Customer Communication : AI and Omnichannel
A new study by Sinch, a global company specializing in SMS marketing, reveals that consumers have particular views on the rapid pace of AI integration in customer communication.
The 2.8 consumers surveyed expect consistent, secure, and personalized experiences across all channels, including SMS, email, chat, and voice.
A significant 58% of consumers are accepting of the AI revolution, but they expect channel choice and relevance.
Says Gwen Lafage, Sinch VP of Branch and Content: “Customer communication is no longer just about sending a message. It’s about creating moments that engage people and drive business results. The businesses that lead are putting the customer at the heart of their communication strategies, letting them choose how and where they want to connect.”
The top areas that brands and businesses are investing, according to the research, are AI voice assistants (63%) and AI-driven chatbots (43%).
Younger populations are more likely to embrace AI-powered interactions for speed and ease.
Consumer Choice is Critical
Assuming that everyone is a fan of AI can be detrimental for brands. Consumers expect channel choice and relevance, according to the study. More than half (58% of consumers) want to choose which channels they receive messages on.
Businesses view Rich Communication Systems (RCS) as a game changer. That means that consumers can choose how and when they receive different types of messaging. AI, trust, and omnichannel execution must all be factored into how brands interact with their valued customers.
Customer Service
The goal is to keep consumers satisfied. Brands must be able to deliver clear, rapid, and personalized messages to the humans they serve. We have all been trapped in endless loops with pre-recorded and tone-deaf communications. AI can, with the proper instructions and investments, eliminate some of this.
“It has never been more important, or more achievable, to create experiences that customers love,”says Sophie Cheng, SVP of Product Marketing at Sinch. “But to do that, businesses must embrace AI to create seamless, trusted omnichannel strategies that focus on keeping their audiences engaged, informed, safe, and happy.”
Marketing Campaigns
Customers and prospects can be kept engaged and driven to action with highly personalized messages that capture attention and drive conversion.
Identity and Verification
Consumers remain concerned about data security. By utilizing AI to verify identities, omnichannel interactions and prevent fraud, brands can foster consumer trust.
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