DIGITAL & AI AUGMENTED ENGAGEMENT
KNOW YOUR CUSTOMER
Customers, and citizens, expect convenient, hassle free and mobility friendly interactions with organisations, and especially public service providers, from whom they procure goods and services from.
Getting the customer experience right is getting harder and harder, with Gartner predicting that 85% of a customer’s relationship with a business will be managed without interacting with a human. The older technologies (in today’s terms) such as social media and mobile apps are quite well established, but will need to pivot to remain important. It is the emerging technologies such as Machine Learning, AI, Chatbots and Augmented/Virtual Reality that are going to really accelerate how organisations engage.
Further to the above, Gartner also predicts that By 2019, 20% of brands will abandon their mobile apps, opting for mobile web as a vehicle for customer engagement. This will obviously be case-specific, but fundamentally, it will require a real understanding of what customer desire, and how those desires trend. As AI and Machine Learning get more sophisticated, and Chat Bots more intuitive, true omni-channel engagement will come into play. eBlueprint has successfully implemented mobile experiences and digital engagement for organisations such as Transport Accident Commission and NSW Department of Education, providing secure straight through processing of claims and real-time information for students to better understand their learning journeys.
We love working with our customers on exciting new ideas and ways of increasing and improving customer engagement through truly innovative and revolutionary technologies.