The term artificial intelligence (AI) was first introduced a while back in 1956 by John McCarthy known as “the father of AI”. Since then, and especially in the 21st century, discussions have generally been split up into two categories - opportunities and threats/fears. And whilst the title of this article suggests the latter, the intention here is to walk you through the pros of AI and the ways in which AI-powered chat can work in tandem with humans to help them be better at their jobs, more efficient and allowing them to focus on those tasks that really need that human touch.
“It's so simple and easy to use, it requires no IT or implementations to your own systems, and when you think about a basic marketing budget - it costs mere pennies.” - Minsu Rauramo on AI at giosg
We conducted an interview with Minsu, our AI expert, to show you that implementing AI into your business can be a walk in the park. Whether you're a business owner, marketing or sales specialist - this blog aims to demystify AI by pulling back the curtain and providing you with practical insight to help you get started.
Facts, figures and detailed insights are often lacking, when it comes to customer service. That's why we wrote this jargon-free article with 4 examples of how different companies have succeeded in providing excellent customer experience online. We hope that by sharing how Finnair, Delete, XXL and If Insurance have improved their CX, you will gain actionable ideas and factual information for your own strategy.
In an initial implementation meeting with a customer, clear goals and KPIs for a chat service are always planned. The most common early stage goals often include characteristics like:
- Sales orientation
- Involvement to a multichannel customer service solution
- Supporting role in other functions like helpdesk, recruiting, online store, booking etc.
We have been doing a lot of research around customer experience recently, really delving into into all things CX, not only defining concepts such as customer journey and touchpoints, but also figuring out ways for companies to deliver real and tangible experience improvements to their customers. We have also taken a long, hard look at how and why customers and their needs have evolved, and dared to make some predictions of where we think customer experience is heading.
Right now, you probably have a bunch of different tabs open on your computer or your phone. If you’re searching for specific information, you probably go to the browser bar rather than reading through the site you’re already on. You may already have the information on one of the tabs, but why bother when a quick search gives you faster results.
Live chat is five times more effective than traditional customer service channels, it is easily personalised, and it can be applied at any stage of the customer journey. You might wonder how exactly this is done? Let’s have a look at how to implement live chat throughout the journey.
The new technology wave in the travel industry
The modern consumer craves experiences carefully tailored to their preferences, I am a big fan of being able to save my favourite homes on AirBnB or read reviews of people like me in Booking.com. I want recommendations of cool restaurants for my upcoming trip and promotional emails for discounted flights to places that I visit regularly. Technology is enabling brands to deliver these increasingly personalised experiences, but more specifically, technology in the form of artificial intelligence (AI).
Choosing a university is one of the most difficult decisions for young adults. It’s often the first important decision they make by themselves, and it can be quite a nerve-wrecking process. Googling “Which university should I go to?” gives you 734,000,000 search results. Quite overwhelming when trying to make one of the biggest decisions of your life. The process can be even harder for international students trying to navigate a different education system without help or advice.
Business goals, football goals, life goals, the list goes on. Goals belong everywhere. In an online business environment goals tend to be total online visits, bounce rates, CTRs and total engagements among others. However, have you considered what goals are actually relevant to you?
Following these generic goals does benefit your business, but they are just the tip of the iceberg. Following numbers for the sake of it seldom pays off, so let’s explain why a dynamic business goal approach is the way to gain competitive edge - in football terms.
PropTech - does it ring a bell?
It’s a fact, as a traditional real estate player, you are already losing rentals, house sales and valuations to PropTech companies.
Much like in all other industries, technology is revolutionising the property space. New technology companies, free from legacy systems have started to pop up, ready to improve a dated, difficult and often daunting purchase journey
Fortunately, real estate incumbents are not yet at a Blockbuster, Blackberry or Kodak point of no return. Yet, it is no longer enough to post a house on Rightmove or wait for a potential seller to reach out to you for a valuation.
As an established player, you have the chance to catch the technology wave, you have the experience, the reputation, the customers- so why let new players snatch your hard-earned market share?
As a business owner faster lead generation, efficiency and saving both time and money should sound interesting, right? Many people associate live chat with the B2C sector and e-shops, a chat window that pops up, available for questions and complaints. That definitely is one purpose of live chat, but it can be a whole lot more; it can be a lead generator, a goal measurer and a targeting marketing solution.
You should keep in mind that the generations who grew up with phones in their hands are the business leaders of tomorrow and expect to have an answer within minutes after sending a request. Calling back a week later won’t necessarily make the impression you were looking for, be there or be square.
Conversational marketing has been a buzzword in the marketing field for a while now. This has caused businesses to start wondering whether they could benefit from conversational marketing. Do companies even recognize conversational marketing as a separate activity from inbound marketing? What is the difference between the two? We started thinking about this too - are we conversational marketers? Let’s see what these concepts mean and how to utilize them while figuring out what kind of marketer you are.
A report released by the Finnish Ministry of Economic Affairs and Employment states that 15% of today’s jobs will be replaced by Artificial Intelligence (AI). At giosg, we actually think the percentage will be a whole lot higher. However, new jobs will emerge and with AI taking over your everyday tasks, you'll have more time to innovate or do whatever it is that you like to do. The term Artificial intelligence frightens some and fascinates others, this is no surprise since we naturally fear the unknown.
“In the future, online meetings and discussions with the same sales representatives in different kinds of digital channels may be seen as personal as face-to-face meetings and phone calls are seen today.”
If you take a quick look at your online sales, what do you see? Have you got a successful digital business model generating all the leads and sales you need? Or maybe you have not yet got the results you expected? Whatever your situation, we are confident that the model we propose below will add significant value to your digital business and considerably improve customer experience.