Nantes, France, October 8, 2020: Each month, millions of messages are exchanged between brands and their customers on the iAdvize conversational platform. Armed with these millions of data points, the leader in conversational marketing just unveiled Augmented Intelligence, a solution for collaboration between humans and Artificial Intelligence(AI), making positive impact possible at each key step of the customer journey.
The year 2020 has seen an unprecedented rate of digitization around the world. In three months, e-commerce penetration in the United States underwent the equivalent of 10 years of growth (1). Online conversation volumes between brands and their customers increased by 82% in the consumer products sector on the iAdvize platform (2). Developing large-scale customer service by partially automating online conversations has become crucial.
However, the promises of AI have so far been left unfulfilled. Productivity gains have unfortunately been achieved at the expense of customer experience, leading two-thirds of consumers to be wary of chatbots (3). For iAdvize, the solution lies in a unique type of intelligence, not artificial, but augmented.
Augmented Intelligence, because it combines the best of both worlds, without compromise: on the one hand, human expertise and authenticity; on the other, the power of artificial intelligence.
The conversational platform tracks and analyzes all of the brands' customer data as well as the content of their online conversations.
The accuracy of iAdvize's Augmented Intelligence is based on the power of the collaboration between humans and machine:
iAdvize's Augmented Intelligence enables brands to handle 5 times as many questions with the same number of staff, and to earn 20 additional Customer Satisfaction points(CSAT) compared to a simple decision-tree chatbot (4).
The Augmented Intelligence is used within the iAdvize platform to improve each step of the customer journey through, initially, two innovations:
These two new features complement various pre-existing functionalities of the platform integrating AI technologies.
Watch the CEO's announcement: The future of online conversation by iAdvize
(1) McKinsey Quarterly Five Fifty, The Quickening, 2020
(2) iAdvize data collected on the conversational platform between the weeks of February 24 and June 1, 2020
(3) Forrester Infographic: Customer Service Chatbots Fail Consumers Today, 2019
(4) iAdvize data collected from customers who deployed Augmented Intelligence in beta