{"id":19026,"date":"2021-05-18T14:24:22","date_gmt":"2021-05-18T12:24:22","guid":{"rendered":"https:\/\/pat.eu\/?p=19026"},"modified":"2021-09-06T14:30:38","modified_gmt":"2021-09-06T12:30:38","slug":"customer-experience-is-conversational","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/","title":{"rendered":"Customer experience is conversational"},"content":{"rendered":"
\n\n
\n\t\t\"CX\n\t<\/div>\n\n<\/div><\/div>
\n
\n\t

Between digital<\/strong> and multichannel<\/strong>, another paradigm is nowadays emerging: the customer experience is conversational<\/strong>.<\/p>\n

Brand-customer relationship<\/strong> is experiencing a continuous and quick evolution: it must be empathic<\/strong>, customized<\/strong> and engaging<\/strong>. The recent shift to digital channels is, therefore, not the only challenge that companies have to face. It is also necessary for them to listen<\/strong> and answer<\/strong> customers' requests with understanding<\/strong>, offering innovative and easily available products and services.<\/p>\n

In this context, the concept of conversation<\/em><\/strong> assumes a fundamental role in the experience to be provided to customers.<\/p>\n

In IT, this is defined<\/a> as conversational:<\/p>\n

\n

the operating mode of a processing system, characterized by a high level of interaction with the user and among its components. This method allows to establish a dialogue, between the machine and the man, consisting of messages alternatively sent in both directions, in a quite similar way to that of a conversation between two people.<\/p>\n<\/blockquote>\n

So, is it enough to adopt a system that handles dialogues in a bidirectional way?<\/p>\n

Of course not! To create a conversational experience, you first need to identify a proper digital strategy and, secondly, employ a technology that leverages the potential of artificial intelligence.<\/strong><\/p>\n

Digital and conversational strategy: companies among channels, touchpoints and technologies<\/h2>\n

Companies have understood the importance of leveraging different channels, to engage<\/strong> consumers, who are increasingly \"digital\", creating purchasing paths, different from those of a few years ago, when the only means of contact were traditional ones (such as the store).<\/p>\n

According to 2020 Multichannel Observatory<\/a> data, in Italy, for example, multichannel consumers currently represent the 88% of the population, with an increase of 6%, compared to 2019. Contemporary consumers often decide to buy a product, only after crossing different contact points<\/strong> (website, company catalog and store, for example). This is why companies aim to provide customers with different channels of interaction, to intercept and engage them, in the different stages of customer journey<\/strong>.<\/p>\n

Interacting with consumers, according to multichannel approach<\/strong>, involves using a set of touchpoints (ranging from the website, to social pages, from messaging platforms, to chatbots<\/a>, from emails, to apps, up to the store), thus allowing to choose the preferred one.<\/p>\n

By connecting customers to various digital or traditional touchpoints<\/strong>, you can gain a greater understanding of consumer needs. By knowing your customers, you can properly respond<\/strong> to their needs and establish a proactive dialogue<\/strong>.<\/p>\n

The second step, then, is to create quick, easy, always-available interactions<\/strong> with your customers. Creating a conversational experience means identifying new digital strategies to adopt, in order to make the dialogue with the customer exhaustive, interactive and meaningful.<\/strong><\/p>\n

What are customers' expectations for a conversational experience?<\/h3>\n

Brands need to take a digital-first<\/strong> attitude: as digital engagement grows, customers expect companies to digitize operations<\/strong> to have high-impact multichannel interactions.<\/strong><\/p>\n

Instead, today we still often see a lack of information sharing, among sales, customer service and marketing. This is a problem that must be overcome if you want to be truly competitive in your services.<\/p>\n

A recent survey shows that 88% of world's customers use dialogue with companies, to solve any problem, arising during purchase process. This is when the conversational experience plays a key role, in brand reputation and customer satisfaction.<\/p>\n

Creating a conversational experience with CX Studio<\/h3>\n

Concretely, how do you create a conversational experience?<\/p>\n

As anticipated, you definitely need to identify a proper digital strategy<\/strong> and, subsequently, resort to a technology<\/a> that leverages the potential of artificial intelligence<\/strong>.<\/p>\n

CX Studio<\/a>, Pat's multichannel interaction framework<\/strong>, is a powerful workspace<\/strong>, where it is possible to design<\/strong> interaction processes<\/strong>, organize automated responses<\/strong> and choose the channel<\/strong> to be used for providing services.<\/p>\n

This is why it is called a framework, exactly because it allows you to centrally manage the dialogue with customers<\/strong>, in the contact channel they prefer, 24\/7 and in multilingual<\/strong>.<\/p>\n

With CX Studio, it is possible to create a real conversational experience<\/strong>, supporting help desk operators with virtual assistants, which can provide an initial support to the online customer.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

