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Personalizing CX with Digital Video Assistants


While most companies already deploy voice-enabled or text-based chatbots, these solutions have quickly become commoditized and lack the human element. They are not able to provide a rich brand experience that engages a customer and builds loyalty.

One of the first challenges to create and deploy a video chatbot is the need for the business to anticipate every customer question or engagement, develop all of the responses, and then record all of the videos appropriate to each response. If a business is using chat, voice and video bots on three different platforms, it may need to replicate these efforts three times over. Leveraging an application that converges all three bot options into a single solution will shorten time to market and costs.  

Digital Video Assistants are a completely new way for business and service providers to interact with their customers. As such, another challenge is that the chatbot interfaces are not part of their normal customer engagement channels. Businesses will need to create new channels to interact with a potentially broad customer base, which adds complexity: their customers could be comprised of multiple generations that use different devices and applications. For cost effectiveness, businesses will need to deploy one solution that is accessible by every customer. 

Communications service providers can deploy these technologies for their business customers and upsell these capabilities. They can integrate the video chatbot application with their existing telephony infrastructure to process these voice and video media streams cost effectively and at scale. Service providers can generate new revenues by offering 1-800 numbers that can support Digital Video Assistants to call centers and businesses, adding more value to these numbers. Customers seeking support automatically are routed to the video chatbots when they dial a supported number from a 4G/LTE or 5G smartphone. 

Win and keep customers

Consumers today have global access to any business and to any brand. They regularly use digital channels to stay informed and make decisions. To win and keep customers, competitive businesses must find new and creative ways to engage buyers with a positive experience that:

  • Boosts brand value with enhanced video-based customer experience
  • Lowers support costs and improves agent productivity
  • Increases customer stickiness and customer loyalty
  • Expands global reach without heavy investments

While most companies already deploy voice-enabled or text-based chatbots, these solutions have quickly become commoditized and lack the human element. They are not able to provide a rich brand experience that engages a customer and builds loyalty. By using Digital Video Assistants, companies are adding the personal touch back into the customer experience and can ensure that their brand’s tonality is maintained throughout the engagement. In addition, they have tools that ensure better customer service and support overall.

One of Asia’s largest Tier-1 service providers has already launched a digital video assistant service to empower its business customers of all sizes to conduct their business more efficiently.

Today’s technologies provide the tools that can control and improve the digital customer experience without sacrificing the personal touch or breaking the bank. Video Digital Assistants bots can bring personal service back to customer service. 



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