IA: From customization to customer needs prediction

Client expectations are upsetting businesses: 72% of managers make it their transformation priority[1]. Only artificial intelligence has the power to analyze, understand, exploit millions of simultaneous customer interactions. Proactivity, automation, prediction are the keys to the increased customer journey, according to Adrien Gaudez, director of innovation at hipto.

[1]https://www.actionco.fr/Thematique/strategie-commerciale-1218/Breves/La-generation-de-leads-priorite-des-directeurs-commerciaux-en-2024-460201.htm

Adapting the route to each user: the promise of the AI

«Our goal is to develop a customer path adapted to the different communication channels"The strategy of d'hipto has become a simple one," explains Adrien Gaudez.chatbotThe collection of information to a more global approach to customer experience. It is inspired by physical stores, where each conversation adapts naturally to the customer.

In the AI era,hyper customizations---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

• An omnichannel relationship: telephone call or video conferencing (technical accompaniment: fibre installation, for example), WhatsApp or Messenger, popular among young people, online chat solutions (written interactions with brands). hipto develops innovative solutions such as voice IA, whose quality has improved over the last six months. It is exploited at night, at night, when advisors are unavailable.

• A proactive vision of the customer relationship: beyond simple data collection, hipto manages the entire prospect path, from the initial qualification of leads to the contact. hipto develops the Reachable leads system. Thanks to exclusive d的IA technology and a base of more than 12 million leads, hipto analyses the contact habits of prospectes and identifies the optimal moments to reach them.

Automatizing know-how: the new Grail of advertisers

The algorithms ofmachine learningdetect low-intention to buy signalsthrough behavioral analysis to trigger the right message at the right time. Via navigation analysis, time spent on the product pages, the number of recent visits, the AI identifies hot prospects. It then sends them a personalized offer.

L-IA promotesdynamic optimization of the routesbased on the appetite (contents, offers,Incentives, channels, etc.) to maximize the rates of transformation. The stake here is that of "smart routing».

The automation of time-consuming activitiesAt hipto, the use of AI as part of the appointment process boosts the productivity of the teams by 25%.

Predictions of customer behaviour: a course for anticipation

The d'hipto vision ofprediction of needshipto seeks to go beyond the simple response to an immediate need to adopt a more proactive approach.

The prediction extends torelated needs. Beyond the original product, the objective is to anticipate the customer's other potential needs. This may be the subscription of an energy contract, pet insurance or other complementary services.

Thepersonalisation according to ageThe Commission has also proposed that the Commission should take a more active approach to the issue of the definition of the term 'reinsurance'.

Adrien Gaudez imagines afuture where all interactions will be unique: «Our ambition is that every user who exchanges with our chatbot will experience a customised experienceThe approach is inspired by the traditional store experience. The seller adapts his speech, his tone, his presentation of the products according to the customer in front of him. The goal dTranslating the natural customization of physical commerce into the digital world.

In an environment where attention is constantly captured, artificial intelligence targets potential customers at the right time, with the right offers. Using algorithms to analyze purchasing behaviors, browsing history allows for very wide-scale customization.

The 3 key points to remember:

• Artificial intelligence adjusts messages, content according to user preferences, on all channels.

• Automation makes the business process more efficient by detecting buying opportunities, but also by forecasting sales.

• AI's predictive capabilities anticipate customer behaviour.