Successful customer engagement becomes more challenging all the time, thanks to increasing customer expectations as well as an expanding portfolio of channels through which customers want to engage.
That said, customer engagement platform provider Emplifi recently announced new Summer 2023 updates to its solution, including more advanced automation, expanded generative AI support, commerce innovation, integrated social customer care and other capabilities. The new features were added to better enable brands to connect with, convert and care for the modern consumer across digital channels.
New 2023 features include Emplifi Care, which was designed to help organizations respond immediately and proactively to incoming customer requests, inquiries or feedback on social media, and Emplifi Publisher to help teams keep pace with ongoing velocity of content creation and delivery. In addition, Emplifi Knowledge now supports generative AI, giving authors the ability to create topic-specific question variations to streamline knowledge base management while helping agents and consumers ask and receive answers to simple or complex questions high degrees of accuracy.
The new additions also give an additional boost to e-commerce capabilities, and feature Emplifi Influencers with expanded capabilities to help brands better tell their story (and drive increased conversion and revenue), as well as Emplifi UGC to harness authentic, customer-generated content for brand storytelling, enhancing relatability, engagement and conversions. Finally, Emplifi Ratings and Reviews help brands showcase both as a means to influence purchasing decisions (given that consumers today outrank ratings and reviews over price, return policy and shipping costs). New features include syndicated review subdimensions, shopper profile attributes, rating-only reviews and review responses to provide brands with more insights into buyers and product success.
“Our most recent advancements incorporate a powerful blend of automation, foundational and generative AI, rule-based decision-making, intelligent routing, CX analytics, and integrated care within our suite of marketing, commerce, and service solutions”, said Emplifi Chief Technology Officer Todd McCaslin. “These innovations are designed to enhance operational efficiency, drive revenue growth, and ensure unparalleled customer experiences across dynamic digital and social platforms."
Edited by
Alex Passett
