Advancements in smartphones, AI, and IoT are reshaping where and how customers interact with the products and brands they love. Adopting these technologies can help businesses deliver the unique, VIP-like experiences customers not only want, but expect, writes, Joerg Habermeier, Head of Product, UJET. The smartphone has changed the way we interact with brands, products, and even people. The smartphone got its start as simply a phone, but over time, it has adopted a plethora of capabilities and evolved into a super computer in the palm of your hand. There’s no question that smartphones have changed our lives and day-to-day interactions, so it should come as no surprise that smartphones are playing a vital role in shaping the experience and expectations of the products and services that we love. In fact, according to the 2017 State of Global Customer Service Report, Microsoft found that more than half (52 percent) of respondents in the U.S. already had a more favorable view of brands that offer mobile-responsive customer support. And the shift towards mobile is only going to continue. In a recent study , Salesforce found that two thirds of Millenials and Gen-Zers have identified mobile apps as their preferred channel when communicating with companies. As customers continue to shift towards a mobile-first experience and set their eyes towards other emerging technologies such as the Internet-of-Things (IoT) and connected devices, companies who are able to infuse intelligent automation into their mobile experience will be able to deliver a unique, personalized, and VIP-like level of customer service that will truly make them stand out. Also Read: Mobile Personalization: How to Turn Expectations Into Opportunities Intelligent Automation and the Smartphone You get in your car ready to hit the road. You input your destination into Google Maps and are instantly given a list of the quickest and most convenient routes to take. After selecting your route you open Spotify and select a playlist that has been created specifically for you based on your music you listen to. This is all possible because of intelligent automation and AI. The fact is, AI is no longer a futuristic concept, it is a core part of many of our daily interactions. As advancements in areas such as cloud computing, natural language processing (NLP), and deep learning, continue, the implementation of AI into smartphones and mobile apps will dramatically increase. For example, Microsoft’s Seeing AI, an intelligent camera app using computer vision to help blind and visually impaired people better understand their surroundings by reading out loud documents, text, describing people, surroundings, even identifying currency. Plume Labs developed an app that uses machine learning and atmospheric sciences to give real-time forecasts of air quality data. With the capabilities of smartphones and apps rising, so to are the expectations from end-users. Soon, implementing AI and automation capabilities into smartphones and mobile apps will be a necessity in order to deliver customer experiences at the highest level. The Emergence of IoT and Smart Devices You’ve heard the name and […]
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