How is Artificial Intelligence reshaping OmniChannel Strategies?

The digital transformation is knocking at the door of many businesses. The world is going completely into the digital era and statistical reports from several companies support this.

The GSMA, representing the worldwide mobile communications industry, had studied Mobile Economy Asia Pacific 2020. They said that “At the end of 2019,2.8 billion people in the Asia Pacific subscribed to mobile services, accounting for 66% of the population. With nearly 500 million new subscribers added since 2014. Meanwhile, the connectivity gap is closing. Over the next six years, 663 million people across the Asia Pacific will start using mobile internet for the first time, bringing the total number of mobile internet users in the region to around 2.7 billion by 2025 (61% of the population).”

Bain & Company, a global consultancy, reported that “During 2014 to 2019, online e-commerce penetration grew from 9 percent to 19 percent in the Asia Pacific while rising from 6 percent to 11 percent in the rest of the world.”

Customers’ shopping and searching experience had continuously changed after the internet was introduced to the world. E-commerce shifts customers’ brand loyalty to a lower rate. Customers moving to new products and services in just a second. The question is

How does a business survive in this digital disruption?

In this case, OmniChannel is the best marketing strategy for this new era. Being customer-centric is fundamental to create a positive relationship between companies and customers. Omnichannel offers a seamless sales and service experience throughout an entire consumer journey. This includes through in-stores, website, via phone, and over other online, mobile, and social applications.

For example, a customer can see your advertisement via billboard, browsing your website from a desktop, tablet, or mobile device or downloading your company’s application, calling your office by phone or sending inquiries via email or visit your in-store, making a purchase via in-stores point of sale, phone, agents, website or mobile application. Therefore, OmniChannel is a 360 degrees tool to help companies generate sales while communicating with customers in all contact points.

Nowadays, the world of technology is running into Artificial Intelligence (AI) which business must include this innovative technology in their Omnichannel strategy.

What types of Artificial Intelligence (AI) can be used for the OmniChannel strategy?

1). Chatbot is a genius technology that realistically simulates how humans speak or text as a conversational partner.

The chatbot is the next future for the company to broadcast its advertisement, announcement, communicate about existing products and new products and also generate human-like conversation to answer all questions and inquiries from customers through the website, mobile application or free public application ex. LINE application on 24 hours, 7days a week.

Chatbot has been designed to be flexible and it could develop more features depending on preference.

2). Optical Character Recognition (OCR) is an electronic conversion of scanned images of handwritten, typed, or printed text into a machine-readable, digital data format.

Imagined, you would like to enroll in health insurance with company A via a mobile application, you are ready to register with your personal information and you are typing your personal data. One by one follow question boxes, you answer all the questions, you submit them, but it shows an error you must correct. This consumes time and effort to identify an error. You might get upset and you may try to correct the data once if you still could not go through the process, you might cancel and not buy health insurance with this company again. But if company A has OCR technology, you could capture your personal data by taking a photo of your ID/RP card or passport, OCR will immediately fill print text, photo, and signature into boxes just in 1 second.

OCR eliminates human errors and makes it convenient for your clients.

In conclusion, Artificial intelligence (AI) has become an A-List technology that all businesses must implement on OmniChannel marketing strategy. Partnering with a technology expert to create your own Chatbot and Optical Character Recognition (OCR) will help you generate extra revenue with cost-effectiveness.

by Arisa D. AppMan Team


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