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SaySimple Weekly Notification 25

Every week SaySimple brings you the latest messaging news on Friday afternoon. We curate the most important messages and summarize them for you so that you do not have to search yourself. It’s that easy.

Facebook’s Calibra is a secret weapon for monetizing its new cryptocurrency

Facebook’s announcement this week of a new cryptocurrency, Libra, and the nonprofit association that will oversee it raises questions about the future of global banking and Facebook’s role in it. But behind Facebook’s ambitions to create a quasi-nation state ruled by mostly corporate interests is a secret weapon, one the company hopes it can use to create another platform used by billions of people — and generate enormous new revenue streams along the way.

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Google is finally taking charge of the RCS rollout

We’ve been hearing about RCS, the replacement for SMS texting, for over a year now, but actually using the next-generation service has been nearly impossible due to complicated carrier and phone maker politics. But now Google is taking over: later this month, Android users in the UK and France will be able to opt in to RCS Chat services provided directly by Google instead of waiting for their carrier to support it.

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The evolution of SMS – how brands will be using RCS in 2020

RCS – an evolution of SMS equipped with rich media formats –  is due to hit consumer markets very soon. Are you ready? Business messaging is still quite straightforward. There are five billion SMS users around the world and businesses recognise the value of ubiquity. They can send a message and know that it will be received, without worrying about which apps their customers have installed on their smartphone.

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How WhatsApp is Helping these Startups to Generate Business Lead

“We operate without a specialised marketing team. We focus on just one app: WhatsApp,” says the 20-something entrepreneur. “Almost all of our customers have and use WhatsApp. Hence, we felt it was better to focus on an app that’s used by most people.” And the strategy worked. The company’s sales grew 70 per cent each year, and a threemember team in 2015 became a company of 50 employees.

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The Rise of Human Agents: AI-Powered Customer Service Automation

We are at a tipping point in customer service as more companies are turning to AI in the form of robotic process automation, chatbots, and other technologies to scale efficiently and provide an exceptional service experience.  However, incorporating more automation into a company’s customer service operations must be handled carefully. More isn’t always better, especially if it compromises the overall customer experience.  

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Conversational AI: the customers’ new best friend

When we step into a clothing store at a shopping mall, we are often greeted by the sales people, who will direct all their attention to us. They ask if they can help us with anything, or whether we’re looking for something in particular. Whether or not we require their services, it’s nice to know someone’s on standby to help us through our purchase. Bringing this feeling to the online world is conversational AI. Today, most websites and apps have conversational AI solutions to serve as a ‘helpful’ friend to their customers. 

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Four Ways AI Technologies Will Deliver The Best Customer Experiences

For businesses across many industries, it’s no longer a question of if integrating artificial intelligence (AI) into their day-to-day operations could improve their overall customer experience, but when they should act and how best to implement it. Business leaders should already be thinking ahead to how future AI technologies will assist in improving overall customer experience. Though breakthroughs could always change this list in exciting and unexpected ways, here are four specific ways that advancements in AI should have a positive impact very soon.

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Why conversational bots are reshaping the world of customer engagement

Now imagine your customer service agent managing one hundred conversations instead of ten. When used correctly, artificial intelligence, machine learning, virtual assistants and bots can help achieve such outstanding results. Customer service agents can work even more efficiently and help reduce the total cost of ownership while feeling empowered by the experience itself; everyone wins.

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De Ultimate Messaging Guide to Messaging for Businesses

written by
Kevin van der Storm
The Messaging Agency