With close to 5 million policyholders singing their praises (92.8% would recommend), Macif has been insuring what matters most to people since 2009 – their cars, home, health, and savings. Identifying a need to reach their customers in a more relatable way, Macif went on the hunt for a suitable partner to help them innovate., Challenge: Innovative messaging, Macif was experiencing ‘congestion’ in their use of more traditional communication channels, so they wanted to test a more innovative approach to see what effect it might have on their return rate. Ideally, they wanted to see improvements in engagement , but they also wanted to reconnect with in-active customers in their database to see if they could rekindle any old flames and increase business…, Solution: Starting a conversation, Taking a more conversational, rich media approach to communications is where Sinch excel – the guys at Macif were in good hands. After a quick chat with Sinch, it became obvious that Rich Communication Services or RCS would be the best way to achieve fast and effective results. With traditionally high open and engagement rates thanks to images and videos in message, a campaign sent using RCS had…, Results: Instant results, One of the key plus points for RCS is it’s sent via a channel that the majority of users are already comfortable with – the native SMS inbox. It’s this familiarity that helped boost the positive results that were seen almost instantly by Macif, the availability of a more conversational style of communication had a significant effect too. When compared to previous campaigns that had used Rich SMS…
Type: Customer Story
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From OpenAI’s GPT chatbots to Google’s Bard , AI-based technology has created quite a buzz lately. And while computer programs that can write entire PHD theses or hack their way into someone’s phone made for good headlines, the reality of AI-based chatbots is a lot more pragmatic (but definitely not less exciting)., What is conversational AI?, Conversational AI is a type of artificial intelligence that lets humans interact with computers as if they were talking to other people. It can mostly be found in chatbots (also called bots or virtual assistants). Virtual assistants can be found in pretty much any digital space, from a live chat on a website to a bot in a messaging app on your phone, in your car, in your home on a smart…, How does a conversational AI bot work?, NLP and machine learning enhance a conversational AI chatbot’s capabilities to understand human intent. Conversational design empowers the bot to answer more naturally, with more human-like expressions., NLP, NLP enables a computer program to understand human speech and text and reply like a person would. For this, conversational AI chatbots use natural language understanding (NLU) and natural language generation (NLG). NLU helps the bot understand the context of human language, such as syntax, intent, or semantics. NLG generates text or speech in a language that humans can understand. The better the…, Conversation design, Conversation design is the way in which the flow of the conversation between chatbots and humans is designed. Conversation design combines AI, NLP, user experience design, writing, linguistics, voice, and motion to ensure that the human-bot interaction is as smooth and natural as possible., What are the real-world benefits of conversational AI?, Because conversational AI bots have more advanced interaction skills, they can take over more tasks and improve automation processes in companies and organizations. Juniper Research estimates that the adaptation of chatbots could save the healthcare, banking, and retail sectors 11 billion U.S. dollars per year by 2023. It's no surprise that you can already find conversational AI in many…, E-commerce , E-commerce companies are one of the biggest chatbot markets. They mainly use conversational AI chatbots to support their customer service teams. Here, they can answer FAQs about products or delivery status, and thus help customers faster. But conversational AI bots in e-commerce can also increase revenue. Conversational AI chatbots are, for example, very skilled at re-engaging customers that…, Retail , Current research found that the retail sector will benefit the most from chatbots. In 2023, according to experts, over 70% of chatbots accessed are retail-based. In fact, retailers are already being very creative when it comes to using chatbots. French supermarket chain Intermarché , for example, worked with Chatlayer by Sinch to develop a recipe bot that inspires customers, and reached a 59%…, HR, The use of chatbots in HR is widespread. Around 92% of HR teams say that chatbots will be important