iAdvize the leading conversational platform being used by major retailers and brands around the world today officially announced the launch of its Augmented Intelligence solution which combines Human and Artificial Intelligence (AI) into its messaging system so online retailers can understand and respond to their customer’s intention at every stage of the customer journey.
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Millions of messages are exchanged every month between brands and their customers on the iAdvize platform who have reported an 82% increase in online conversations since the start of the 2020 Pandemic. iAdvize’s new Augmented Intelligence solution now analyzes these conversations to understand the intent of the online shopper. The new solution enables the retailers to differentiate between those online shoppers who are just browsing and those with a serious intent to buy so they can determine how best to respond to each customer and offer them the best CX and to maximize conversions. An example being retailers can offer those shoppiers which the AI determines is a ‘‘serious shopper”’ the option to live chat with a brand expert who can help finish the sale or potentially upsell more products.
In addition to the standard features that conversational platforms offer e.g. chatbots, live chat, customer support; iAdvize also screens and hires independent, freelance product experts on behalf of the retailers. When iAdvize identifies a shopper who is deemed to have a serious intent to buy, it offers these shoppers the option to live chat with a brand expert to help complete the sale. For example someone shopping on the Lowes website could be offered the chance to speak to an independent home improvement expert to help them determine the best products to buy for their project. Alternatively, drone website GetFPV has a team of former pilots on standby to advise on the best drone based on budget and requirements.
iAdvize’s Augmented Intelligence enables brands to handle 5 times as many questions for the same number of people, and generate 20 additional Customer Satisfaction Rate Points (CSAT) compared to a simple decision tree chatbot4.
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Getting the most out of Human-AI Collaboration
The conversational platform captures and analyzes all of the brands’ customer data as well as the content of their online conversations. The accuracy of iAdvize’s Augmented Intelligence (AI) is based on the power of human-machine collaboration: Using machine learning and NLP technologies, Artificial Intelligence (AI) automatically and continuously analyzes thousands of online conversations and extracts the intentions of those conversations;
At the same time, iAdvize’s independent experts train the judgment and intuition of AI, adding the human touch and expertise needed to improve understanding.
Create high-impact conversational experiences
This Augmented Intelligence is used within the iAdvize platform to improve each step of the customer journey through, first of all, two innovations :
Intelligent bots
Augmented Intelligence bots are able to understand visitors’ intentions in order to provide them with relevant and immediate answers 24/7. If these bots live and learn by themselves, teams of experts and consultants can contribute to the collaborative training of this AI in just a few clicks, multiplying its capabilities.
A new Insights report based on AI
Augmented Intelligence analyzes conversation history in real time to gather information with immediate business impact. An Insights report powered by AI provides access to the customer’s voice to make the right decisions.
These two new features complement various pre-existing functionalities of the platform integrating AI technologies.
Predictive Engagement
Based on behavioral data and self-learning, the platform’s targeting engine intelligently engages site visitors, automatically determining which ones are most in need of assistance via messaging.
Seamless orchestration
The platform includes a dynamic distribution engine that transfers customer requests to the best respondents (bot, advisor, expert) according to the customer context and the availability of the teams.
Augmented humans
iAdvize’s intelligent desk provides agents with a set of AI-powered automation features to optimize their productivity (suggested answers, instantaneous translation…).
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