones that offer the best solutions for your needs.

In future articles, we’ll continue exploring other emerging CX solutions, such as robotic process automation (RPA) and customer journey orchestration (CJO) solutions, as well as more traditional solutions like UCaaS and CCaaS.

Interested in learning more about Ada or other solutions like Ada? Click here to schedule a demo or consultation call.