Singapore – Global cloud communications provider Vonage, a part of Ericsson, has announced the launch of generative AI for Vonage Conversational Commerce to provide better support for businesses.
Leveraging the advanced generative AI capabilities of Jumper.ai that are seamlessly integrated with its Conversational Commerce solution, Vonage equips businesses with the resources necessary to establish personalised, real-time connections with customers across various platforms. This approach enhances the acquisition of valuable customer data and optimises operational efficiency through automation.
The latest enhancements to the Vonage Conversational Commerce solution, driven by generative AI, like the addition of a marketing template content generator, live chat assistance, and intuitive knowledge base inquiries, are making an impact on customer interactions across various touchpoints for modern enterprises, benefiting agent, marketing, and customer support teams alike.
Core to these new AI-powered capabilities is the introduction of AI-powered assistance in live chat interactions. The live chat will help agents tailor their responses and provide better customer service in real-time.
Through enhancements that boost live chat response times and refine communication by providing agents with tools to adjust their tone and responses accurately, AI is empowering businesses to elevate agent productivity and enhance overall communication effectiveness.
Also part of the new offering is a content generator, which is designed for crafting WhatsApp-based marketing templates, empowering brands to speed and simplify the production of diverse marketing content and significantly reduce the workload on marketing teams. By cutting down on the time and effort needed to create different marketing messages, marketing teams can now handle multiple campaigns while ensuring each message connects with individual customers. These user-friendly templates enable businesses to establish meaningful connections that generate genuine leads and boost profitability.
Additionally, Vonage’s conversational commerce can now provide AI-powered answers through Knowledge Base, helping reduce human dependency and allowing a knowledge base AI bot to interpret user queries, parse through knowledge base documents, and answer user queries directly.
By utilising documents uploaded as the knowledge base to respond to queries and streamline customer support, Knowledge Base eliminates the need for canned, impersonal responses, delivering a more personalised experience for the customer.
Vonage Conversational Commerce users can also now initiate WhatsApp referral campaigns right from the dashboard, giving them the ability to acquire new customers without additional marketing overhead costs.
Lastly, Vonage has introduced Conversational Commerce APIs, allowing third-party apps to integrate with the Jumper.ai dashboard. This facilitates conversational marketing and commerce capabilities through integration with platforms like MoEngage and Salesforce Marketing Cloud. These APIs empower marketers and product owners to upgrade from basic notifications to interactive conversations, leveraging Vonage’s capabilities to share product catalogues and facilitate transactions, thereby converting notifications into sales.
Generative AI-powered enhancements to the Vonage Conversational Commerce powered by Jumper.ai solution are currently in beta and will be generally available in the second quarter of 2024.
Savinay Berry, EVP of product and engineering at Vonage, said, “We are seeing a significant increase in demand for integrated AI capabilities that can easily be expanded across platforms as businesses recognise the efficiency and customisation possibilities that generative AI offers. By integrating state-of-the-art generative AI capabilities with our Conversational Commerce solution, we are empowering users to generate creative content, automate tasks, and improve the overall user experience.”
Speaking on these updates, Krishna Baidya, Sr. director of information and communication technologies at Frost & Sullivan, also shared, “Advancements in generative AI can be harnessed to significantly enhance Conversational Commerce solutions, empowering e-commerce marketers and online retailers to seamlessly connect with potential customers while delivering a personalised experience.”
“Infusing generative AI with the knowledge base, brands can respond to queries and streamline customer support, ensuring efficient and reliable self-service options during conversations. Adding AI-powered assistance in live chat interactions will boost agent productivity and communication effectiveness,” she added.
Meanwhile, Kamila Skötsch, global CRM team lead at HolidayPirates, said, “With WhatsApp and Vonage, we’ve been able to better identify and market to the top 25 percent of our active subscribers. Our subscribers using WhatsApp are faster to act on deals than people using other channels, generating more traffic to our partners with click-through rates as high as 40 percent and some messages receiving a 97 percent open rate.”
