Why are Enterprises Moving to Instant Messaging? Top Conversational AI Platforms for 2021


Instant messaging has become one of the most prominent digital communications channels for consumers. Now businesses are increasingly looking to messaging apps and conversational artificial intelligence (AI) platforms to engage customers and employees. There are several key factors driving adoption of enterprise messaging and AI chatbots.

For customers, messaging is a preferred way to interact with businesses due to convenience and immediate responses. People already spend huge amounts of time daily on major chat apps like WhatsApp, Facebook Messenger, WeChat etc. Allowing them to also communicate with brands via messaging streamlines the experience.

Messaging enables personalized conversations that help build relationships. Chatbots powered by AI can handle routine inquiries and tasks automatically while directing more complex needs to human agents. This increases efficiency and satisfaction.

For employees, messaging fosters collaboration. Chat tools facilitate direct communications between team members, groups and leadership. This leads to faster internal information sharing and decision making.

Several categories of conversational AI chatbots and live chat solutions for messaging are gaining enterprise adoption:

1. Customer Service Chatbots – AI bots handling customer support inquiries, complaints and issues 24/7 through messaging. Reduces call volume.

2. Sales & Marketing Chatbots – Automated conversational agents that qualify leads, surface relevant content and offers, and drive conversions.

3. Internal Chatbots – Intelligent tools that answer employee questions on policies, benefits, devices etc. Provides quick HR, IT and operations support.

4. Live Chat Software – Direct messaging between customers and human agents for sales and support. Improves customer satisfaction.

Here are some top enterprise conversational AI and messaging platforms fueling adoption in 2021:

LivePerson – AI-powered live, voice and messaging for sales and support. Trusted by leading brands.

Twilio – APIs for messaging, voice, video and authentication. Flexible for various use cases.

Quiq – Conversational AI and live chat for customer engagement across messaging channels.

Intercom – All-in-one customer messaging platform for sales, marketing and support.

Ada – AI customer service chatbot builder for automating common inquiries.

Drift – Live chat software and conversational marketing bots to capture leads.

HubSpot – Free and premium tiers for live chat, chatbots and messaging integration.

AWS Connect – Cloud contact center with chatbots, voice, reporting and analytics.

Genesys – Omnichannel customer experience including digital messaging and AI bots.

Avaya – Full suite for voice, video, live chat, and messaging customer and employee engagement.

The demand for messaging-based platforms stems from a few key advantages that appeal across industries:

– Omnichannel – Meet customers on the channels they already use daily like WhatsApp, SMS, Facebook Messenger etc.

– Convenience – Messaging is fast, convenient and asynchronous for users. Supports emojis, images, video.

– Personalization – Individualized conversations build stronger customer relationships and loyalty.

– Scalability – Chatbots automate high volume routine interactions and route complex issues to appropriate agents.

– Analytics – AI and data insights optimize the customer and employee experience over time.

– Cost Savings – Automation reduces human workload allowing agents to focus on high-value complex issues.

As consumers continue embracing messaging as their digital communication hub, enterprises are following suit. Conversational AI and live chat platforms enable businesses to be responsive on these channels at scale. And the benefits span both improving customer engagement and streamlining operations. Adoption of enterprise messaging solutions will continue accelerating across industries through 2021 and beyond.

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