to help employees find information in the future. The Belgian wealth management company, Foyer, is already putting this to use in their HR department . Foyer uses a conversational AI chatbot from Sinch Chatlayer to answer the questions of the company’s 1,600 employees, 24/7, in several languages…, Finance , From online banking to trading apps to mobile payments, many customers enjoy the perks of being able to handle their finances online and on the go. Globally, almost 29% of internet users access online financial services at least once a month. For financial institutions, automating some of their services has proven beneficial. Rawbank, a $2.1 billion-revenue bank in the Democratic Republic of…, Insurance, The insurance industry was one of the early adopters of conversational AI, with very positive responses from customers. Even back in 2019, 44% of consumers felt comfortable making an insurance claim with a bot. To this day, working with AI bots to pre-qualify claims is one of the biggest use cases for chatbots in the insurance industry. Belfius, for example, is a Belgian insurance company that…, Tourism, Conversational AI chatbots are also quite common in tourism, whether it's with airlines, hotels, or travel agencies. The bots can help customers book reservations, send confirmations, and provide general information to travelers. The European Commission, for example, offers a travel program to help young people explore Europe. The program is very popular, and the organization soon realized that…, , E-mobility, Electric vehicles are in high demand right now, and e-mobility companies are struggling to keep up. That’s why e-mobility providers have started using chatbots to support their customer service teams, answer customer queries faster, and provide easy access to services. Bizbike, Belgium’s biggest e-bike provider, uses a conversational AI chatbot from Sinch Chatlayer to answer FAQs and set up…, , Education, Conversational AI is also used by many education providers. With the rise of online education, it's become more common for online learners to interact with chatbots. As many educational offers had to move online during the pandemic, students found out that they enjoyed the flexibility of online classes. For schools and institutes, offering online learning helped them expand their curriculum to a…, , Healthcare, The COVID-19 pandemic presented some of the biggest challenges to date for healthcare providers. High demand, shortage of staff, and supply chain issues made it very difficult for providers to offer patients prompt and personal care. That’s exactly where conversational AI came in. The Mexican health care organization, Salud Digna , decided to use a conversational AI chatbot on WhatsApp to answer…, , IoT, The internet of things (IoT) uses conversational AI, mainly in the form of voice assistants, like Alexa or Siri. In 2022, on average, 26% of internet users between 16 and 34 years used voice assistants to find information. However, there are many other IoT use cases for conversational AI. For example, the technology can be used in navigation systems, or in wearable devices, like fitness trackers., Challenges of conversational AI, Providing high-quality conversational AI technology isn't without challenges. , Security, Designers of conversational AI chatbots must make sure their bots are safe and secure when handling user data. High-quality bots will have several safety features in place to make sure user data is protected., , Ethics, When designing conversational AI chatbots, it’s important to be mindful of the ethical issues around the technology. Nobody wants their chatbot to insult customers, use inappropriate language, or be biased toward a target group. It’s therefore critical to design conversational AI chatbots with ethics in mind, says Joachim Jonkers, Chief Product Officer at Sinch Chatlayer. , Customer expectations, One of the biggest challenges for conversational AI are customer expectations. On the one hand, some consumers have very low expectations about chatbots because they've only had bad experiences with very basic bots. On the other hand, others imagine a chatbot to be a highly advanced form of self-learning artificial intelligence and are disappointed when their expectations aren't met. Companies…, Scale conversations and enhance customer experience with conversational AI, Conversational AI has made big advances in the past years that have resulted in better-quality bots, an improved user experience, and tangible benefits for businesses and organizations. Are you thinking about launching a chatbot at your company but don't know where to start? Learn how to choose the right AI platform for your business and how to kick off your chatbot project .
