Hear what Gerry Soler. our Head of Product Management has to say on how we are Transforming Communication for Diverse Users with AI and CPaaS.

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How do you define the importance of inclusive innovation in technology?

@Gerry: "Inclusive innovation is key in ensuring that any new product or service that is introduced to the market is something that benefits more individuals and segments. It should focus on ease of adoption and it being relevant to as many people as possible, regardless of their background, profile, or stature. It’s about delivering empowerment to more people to improve their overall quality of life. "

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How does AI-powered CPaaS contribute to inclusivity in communication?

@Gerry: "A business well versed in leveraging AI capabilities can use it to survey their customer data, and couple this with analyzing how they communicate and engage with them. This can include looking at not just what they respond, but also how they respond - things like the language or words used in those responses. This can then help formulate profiles and cohorts to develop communication and engagement campaigns that target individuals with similar sentiments, needs and or interests, and in turn, reach a bigger or wider audience. As AI capabilities continue to develop, the possibilities continue to grow in terms of how we can maximize the reach of CPaaS, and be more purposeful in communicating to larger markets and segments. "   

How can leveraging AI in CPaaS deliver personalized communication experiences?

@Gerry: "There are several ways that businesses can leverage AI to enhance how they use CPaaS to communicate with their customers. For example, It can be used to help identify the audiences you wish to engage with based on a defined profile or segment. AI can also do sentiment and intent analysis based on how people interact with their business. It can also help design and orchestrate an engagement journey with them and provide relevant information on solutions they may be seeking. AI has many capabilities and businesses just need to see how they can use and leverage it to complement the reach that CPaaS can deliver."

How can communication methods be customized to cater to individual preferences and needs using CPaaS?

@Gerry: "People prefer different ways to communicate. This preference can be driven by many things - availability/access, affordability, ease of use, or familiarity - it’s simply what they are comfortable with. Some will engage via the old reliable SMS, while others are skewed to digital or social media apps such as FB Messenger. Then there are the more savvy individuals who are everywhere and use multiple modes of communication.

CPaaS allows businesses to connect with their customers given the many channels made available to them. It allows them the flexibility to decide how to best reach their customers. This will rely of course on how well they know their customers - how they behave, what platforms they are on, etc. CPaaS solutions also allow a business to choose how to engage depending on the type of message they want to put across. For example, if they want to send something quick like a short service advisory, they can use SMS for this - it’s fast, reliable and pervasive in terms of reach. But if they wish to  communicate richer and more engaging content, using Viber or FB Messenger might be the better option."

Can you provide examples of personalized customer service and support through CPaaS?

@Gerry: "A good example would be in the retail industry. CPaaS allows brick and mortar retailers to extend their reach, allowing them to engage markets beyond the confines of their physical storefronts. It also allows smaller or start up businesses to establish themselves quickly with a strong online presence. In both cases, it allows them to meet consumers on their favorite communication channels. And coupled with good use of AI to analyze their customer base, their behaviors and spending habits, they can craft personalized campaigns and promotions to specific profiles. From a customer support standpoint, CPaaS can provide info and assistance in a moment's notice via auto replies and even real time notifications such as delivery or shipment updates. And CPaaS is typically a very fast and efficient way to communicate all of these."

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How does Hummingbrd integrate personalized communication, customized methods, and effective customer service to enhance user engagement and satisfaction?

@Gerry: "Customers seek assistance for their concerns and needs across multiple channels. This is usually driven by their desire to get the quickest response possible to address those needs."

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Hummingbird helps businesses’ streamline how they communicate with their customers across multiple communication channels. It provides a single view of a customer’s engagements and enables a business’s ability to deliver an efficient and streamlined communications approach, that in turn improves the overall experience between businesses and their customers on a personal level.

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About the writer:

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‍Gerry Soler

m360, Head of Product Management

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Gerry brings over 15 years of expertise in product management and marketing. With a robust background in brand marketing, project management, product development, and market research, Gerry has successfully led initiatives in acquisition and usage, events management, advertising, and media. His comprehensive experience and strategic vision drive the innovation and growth of our products.

Gerry is the Head of Product Management where he oversees the strategy, development, and lifecycle of our products, ensuring they meet market needs and drive business growth.

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