Chatbots, clickable product images (e.g., via Pinterest), and vocal assistants are interfaces through which customers can connect with brands in more augmented and immersive ways at any time. AI enables enterprises to integrate and process all relevant information for contextualized marketing, advertising, and loyalty initiatives along the customer life cycle.
The rising importance of multichannel conversations in a mobile-first world has fueled the launch of conversational messaging solutions for customer engagement. The mobile-first attitude of the Gen Z audience will further drive this trend. These customers prefer real-time rich-media conversational messages via all accessible channels. Messages can be enriched with video and seamless handoffs from chatbots and/or live agents for omni-channel CX.
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