One key to making your customers feel like they’re not just a nameless, faceless number is the ability to personalize their experiences, make them relevant, and suit their preferences. For our avatars, a primary way our avatars accomplish that is through contextual awareness.
Knowing why a user is likely seeking help, what information they’ve sought in the past, and what elements – such as location – are relevant to them can make an interaction with the avatar more efficient and ultimately more satisfying for the customer.
Sometimes context and customer insights come from detecting what the customer has done on the site or what they’ve been asking the avatar. Integrating the avatar with internal systems or third-party tools can add to the personalization so the avatar can deliver highly relevant information.
Say, for example, you’re a property insurance company. By integrating with customer records, we can see that a customer lives in Florida but doesn’t have a flood rider on their homeowners policy. By integrating with a third-party weather API, we can see that the area is under the threat of severe weather in the days ahead. This information can trigger the avatar to make the user aware that they might want this coverage that they don’t yet have and guide them on how to add it to their policy.
The use cases for this type of integrated personalization are endless. But by combining information you have available about a customer with the power of a trusted advisory avatar, customers needs can be better served, both proactively and responsively.
No one wants to repeat themselves or reintroduce themselves to someone they’ve already “met.” Our avatars are capable of basic or complex memory functions that can help customers develop relationships with your company.
Simple memory functions might entail using client-side identifiers to determine if someone has engaged with the avatar previously. More complex memory functions can be built from integrations where interactions are written to a customer record and are retrievable by the avatar in subsequent conversations.
For example, if the user is logged into the site, and that user has a record in the company CRM of the issue last addressed by the avatar, the conversation can begin with a question asking if the user is satisfied with the result of that specific issue resolution. The customer feels less anonymous and more willing to engage in the future.