Chatbox has announced the launch of its new integrated messaging ecosystem. The Chatbox platform helps businesses deliver hyper-personalized, messaging-based customer experiences at scale across texting, chat and social channels. This article is copyright 2018 The Best Customer Guide.

Today's consumers are less and less willing to waste time when interacting with companies. They want to get questions answered, make purchases, or get the service they need - all on their timeline, preferred channel and with no loss of context from their previous conversations.

A recent study by Oracle shows that 75% of consumers perceive an enhanced experience enabled by modern engagement capabilities in more-personal scenarios. And according to Facebook, the channel of choice is mobile applications: 67% of people expect to use messaging apps more to talk to businesses.

The market opportunity to offer messaging experiences at scale, plus engagement on an individual level, creates a hotbed for adoption. Yet businesses are struggling to identify partners with open solutions that are easy to deploy. The Chatbox ecosystem addresses the industry need and provides a customizable, flexible and open solution for businesses to create and automate personalized conversations.

Chatbox seamlessly integrates the six key technologies required for businesses to create, integrate, and automate hyper-personalized messaging experiences for their customers at scale:

  1. Omni-channel
    Communicate with customers on any messaging channel such as SMS, live chat, Facebook Messenger, WeChat, LINE, RCS, Twitter, and others. Build experiences one time and deploy to any channel without modification.
  2. Automation
    Scale operations through use of Artificial Intelligence and Natural Language Processing, providing cost-effective 24/7 automation. Chatbox is compatible with all AI engines such as Amazon Lex and Google DialogFlow. Gartner reports that intelligent automation - the combination of AI and automation - will manage 85% of businesses' customer relationships by 2020.
  3. Instant Apps
    Instant Apps are a unique capability and core differentiating feature of the Chatbox ecosystem. They provide for the exchange of rich, structured data in a secure app-like experience directly from within messaging flows. Customers can sign forms or pay invoices, change their flights or submit an insurance claim, all without leaving the conversation. Checklists, wizards, rich-media, e-signatures, payments and more are built using an intuitive drag-and drop builder that requires no engineering expertise. Instant Apps can be interjected directly into any conversation on any channel with no loss of context. According to the GSMA, 80% of consumers are eager for messaging solutions that enable brands to easily switch from text-based messaging to rich media, app-like experiences. Instant Apps offer these rich media, app-like experiences that RCS messaging and Apple's Business Chat promise, but with more responsive, dynamic functionality. Data shared within an Instant App is secure and fully encrypted. Unlike RCS and Apple's Business Chat, Instant Apps are channel and device agnostic so brands can build them once and deploy them everywhere.
  4. Integrations
    Connect CRM and API sources, surfacing the right information at the right time.
  5. Agent Tools
    Escalate conversation to humans, along with the full context of automated conversations as well as structured data collected via Instant App.
  6. Analytics
    Measure the efficiency of the solution in real-time.

"Our solution helps customer-focused brands glue together the technologies needed to deliver hyper-personalized experiences at scale. These businesses require an open, flexible, and extensible ecosystem that seamlessly integrates their existing technologies and investments," said Phil Gordon, CEO and founder of Chatbox.