Video customer communications specialist Bakstage.AI has announced the integration of an IBM AI solution that will help "inject even more personalization" into companies’ digital CX offerings.
The watsonx.AI will be embedded within Bakstage’s existing platform – providing sales specialists and customer service professionals with real-time and post-conversation insights.
In addition, AI Sales Assist – Bakstage's AI-powered 1:1 video concierge service – will now enable companies to tailor each individual customer interaction.
Enhanced by watsonx.ai, the tool promises detailed customer journey insights, AI-generated call summaries, agent feedback, and sentiment analysis – helping to "shift interactions from static, one-size-fits-all customer experiences to modern, dynamic and hyper-personalized engagements."
In discussing the partnership, Preet Raj – CTO and Co-Founder of Bakstage.AI – detailed the sectors in which he believes the solution will be most effective:
These features can be especially valuable to companies within the B2B SaaS, retail, financial services and insurance industries that manage complex customer inquiries in multiple languages and industry use cases.
Let’s take a closer look at Bakstage’s solution and unpack how it plans on delivering on its "hyper-personalized" promise.
The Power of Personalization
The AI Sales Assist enables online customers to engage in 1:1 live video calls with either a sales representative or an in-store specialist directly on the website.
Moreover, the solution can handle intricate queries and requests instantly by utilizing AI to search through product catalogs and locate precisely what the customer needs.
So, where does the personalization come in?
First and foremost, Bakstage was keen to highlight the importance of leveraging AI in a responsible manner, with IBM’s "strong AI guardrails" and “governance framework” outlined as major benefits of the partnership.
The sentiment analysis feature is also essential to the personalization process, as it offers specific insights into how to respond to each customer – helping to enhance the overall CX.
