How to Use AI for Better Customer Experiences
Mindsay is a conversational AI platform that enables businesses to provide better customer experiences with its industry-leading chatbot software.
Their goal is to build instant, personalized customer experiences with AI-powered technologies. And the best part? Users don’t need to be AI experts. Mindsay promises that business users can harness the full power of their natural language processing (NLP) and AI technology without any training.
We spoke with Mindsay Marketing and Acquisition Manager James Eisner to learn more.
In a single sentence or statement, describe your company.
We help companies offer simpler, more efficient customer experiences with the perfect union of conversational AI and process automation.
How does your company use artificial intelligence in its products?
Our bots rely on proprietary NLP technology and powerful deep learning and machine learning algorithms to automate customer service and sales processes.
What are the primary marketing use cases for your AI-powered solutions?
We have over 2,000 industry-specific use cases. For example, we help ecommerce companies push related products, travel companies to sell ancillaries, insurance companies to provide quotes, banks to offer credit cards, telecoms to suggest plan upgrades, and utility companies to schedule service appointments.
What makes your AI-powered solution smarter than traditional approaches and products?
We take an ROI-based approach to ensure that our customers improve their customer satisfaction and reduce their operating costs. Our bots are focused on solving customer requests without an agent. If a customer does need help from a human, the bot efficiently routes the request to an agent who can seamlessly enter the conversation.
Are there any minimum requirements for marketers to get value out of your AI-powered technology? (e.g. data, list size, etc.)
Companies need to have a sufficient volume of customer requests to make our solution cost-effective for them.
Who are your ideal customers in terms of company size and industries?
Mindsay is best suited for large to mid-sized companies in the banking, insurance, telecom, travel, retail, and utility industries.
What do you see as the limitations of AI as it exists today?
Bots are a fantastic tool to complement your customer service team, not replace it. As it stands, AI is most effective when it's focused on solving high-volume, basic use cases rather than attempting to solve every possible request. That said, technology is getting better which allows is allowing us to solve more complex marketing use cases.
What do you see as the future potential of AI in marketing?
We see AI acting as a customer service tool that will deflect an increasing number of requests from the support team. While it’s unlikely that AI will fully replace human agents in the immediate future, it will continue to improve and resolve a higher proportion of requests without human assistance. In the end, that will allow companies to operate more cost-effective customer service teams without sacrificing quality.
Any other thoughts on AI in marketing, or advice for marketers who are just starting with AI?
The key thing to understand about AI (as it stands right now) is that it's best at handling specific tasks or issues. Trying to design an AI-powered tool that does everything and anything will only lead to wasted time and resources. Instead, concentrate on simple, time-consuming manual tasks. When focused on tasks like these, AI is extremely effective at automating many processes that were bogging down your team.
About Paul Roetzer
Paul Roetzer (@paulroetzer) is founder and CEO of PR 20/20, author of The Marketing Performance Blueprint and The Marketing Agency Blueprint, and creator of The Marketing Artificial Intelligence Institute and Marketing Score. Full bio.