Between digital and multichannel, another paradigm is nowadays emerging: the customer experience is conversational. Brand-customer relationship is experiencing a continuous and quick evolution: it must be empathic, customized and engaging. The recent shift to digital channels is, therefore, not the only challenge that companies have to face. It is also necessary for them to listen […]<\/p>\n","protected":false},"author":3,"featured_media":19033,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[130],"tags":[521,446,545,461,544],"yoast_head":"\nCustomer experience is conversational - Pat<\/title>\n<meta name=\"description\" content=\"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer experience is conversational\" \/>\n<meta property=\"og:description\" content=\"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/\" \/>\n<meta property=\"og:site_name\" content=\"Pat\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/patsrl\/\" \/>\n<meta property=\"article:published_time\" content=\"2021-05-18T12:24:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-09-06T12:30:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2021\/09\/conversazionale.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Silvia Beda\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Customer experience is conversational\" \/>\n<meta name=\"twitter:description\" content=\"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2021\/09\/conversazionale.jpg\" \/>\n<meta name=\"twitter:creator\" content=\"@patgroup\" \/>\n<meta name=\"twitter:site\" content=\"@patgroup\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Silvia Beda\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/\"},\"author\":{\"name\":\"Silvia Beda\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/cd7d99a8f93c5f45f7bdd9a15a57c130\"},\"headline\":\"Customer experience is conversational\",\"datePublished\":\"2021-05-18T12:24:22+00:00\",\"dateModified\":\"2021-09-06T12:30:38+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/\"},\"wordCount\":667,\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"keywords\":[\"Artificial Intelligence\",\"Customer Experience\",\"Direct Interaction\",\"Intelligenza Artificiale\",\"Machine Learning\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/\",\"url\":\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/\",\"name\":\"Customer experience is conversational - Pat\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/#website\"},\"datePublished\":\"2021-05-18T12:24:22+00:00\",\"dateModified\":\"2021-09-06T12:30:38+00:00\",\"description\":\"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.\",\"breadcrumb\":{\"@id\":\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/pat.eu\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer experience is conversational\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/pat.eu\/en\/#website\",\"url\":\"https:\/\/pat.eu\/en\/\",\"name\":\"Pat\",\"description\":\"Infinite Solutions\",\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/pat.eu\/en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/pat.eu\/en\/#organization\",\"name\":\"Pat Infinite Solutions\",\"url\":\"https:\/\/pat.eu\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png\",\"contentUrl\":\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png\",\"width\":181,\"height\":181,\"caption\":\"Pat Infinite Solutions\"},\"image\":{\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/patsrl\/\",\"https:\/\/twitter.com\/patgroup\",\"https:\/\/www.linkedin.com\/company\/pat-group\",\"https:\/\/www.youtube.com\/user\/patgroup\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/cd7d99a8f93c5f45f7bdd9a15a57c130\",\"name\":\"Silvia Beda\",\"sameAs\":[\"http:\/\/pat.eu\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer experience is conversational - Pat","description":"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/","og_locale":"en_US","og_type":"article","og_title":"Customer experience is conversational","og_description":"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.","og_url":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/","og_site_name":"Pat","article_publisher":"https:\/\/www.facebook.com\/patsrl\/","article_published_time":"2021-05-18T12:24:22+00:00","article_modified_time":"2021-09-06T12:30:38+00:00","og_image":[{"width":640,"height":360,"url":"https:\/\/pat.eu\/wp-content\/uploads\/2021\/09\/conversazionale.jpg","type":"image\/jpeg"}],"author":"Silvia Beda","twitter_card":"summary_large_image","twitter_title":"Customer experience is conversational","twitter_description":"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.","twitter_image":"https:\/\/pat.eu\/wp-content\/uploads\/2021\/09\/conversazionale.jpg","twitter_creator":"@patgroup","twitter_site":"@patgroup","twitter_misc":{"Written by":"Silvia Beda","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/#article","isPartOf":{"@id":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/"},"author":{"name":"Silvia Beda","@id":"https:\/\/pat.eu\/en\/#\/schema\/person\/cd7d99a8f93c5f45f7bdd9a15a57c130"},"headline":"Customer experience is conversational","datePublished":"2021-05-18T12:24:22+00:00","dateModified":"2021-09-06T12:30:38+00:00","mainEntityOfPage":{"@id":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/"},"wordCount":667,"publisher":{"@id":"https:\/\/pat.eu\/en\/#organization"},"keywords":["Artificial Intelligence","Customer Experience","Direct Interaction","Intelligenza Artificiale","Machine Learning"],"articleSection":["Blog"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/","url":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/","name":"Customer experience is conversational - Pat","isPartOf":{"@id":"https:\/\/pat.eu\/en\/#website"},"datePublished":"2021-05-18T12:24:22+00:00","dateModified":"2021-09-06T12:30:38+00:00","description":"To create a conversational experience, you first need to identify a digital strategy with technologies based on artificial intelligence.","breadcrumb":{"@id":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/pat.eu\/en\/2021\/customer-experience-is-conversational\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/pat.eu\/en\/"},{"@type":"ListItem","position":2,"name":"Customer experience is conversational"}]},{"@type":"WebSite","@id":"https:\/\/pat.eu\/en\/#website","url":"https:\/\/pat.eu\/en\/","name":"Pat","description":"Infinite Solutions","publisher":{"@id":"https:\/\/pat.eu\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/pat.eu\/en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/pat.eu\/en\/#organization","name":"Pat Infinite Solutions","url":"https:\/\/pat.eu\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/","url":"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png","contentUrl":"https:\/\/pat.eu\/wp-content\/uploads\/2022\/06\/PATZ_b-web-01-1.png","width":181,"height":181,"caption":"Pat Infinite Solutions"},"image":{"@id":"https:\/\/pat.eu\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/patsrl\/","https:\/\/twitter.com\/patgroup","https:\/\/www.linkedin.com\/company\/pat-group","https:\/\/www.youtube.com\/user\/patgroup"]},{"@type":"Person","@id":"https:\/\/pat.eu\/en\/#\/schema\/person\/cd7d99a8f93c5f45f7bdd9a15a57c130","name":"Silvia Beda","sameAs":["http:\/\/pat.eu"]}]}},"_links":{"self":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/posts\/19026"}],"collection":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/comments?post=19026"}],"version-history":[{"count":0,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/posts\/19026\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/media\/19033"}],"wp:attachment":[{"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/media?parent=19026"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/categories?post=19026"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pat.eu\/en\/wp-json\/wp\/v2\/tags?post=19026"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}