Type: Blog Article
Type: Product
Think of an industry, any industry. Whether it be healthcare or hospitality, retail, or logistics, they're all dependent on communication to engage, produce, influence, sell, and everything in between. And with consumers clamoring for more “conversational” experiences, the best way to meet and exceed these demands is with communication platforms as a service, or CPaaS. CPaaS is the chisel that…, First of all, what is CPaaS?, CPaaS is a cloud-based platform that helps organizations enrich customer interactions using messaging , voice , email, and video APIs. Businesses can easily expand the capabilities of their existing applications without having to build any backend infrastructure. But why is CPaaS such a significant game-changer in the digital age? In a world where instant and seamless communication is the norm…, CPaaS use cases, Let’s take a look at CPaaS use cases in five uniquely different industries – financial services, healthcare, retail, travel and hospitality, and logistics – and see how businesses have leveraged the power of CPaaS to boost their customer communications game. , Financial services, The financial services industry is in the midst of massive disruption, and it is leveraging CPaaS to introduce real-time communication tools that enable instant decision-making and faster transactions. The days of languishing in line or on the phone with your bank, elevator music dulling your senses, are at an end. With CPaaS, banks and financial companies are integrating real-time communication…, Customer case: Triodos Bank , Just take a look at Triodos Bank, a world leader in sustainable banking. Triodos needed a hyper-secure solution to verify users logging in to their mobile app or online portal; a solution that would not only prevent fraud but enhance the user experience to the company’s 170,000 strong client base in Spain. Using Sinch SMS Verification , Triodos Bank sends a one-time password (OTP) to a user’s…, Healthcare, Another CPaaS use case proving to be a game-changer is patient communications within healthcare. CPaaS is advancing the way healthcare professionals communicate and how we access medical services . Telemedicine, powered by CPaaS, allows patients to connect with healthcare providers virtually, transforming your living room into the doctor's office. You can now show what’s ailing you, discuss…, Customer case: Salud Digna , For instance, when Mexico was mired in the devastation wreaked by COVID-19 along with the rest of the world, healthcare provider Salud Digna was overwhelmed with a record-high number of lab testing inquiries. The non-profit needed a smart, cost-efficient solution to provide millions of patients with fast and secure access to vital information about tests and results. After partnering with Sinch…, Travel and hospitality, In a world where customer satisfaction reigns supreme, the travel and hospitality industry has hopped aboard the CPaaS use case train with both feet. It's transforming the industry in remarkable ways, focusing on two-way communication, streamlined reservation and booking management, up-front crisis communication and guest safety initiatives, and much more. Did you know that 67% of travelers…, Retail, Shoppers today demand seamless, personalized experiences that transcend the boundaries of brick-and-mortar stores and online shopping platforms. As retailers scramble to keep up with these evolving needs, CPaaS is there to help transform the retail landscape while engaging customers at every point of their buying journey. CPaaS helps retail companies automate repeatable processes, which…, Customer case: Parfym.se , With Parfym.se, a pioneer in the Nordic online beauty retail industry, thinking outside the box helped them become a trusted brand among beauty aficionados. The company worked with Sinch for their SMS and rich messaging campaigns to create captivating and personalized messages that resonated with their customers. Their collaborative strategy resulted in new sales, heightened customer satisfaction…, Logistics, In the old days, the lack of visibility, traceability, and communication were key pain points for supply chain management. But they’re called the “old days” for a reason. Nowadays, CPaaS solutions are reshaping the way businesses manage their supply chains. Real-time tracking and visibility, automated alerts and notifications, driver training and delivery route optimization have all been…, Customer caser: iFood, As one of the largest online food delivery platforms in South America, iFood connects customers with their favorite restaurants through its website and mobile app. The company serves 15,000 restaurants and processes four million orders a month. iFood used a staffed support center to deal with driver-related issues, but it was inefficient and impossible to scale. The company needed to improve…, Get onboard the CPaaS express , From enhancing marketing communications, to providing real-time notifications, automating customer care, and creating unforgettable customer experiences, CPaas use cases will only grow in the near future. Sinch is here to help. We support all your communications needs, and own and manage our network infrastructure. Get in touch today to find out more about how we help businesses scale…
