Episode 104January 6, 2023

Chatbot and the Future of Conversational Intelligence: Sonny Patel

0:00--:--

Show notes

Chatbots are becoming more popular to serve the needs of customers and answer their questions, but the AI is making chatbots smarter and more valuable. On this episode of Marketing Spark, Liverperson's Sonny Patel's talks about the future conversational inteligence and how companies can use it to drive marketing and sales.

Key takeaways

Inserting a first name into an otherwise identical message isn't real personalization. A two-way conversation lets a brand learn preferences by asking directly and by reading signals during the chat.
Consent-based personalization during a conversation avoids the unease people feel about being followed by cookies, and the brand hears right away whether the person liked it.
Many so-called conversational AI companies mainly build basic chatbots that answer FAQs. A better setup measures conversations, finds where the bot fails, and sends complicated cases to a human.
Conversations can be measured on four areas: consumer effort, consumer emotion, brand efficiency, and brand effectiveness. The next step is having the AI recommend actions, not just report numbers.
AI is still early. Voice assistants like Alexa haven't become the engaging conversational partners once imagined, and most people use them for commands such as playing music or switching lights.

← Previous episodeFor B2B SaaS Companies, Podcasts are a No-Brainer: Jeremy Shere Next episode →Using Customer Intelligence to Retain Customers: Mike Diaz

Tell me what's going on with your marketing.

You'll leave the call with an honest read on what to fix first, whether or not we work together.

Get in touch→

or email me at

mark@markevans.ca