Customers have many choices when it comes to engaging with a brand: web, social platforms, messaging apps, phone, and enterprise applications such as Slack and Teams to name a few. And the reasons they engage are many and varied: browsing products, buying products, asking questions, queries, information seeking, plus many more.
No matter why a customer engages with a brand, and irrespective of what channel they choose to use, it is imperative that organisations project a unified voice and communicate in a channel appropriate way.
To provide the experiences that customers expect, conversational AI solutions need to be architected to cater for individual channel-specific capabilities. This requires all data, content, conversation flows and logic to be brought together as a single instance, which can be shared appropriately across all channels. On top of this single instance is a translation capability which determines how the content should be shown so that it is channel optimised. And on top of the translation capability sits the UI which the customer sees.
Using this architecture for conversational AI, simply means building the experience once in a way that makes it intelligent enough to adapt how content is shown for each specific channel. This ensures consistent user experiences are created in the most efficient way, because there is no duplication. So, the most appropriate medium for a specific channel whether that be a carousel, button menu, spoken dialogue or any other – the right way will be selected and used to ensure the best experience.
Conversational AI solutions designed to give organisations the ability to seamlessly, and automatically, leverage the power of each channel, should also maintain brand consistency, and eliminate duplication of time and effort.
Creative Virtual’s V-Studio platform is architected to ensure organisations can create context-aware personalised customer experiences that leverage channel specific capabilities aligned and adhering to brand rules. V-Studio’s underlying design together with its application functionality guarantees consistency and enables rapid scaling, faster delivery, and innovation.
There are four key facets to V-Studio that enable organisations to take advantage of channel-specific capabilities and preferences and create better customer experiences:
- Channels are connected intelligently, and logic is unified
- Ecosystem is modular, scalable, and adaptive
- Single design, adaptive everywhere i.e. intelligent channel adaptation
- Fallbacks are built-in i.e. clear rules on what to show when capability isn’t supported
This design results in tangible business benefits:
- Scalability
- Speed to market
- Consistent brand experience
- Operational efficiency
- Strong governance & security
- Future-readiness
Creative Virtual understands that organisations use many channels to engage with customers but want to deliver a single, joined-up experience. Our ecosystem is robust, compliant, and strong, giving organisations a tested tool that allows them to maintain a unified voice in their customer engagements, whilst embracing the diversity of how customers choose to engage.
Customers simply want to engage with organisations easily, effortless, and naturally. V-Studio ensures that brands can create experiences that adapt to the customer, their channel of choice, and with a full understanding of the context of engagement
