Vonage, a global leader in cloud communications helping
businesses accelerate their digital transformation and a part of
Ericsson (NASDAQ: ERIC), has announced the launch of generative AI
for Vonage Conversational Commerce, powered by Jumper.ai.
Leveraging advanced generative AI capabilities that are seamlessly
integrated with its Conversational Commerce solution, Vonage is
arming businesses with the tools to create real-time and
personalised connections with customers across platforms,
delivering more meaningful customer data and streamlining
operations through automation.
These generative AI-powered updates to the Vonage Conversational
Commerce solution, such as the addition of a marketing template
content generator, live chat assistance and intuitive knowledge
base inquiries are making an impact across customer touchpoints for
today’s enterprises, including agent, marketing and customer
support teams.
Live Chat with AI-Powered Assistance
Core to these new generative AI-powered capabilities is an
AI-powered assistance in live chat interactions, helping agents
tailor their responses and provide better customer service in
real-time. By improving and accelerating live chat responses to
customers, as well as rephrasing functionality to ensure precise
communication by allowing agents to refine their tone and
responses, the power of AI is helping businesses to enhance agent
productivity and overall communication effectiveness.
WhatsApp Marketing Templates for Automated Content
Production
Also included in this new offering is a content generator,
designed for crafting WhatsApp-based marketing templates that
empower brands to speed and simplify the production of diverse
marketing content and significantly reduce the workload on
marketing teams. By significantly reducing the time and resources
to craft diverse marketing messages, marketing teams are better
equipped to run multiple campaigns while still ensuring the message
resonates with the individual customer. With these intuitive
templates, businesses are unlocking the kind of connections that
drive real leads and ultimate profitability.
Knowledge Base with AI-Powered Answers
AI-powered answers through the offering’s Knowledge Base also
help reduce human dependency and allow 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.
“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 customization possibilities
that generative AI offers,” said Savinay Berry, EVP Product and
Engineering for Vonage. “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.”
“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,” said Krishna
Baidya, Sr. Director, Information and Communication Technologies,
Frost & Sullivan. “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.”
Additional capabilities launched
Referral Marketing continues to be a powerful strategy for
businesses to reach their target customers and drive sales. Vonage
Conversational Commerce users can now initiate WhatsApp referral
campaigns right from the dashboard, giving them the ability to
acquire new customers without additional marketing overhead
costs.
“With WhatsApp and Vonage, we’ve been able to better identify
and market to the top 25 percent of our active subscribers,” said
Kamila Sk�tsch, Global CRM Team Lead, HolidayPirates, an
international travel company and Vonage Conversational Commerce
customer. “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.”
Vonage has also launched Conversational Commerce APIs to enable
third party applications to connect with the Jumper.ai dashboard
and deliver conversational marketing and commerce capabilities via
its integration with leading customer engagement platforms such as
MoEngage and Salesforce Marketing Cloud. These developer APIs
empower marketers and product owners to extend their platform from
lower level, 1-way notifications to richer, 2-way conversations by
leveraging Vonage Conversational Commerce capabilities to share
product catalogs and complete a transaction–turning 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. A demo
is available in the Vonage Booth #818 at Enterprise Connect, 25 -
28 March 2024, at the Gaylord Palms Convention Center in Orlando,
Florida.
About Vonage
Vonage, a global cloud communications leader, helps businesses
accelerate their digital transformation. Vonage's Communications
Platform is fully programmable and allows for the integration of
Video, Voice, Chat, Messaging, AI and Verification into existing
products, workflows and systems. The Vonage conversational commerce
application enables businesses to create AI-powered omnichannel
experiences that boost sales and increase customer satisfaction.
Vonage's fully programmable unified communications, contact center
and conversational commerce applications are built from the Vonage
platform and enable companies to transform how they communicate and
operate from the office or remotely - providing the flexibility
required to create meaningful engagements.
Vonage is headquartered in New Jersey, with offices throughout
the United States, Europe, Israel and Asia and is a wholly-owned
subsidiary of Ericsson (NASDAQ: ERIC), and a business area within
the Ericsson Group called Business Area Global Communications
Platform. To follow Vonage on X (formerly known as Twitter), please
visit twitter.com/vonage. To follow on LinkedIn, visit
linkedin.com/company/Vonage/. To become a fan on Facebook, go to
facebook.com/vonage. To subscribe on YouTube, visit
youtube.com/vonage.
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version on businesswire.com: https://www.businesswire.com/news/home/20240327697051/en/
Santina Stankevich, 201-407-8474,
santina.stankevich@vonage.com
Ericsson (NASDAQ:ERIC)
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Ericsson (NASDAQ:ERIC)
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