Intelligent messaging is at the forefront of innovation, enabling brands to anticipate and meet customer needs with unprecedented precision. Find out how companies are leveraging it…
The line between human and machine interaction is a blur, and the bar for 1:1 personalised experiences continues to rise.
Today’s shoppers and everyday consumers are not merely passive recipients of marketing messages; they are active participants in the brand conversation. As technology advances, so do customer expectations, pushing brands to innovate and adapt at a blistering pace.
The future lies in hyper-personalised, seamless interactions that not only meet but anticipate customer needs. This shift is redefining how brands and businesses, both enterprises and SMBs, are relentlessly pursuing more meaningful, efficient, and joyful customer experiences.
Meeting Modern Customer Expectations
Consumers are seeking more than websites and business apps: 76% are frustrated with impersonal experiences and 90% of consumers want brands to interact with them in preferred channels – SMS, social media, or chat apps.
- 61% of customers say messaging is the easiest, most convenient way to contact a business.
- 70% of customers expect to message businesses more with customer service questions.
- 59% of customers expect to use messaging more to make purchases.
- 68% of customers expect messaging will create better customer experiences.
Also Read: Tech Innovation Can Create Responsive CX in the Loan Industry
Simple Experiences Drive Growth
According to Meta, over 1 billion people message a business on Meta’s platforms weekly yet 50 million messages go unanswered by brands.
Over $402 billion a year is left on the table by companies that fail to provide simple experiences to their consumers. Plus, customers who feel emotionally connected and have positive experiences are likely to spend 140% more than those who don’t.
Revolutionising 1:1 Conversations
Intelligent Messaging is revolutionising the way brands interact with consumers, offering seamless AI-powered conversations across the customer journey. From in-store scans to voice commands and chat, Intelligent Messaging ensures every touchpoint is personalised, creating a cohesive journey from product discovery to brand loyalty.
Intelligent Messaging leverages existing, brand-approved content to provide AI-powered product advice, product selection, and purchase that can be accessed from almost any media imaginable – scanning an out-of-home ad or product on a shelf, using voice or chat for product recommendations or 24/7 customer care— the future of connected 1:1 experiences is happening today.
Also Read: The Metric that Links Martech to Business Value
Campaigns to Conversations
The JCP GiftBot was created to be the ultimate holiday gift-giving companion on Meta’s messaging platforms. Using Intelligent Messaging, the JCP GiftBot generates personalised recommendations for shoppers’ friends and loved ones based on product rating, interest, price, and more.
The JCP GiftBot integrates media and CRM through Click-to-Message ads on Facebook and Instagram, coupled with opt-in messaging that allows JCPenney to extend the engagement through recurring notifications and customised offers to GiftBot shoppers.
Deploying first-to-market technology, an audience-first approach, and a mix of paid media and CRM activities allowed JCPenney to bridge the gap between the physical and digital world by bringing the store associate to life on a digital platform.
95% of all conversations came from people who messaged JCPenney for the first time A 3.8x higher conversion rate vs. BAU campaigns during the same period 30% average opt-in rate to future communications by participants who messaged JCPenney for the first time.
Connected Concierge
William Grant & Sons’s “Glenfiddich Guide” aims to break down perceived complexity in the scotch whiskey category. It gives unfamiliar shoppers an easy AI-powered tool to recommend the perfect Glenfiddich tailored to their occasion, tastes, and preferences. Whiskey enthusiasts can also find a new Glenfiddich variant to enjoy, along with food pairings based on their stated preferences.
The web-friendly experience can be accessed from almost any media imaginable. Through a multimodal experience, Glenfiddich novices and enthusiasts have the ability to text their queries or snap a picture of their Glenfiddich of choice to learn more. AI-powered responses leverage existing Glenfiddich brand-approved content in a 1:1 conversational way.
The Glenfiddich Guide generated a 70% engagement rate, proving the appetite for innovative, personalised 1:1 experiences.
Also Read: The Subscription Model is A Game of Balance
Personality to Personalisation
Brands can bring personality to personalisation with AI-powered virtual agents serving as brand ambassadors, virtual sales associates, customer service representatives– all custom-designed based on a brand’s fans and brand personality with human-like interactions providing product advice, how-to’s, and customer care anytime, anywhere 24/7.
Dentsu NXT Space, designed for rapidly realising the future of AI, 3D spatial environments, and everyday tech tools in collaboration with Microsoft, LinkedIn, and HeadOffice.space is guided by a virtual ambassador, “Neva.”
Neva combines the power of Inworld’s AI dialogue and character creation tool, Unreal Engine’s MetaHuman creator framework and Microsoft AI-powered Text to speech, a capability within Azure Cognitive Services, part of the Azure AI platform, that converts text to lifelike speech across 400 neural voices across 140 languages and variants.
Neva enables brands to explore new ways to connect with consumers through product education, entertainment, and purchase. It also offers ways to drive registrations, in-store traffic, sampling, and sales via custom product launches and personalised shopping experiences.
Conversations & Connections Accessible On Your Favorite Devices
For everyday shoppers and consumers, Meta AI is one of the world’s leading AI assistants, available on your phone for free viae Facebook, Instagram, WhatsApp, and Messenger to get things done, learn, create, and connect with the things that matter to you.
Meta Ray-Bans enthusiasts will appreciate that their smart glasses keep them informed of incoming calls and messages from Messenger, WhatsApp, and both iPhone and Android devices. Meanwhile, Oculus fans can dive into a virtual reality experience, using WhatsApp in VR to send messages, reply, and make calls just as effortlessly as on a smartphone.
Microsoft recently introduced the world to a new category of Windows PCs designed for AI, Copilot+ PCs – leveraging powerful processors and multiple state-of-the-art AI models to unlock a new set of experiences you can run locally, directly on the device. These experiences come to life on a set of thin, light, and beautiful devices from Microsoft Surface and OEM partners Acer, ASUS, Dell, HP, Lenovo, and Samsung.
When it comes to mobile devices, as recently announced at WWDC, Apple Intelligence, coming out this fall, is a new AI system integrated into iOS 18, iPadOS 18, and macOS Sequoia, designed to enhance user experience by providing personalised, context-aware assistance while maintaining high privacy standards. It offers features like advanced writing tools, image creation, and smart notifications to streamline everyday tasks.
Also Read: The Survival of Legacy Brands in a Customer-Centric Era
Pioneering the Future of Customer Engagement
As we look ahead, the future of customer engagement is set to be more dynamic and innovative than ever before. Intelligent Messaging is at the forefront of this transformation, enabling brands to anticipate and meet customer needs with unprecedented precision.
By leveraging AI to create hyper-personalised experiences, businesses can forge stronger connections and foster lasting loyalty. The journey towards a future where every interaction is seamless and meaningful has already begun. Become a pioneer by embracing the endless possibilities that Intelligent Messaging brings to the world of customer engagement.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
