Pitney Bowes has launched what it calls its “first fast and adaptable chatbot platform”, called EngageOne Converse.
The company is generally known for providing businesses with process solutions which make the business more efficient through digitalisation.
The new chatbot is part of the EngageOne suite of customer engagement solutions.
Pitney Bowes describes Converse as an “intelligent self-service technology”, designed to integrate data and location information into leading messaging software to help support the 55% of consumers who currently welcome customer support through chatbots.
In today’s digital climate, businesses struggle to keep up with consumer demand for instant and accurate support, any time, says Pitney Bowes.
Consumers, especially millennials, demand messaging options. Unfortunately, less than half of businesses are using messaging platforms to communicate with their customers.
Bob Guidotti, EVP and president for software solutions, Pitney Bowes, says: “Six of the 10 most used applications today are messaging applications. Consumers have spoken, and they have a preferred communication channel.
“Today’s empowered consumer expects businesses to meet them where they are. Businesses must recognize this and integrate technology capabilities that allow them to have immediate, data-driven conversations with their customers. EngageOne Converse is making this possible.”
The company says EngageOne Coverse is “simplifying real-time communications for businesses to address this challenge”.
Using popular messaging platforms like Facebook Messenger, online web applications, or interactive PDFs for transactional documents, businesses can now automate conversations with customers to help them self-serve.
EngageOne Converse integrates with the wider portfolio of Pitney Bowes software and data, bringing additional functionality and possibilities to enhance the customer experience.
A text-based conversation with the chatbot can be upgraded with Interactive Personalized Video from EngageOne Video. Similarly, conversational experiences can be enhanced by location data, demographic data, and other Pitney Bowes data products.
Opus Trust Marketing’s acting CEO Rob Alonso says: “We’re using EngageOne Converse in two ways: firstly, for our own clients, so we can respond to them more effectively and dynamically.
“We can create engaging conversational experiences hosted on our website that direct our customers to the information they need, in real-time, answering queries on topics like epayslips, for example.
“Secondly, we’re extending our physical and digital product portfolio so our clients can offer EngageOne Converse to their own customers, helping them meet customer demand in an innovative and relevant way.
“Initial feedback has been overwhelmingly positive, and we love that Marketing and Customer Experience staff can make ongoing changes to the conversation in a few minutes, not days or weeks, without relying on an IT team or a third-party vendor.”