Type: Blog Article
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Type: Legal page
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Back in 2013, Doctolib aimed to transform healthcare, one of the largest but least digitized sectors in France. Ten years later, they have a whopping 80 million users across France, Germany and Italy, and is the fastest growing e-health service in Europe. But that didn’t happen overnight, and achieving it meant making the whole process smooth and convenient for everyone. , Challenge: Connecting doctors and patients effortlessly , In France, health professionals are often burdened by administrative tasks like managing appointments, documentation, and paperwork, taking away valuable time that could be spent on patient care. Understanding the opportunity to make a drastic impact on the healthcare industry, Doctolib offered a vision to digitize the process to seamlessly connect medical professionals and patients. For doctors…, Solution: Compliant SMS for relevant, timely updates , The Doctolib team searched for a service provider that would provide timely updates through SMS while maintaining strict compliance with data privacy and GDPR regulations, ensuring the security and confidentiality of patient information during all communication. “Our main concern was data privacy, and our obligation was to have a GDPR-compliant provider that had all its servers located in Europe…, , Results: Greater reach and an enhanced patient experience , When it comes to excellent patient care, Doctolib knows that keeping patients and doctors connected is vital. And now, they’re sending SMS messages that have a 97% delivery rate, and 95% of messages have a latency of less than one second. This has helped Doctolib create healthcare experiences that are not only efficient but highly secure and user-friendly. “Sinch is a reliable partner when it…
Type: Customer Story
For over 17 years, Parfym.se has been a pioneer in the online beauty retail industry in the Nordics. With a commitment to delivering exceptional customer service and unforgettable experiences, Parfym.se has become a trusted name among beauty enthusiasts. As their business and industry evolved, Parfym.se recognized the need for innovative, two-way communication with customers beyond traditional…, Challenge: Reaching shoppers quickly, and with precision , Parfym.se has been using traditional SMS to communicate with customers for a very long time. However, it wasn’t until they met with Sinch that they truly began to understand the potential of SMS as a channel. “SMS itself is not a problem,” said Ehsan Ghaffari, COO and CTO at Parfym.se. “But once we met [with Sinch], we realized that there was so much more to SMS that could be done that we didn’t…, Solution: Using Rich SMS for segmented, personalized campaigns , Parfym.se found an ideal partner in Sinch for their SMS and rich messaging campaigns. And for a busy retailer planning for Black Friday campaigns, the Parfym.se team found the platform itself easy to use to get campaigns off the ground. “The thing with Sinch campaigns and Rich SMS is that it’s the middle layer where we can create a landing page that we can design,” said Ehsan. “It’s really user-…, Results: Amplified engagement and remarkable ROI , Armed with Rich SMS at their disposal, the Parfym.se team now uses this channel to cut through the noise of promotions, captivating customers with relevant and personalized offers. While emails often get overlooked in the daily hustle and bustle, SMS alerts are timely, immediate, and have higher open rates. “When [a customer] receives an SMS, the open rate is 90% or above. And this can be…
Type: Customer Story
Challenge: supporting young travelers across Europe, DiscoverEU is an initiative led by the European Commission (EC) that helps 18-year-old EU citizens discover Europe by train. Many are inexperienced, first-time travelers who sometimes need immediate help if they've missed a train, had a schedule change, etc. Supporting these travelers is costly, and staffing a large team of agents outside traditional office hours and across different time zones…, Solution: a real-time bot with live agent hand-off, To guarantee affordable, real-time support for young travelers, the European Commission worked with Sinch to develop a chatbot to answer the most commonly asked questions. With the implementation partner Campfire the European Commission created and launched the chatbot based on the AI product Chatlayer by Sinch . Campire supported here with its team of conversational designers, Natural…, Results: 24/7/365 support across Europe, The chatbot surpassed even the best expectations. In the first month alone, it solved 700+ questions and handed over around 150 questions to a live support agent. The chatbot now answers more than 80% of incoming requests, 24 hours a day, seven days a week, all year round.
Type: Customer Story