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Personalizing CX with Digital Video Assistants


There are multiple challenges associated with delivering automated interactions, whether voice, chat, or video. These include time to market, cost of development, and the ability to add intelligence to the interaction to deliver the correct response every time.

Delivering Personalized Touch
with Automated Human Interaction

Chatbots, natural language processing, and other automation technologies are enabling businesses to achieve cost-effective scalability and agility in order to respond in real time. The problem is that they lack the human touch in providing a personalized customer experience. Video-based digital engagements can create a more intimate experience for customer service, sales, and engagement, but they need to be able to be deployed with the same cost effectiveness, scalability, and real-time agility as automated chatbots.

Video Digital Assistant bots can enhance and build customer engagement programs with interactive and short video messages. They can take on many roles for the customer such as brand ambassadors, subject matter experts, sales professionals, and of course, customer service agents. The video bots can provide five key capabilities that can grow a brand and improve customer engagement, including:

1. Personalized Engagement

Video with a human response provides a richer, deeper and more personalized interaction that can help create excitement and trust to attract and retain customers.

2. Perfect Message Control

Businesses want to have control over their messages. Video Digital Assistants can cost-effectively deliver a consistent and company-approved message, eliminating the possibility that a customer service representative goes off-script during a call or makes statements that are no longer valid.

3. Always Available

Personalized video messages can be delivered anytime, anyplace 24/7, building trust with customers that they will always have access to customer support.

4. Unlimited Call Support

Chatbots have already proven their ability to scale and support simultaneous sessions with multiple customers. By adding video, the interaction can become more engaging for the customer.

5. Intelligent Learning

AI-based video bots can expand their understanding of questions and interactions to continuously improve and ensure better future engagements with customers.

Businesses that deploy Digital Video Assistant bots enable their customers to interact with dynamic and engaging personalities as they deliver targeted messages with the right intent. They can support a broad range of interactive services such as coupon boosts, quiz capabilities, and campaign boosts for brand engagement and loyalty.

Overcoming the Challenges

There are multiple challenges associated with delivering automated interactions, whether voice, chat, or video. These include time to market, cost of development, and the ability to add intelligence to the interaction to deliver the correct response every time.



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