<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=822753331186041&amp;ev=PageView&amp;noscript=1">
Latest 13 Dec 2019 | Customer Service | 5 min read

This Week: 120 AI Predictions, Gen Z and Messaging

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Gen-Z and messaging - a match made in heaven

Not to beat an old drum to death, but customer preferences have shifted. Gen Z – defined loosely as people born from 1995 to 2010 – are true digital natives. From their youth, they have been exposed to the internet, social networks, and cell phones. This early exposure has produced a cognitive generation that influences people of all ages and incomes, as well as the way we relate to and consume from brands (take the inspirational Greta Thunberg for example). 

Gen Z have fundamentally disrupted how brands will deliver customer service through:

  1. Connectivity: Gen Z are digitally savvy, and as a result are constantly connected and shun traditional channels.
  2. Socioeconomic influence: Gen Z are driven by unique customer experiences – not generic ones – valuing brands who provide this. 

What’s more, they have no time for bullshit. With almost anything possible at the touch of a button – ordering a taxi, controlling a home, or even finding true love (or whatever kind of love you’re looking for) – consumer expectations of brands are at an all time high (and will only get higher). If not doing so already, brands must adapt by offering customer service over messaging channels. If doing so already, brands should look to use adaptive automation to drive unique customer experiences. But getting there requires a different approach to customer service, one that is contradictory to everything previously thought and done. To get there and do it the right way, initially, you must think uni, not omni-channel.

For more on Gen Z and how you can place messaging at the heart of your customer experience, download our free Definitive Guide to Customer Service in the Era of Messaging and Automation.

Related Content
  1. This Week: Is Facebook About to Change the Messaging Game?
  2. Why Move to Messaging?
  3. This Week: Google Adds Business Messages to Maps and Search

120 AI predictions for 2020

Leading brands are placing AI and automation at the heart of their customer service strategies for 2020. And, with the potential for huge improvements to operational efficiencies, it’s no wonder why.

In this article from Forbes, you can read predictions from leading figures across a variety of industries on all things AI. Along with the likes of Adobe, Zoom and LogMeIn, you can also find my two cents on how automation will continue to play a key role in the customer experience.  

“Bots are no longer limited to simplistic customer interactions. They utilize natural language processing to better comprehend the user’s intent and deliver useful, appropriate responses. With more conversations being successfully navigated by bots, brands will increase their usage in order to improve response times and drive greater contact center efficiencies.”—Ido Bornstein-HaCohen, CEO, Conversocial

"...brands will increase their [chatbot] usage in order to improve response times and drive greater contact center efficiencies."

Conversocial puts AI to work to protect your customer’s privacy 

As brands leverage bots to handle more and more of their customer use cases via messaging channels, customers are sharing more and more personal details to achieve their goals. Messaging threads for purchasing flights, setting up a return for an order, or simply getting technical support inherently requires some level of personal detail to be shared.

To help ensure your customers’ data is protected, we have applied a layer of AI to our Conversocial Bot platform to identify and remove personally identifiable information (or PII) from conversational history after the conversation has been resolved. Today, I am happy to announce the launch of the PII Scrubber on the Conversocial Bots platform.

The PII Scrubber works behind-the-scenes to purge PII from the messages that we receive from users during conversations with our Chatbots before we store them in our databases. All messages are analyzed via a customized NLP engine before a conversation is marked as “resolved”, ensuring personally sensitive data is removed, such as: 

  • Person names
  • Location, including  US zip codes or UK post codes
  • Dates
  • Numbers
  • Email addresses
  • URLs
  • IP addresses
  • Usernames

Existing customers can read more about this feature in our Knowledge Base here

This is yet another way our data science team is working drive operational efficiencies for our customers (see our recent Agent Autocomplete announcement for more info). Heading into 2020, we are sure this capability will give you the confidence to automate more of your brand's conversational customer experience!


Thank you once again for joining me throughout 2019 for your fix of all things messaging, automation and customer service. Enjoy the festivities and see you again in the new year. 

Be part of The Conversation

Get no-nonsense best practices & insight, to help shape your digital customer care journey, delivered straight to your inbox.