Conversational Personalization: Future of Business-to- Consumer Relationships

Last week i received one surprise gift which was in my wishlist from past one year. I was thinking who could be the possible sender and after giving some deep thoughts and small investigation, I found that it is my close friend with whom i have shared my wishlist during one of our conversation.

Now just think from consumer perspective.You called a business and they remember you and your preferences based on your past interactions with them, predicts your behavior without asking your details again

Wouldn't it be nice if you didn't have to have same conversation with business every time you interacted with it?

Billion dollar question: Is it feasible with current technology?

Answer is Yes

With advances in technology it is possible to dynamically analyze conversations, save customer choices and preferences and create new experience based on those choices.

Chatbots can be used to have human like daily conversations with customers and learn about them through these conversation

Data collected through bots will be different from all other information as it will be concrete and voluntary. Unlike surveys this data is natural - it comes through natural flow of conversation.

This data can be used by business to understand the decision their users are making in conversation with their brand and take action based upon that insight, helps to understand preference of their users and deliver accordingly.

This is just a one step toward problem of conversational personalization. Many more to come.... Stay tuned in...