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Today’s consumers want to text businesses – is your gym equipped?

Conversational AI refers to the use of messaging apps, speech-based assistants and chatbots to automate communication and create personalized customer experiences at scale.

Consumers are already using conversational AI platforms in place of email, phone calls and face-to-face communication to talk with family and friends. Younger people, in particular, tend to prefer messaging over other forms of communication. Not only that, social events are being organized via messaging apps, traditional texting is giving way to more functional and secure messaging applications, and early adopting consumers are using voice interfaces to make purchases.

Today’s consumers expect to be able to communicate with businesses on their favorite chat platforms, using text and voice, just as they currently do with friends and family. They want to do so because it’s easier, less intrusive and quicker than using other communication channels.

Conversational AI will change every aspect of when, where and how you engage and communicate with your customers. You need to be able to hold seamless, synchronous conversations with consumers across whatever channel they happen to be using at the time, no matter where they are. Importantly, those conversations could be a short one-off request or response, or part of a longer-running customer engagement.

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