Why Conversational AI Automation is the game-changer your business needs right now

Imagine your customer reaching out to you at 6PM only to find a ‘we will get back to you’ message. We live in a world where the customer will no longer wait for you to get back. They are scrolling down on their phone for the next business. People demand instant response! They need immediate solution to their need. Gone are the days of hold music and voicemails.

For businesses where customers have options, TeleHealth and Physical Clinics, the stakes are even higher. Customers (Patients) are not just seeking treatment. They are seeking an experience. They need guidance in a complex eco-system. They need to talk to someone who can understand them, empathize with them and guide them. They need communication that feels as personal and attentive as their in-person visit.

This is where Conversational AI delivered by 24×7 Customer comes in.

92% of CRM Leaders say AI Improved Customer Service Response Times
- Hubspot

Conversational AI offers a fundamental shift, not a standard upgrade. Conversational AI allows clinics to engage more patients then ever before (Digital advertisement) while simultaneously delivering faster, smarter and personalized customer support at scale. But this is what makes this truly powerful.

Why Healthcare organizations cannot ignore customer engagement automation

Depending on traditional manual customer support is a hard CTRL+ALT+DELETE to swallow in the Conversational AI world. While your customer support is typing away, your customers are clicking away – personalized service, instant answers.

Manual support does not work anymore for these reasons:

• Slow Speed of Service: Our benchmarks show that manual customer service takes on an average 5.9 minutes to respond to a customer manually on routine inquiries. Compare that to milli-seconds with Conversational AI. 24×7 Customer findings are reinforced in HubSpot’s 2024 state of service report, which states that 86% of CRM leaders believe that AI-powered chatbots resolve routine inquiries faster than human service reps.
• It is Expensive: Employee Turnover, New employee onboarding, lunch breaks – need we say more?
• It is Not Scalable: You cannot have Joe DiMaggio batting all 9 positions, your best agent can’t be responding all the time.

87% of support teams say that customer experienced YoY growth in 2024. 2/3rd teams attributed this to to AI
-- Intercom CX Trends 2024

According to Hubspot’s 2024 Customer Trend Report, 84% customers want more personalization, and 78% prefer self-service tools, faster resolution, omni channel support and lower first time to response. Conversational AI enables organizations to deliver customer service with ultra low response latencies, at scale with lost costs because it is able to:

• 24×7 Availability – Conversational AI applications such as 24x7Customer.com are delivered as SaaS and are available round the clock
• Response Latencies – AI systems reply instantly while customers are actively engaged, providing answers within seconds when customers are most ready to receive them.
• Ultra High Scalability – Conversational AI applications are designed to scale as customer engagement increases.

This is why Automation Customer Engagement is important for your business. If you are looking to keep customers engaged with your business, lower costs and drive more revenue, leveraging Conversational AI is mission-critical.

Continuous Improvement: Metric Driven and Smarter Every Day

In order to provide strong ROI, Conversational AI systems such as 24x7Customer.com evolve every day by implementing

• Feedback Loop – Conversational AI applications provide instant feedback signals to your business whether it is in the context of marketing promotions or customer sentiment.
• Human Engagement – Platforms such as 24x7Customer.com are designed for organization to observe customer engagement metrics and provide signals to drive automated improvements.

Data Driven Optimization

Conversational AI system generates treasure trove of data from real customer engagement. This data can be leveraged to gain insights that drive business forward. Here are some examples that we have seen our clients use to drive their business forward:

• Increase Conversion Rates: What is the most popular day in the year when customers look for weight loss medication? The day after Christmas!! – Our informed customer leveraged this insight to launch a strategic promotion and used 24x7Customer.com’s Conversational AI platform to seamlessly integrate promotional messaging into customer conversations, resulting in 20% higher conversion rates during this high-demand period.
• Optimize Marketing Spend: How much of your advertising budget is generating quality leads? Our client used 24x7Customer.com’s Conversational AI platform to analyze customer sentiment during interactions and connected these insights back to specific lead-generation ads. This data-driven approach helped 24x7Customer.com’s client establish continuous ad spend optimization based on sentiment data, reducing ad spend by 30% while maintaining the same lead volume.
• Identifying Trends: Which parts of your company documentation or business policies generate the most customer confusion? Our clients have used the Conversational AI platform to analyze patterns in customer inquiries, pinpointing specific documentation areas that consistently triggered support questions. This insight enabled them to proactively revise unclear content, resulting in a 25% reduction in documentation-related support queries.
• Identify Product Gaps: Does your customer engagement platform tell you the missing products or product features that customers are asking about? Our customers, leverage the power of 24x7Customer.com platform to identify gaps to create product offerings that have customer demand.

With our fully generative, omni-channel customer engagement platform, you can extract intelligence that help optimize your business. You can identify and prioritize product improvements, predict and prevent churn, and uncover upsell and cross-sell opportunities and optimize the AI agent’s own performance over time.

Personalization – No longer nice to have

Remember the days where you used to take the generic medicine that everyone else used to take? How about the days where your customer had a special request last time they visited your business? Conversational AI platform such as 24x7Customer.com are designed to handle deliver personalization at scale!! Conversational AI platforms can adapt and continue the discussion towards a defined CTA depending on where customer is in their buying journey.

North American Consumers are willing to spend 34% more on brands that use their preferred communication channels - Twilio 2024 Consumer Preference Report

If you’re not using Conversational AI to engage your customer service right now, you’re already behind. Customers are not sitting around waiting for your organization to catch up – they’re expecting INSTANT, ON-POINT service 24×7. This isn’t some “nice to have” anymore. This is the MINIMUM to stay in the game.