Prediction Series 2019: Interview with Yaniv Reznik, Head of Customer Engagement Products, LogMeIn

Tell us about your role at LogMeIn and the team/technology you handle.

I am the Vice President of Customer Engagement Products for LogMeIn. My team and I are focused on the Bold360 platform, which is an AI-powered customer engagement solution that helps brands all over the world deliver personalized and consistent customer experiences seamlessly across both AI and agent-based interactions.

Could you tell us about the product development lifecycle for Bold360? How did your technology team plan this launch?

Much of the development for the latest version of Bold360 was customer driven. Through conversations with our customers, we confirmed our hunch that proactive was the next big wave for AI-powered customer engagement. Being able to engage with customers at the right time, in the right way, with the right content was the perfect next milestone for us and we quickly were able to bring that capability to market.

For AI-focused markets, what specific technology and products does LogMeIn deliver?

Today, we have two products in our portfolio that leverages AI. The first is Bold360, an intelligent customer engagement platform that uses AI to help companies engage with their customers throughout their journey, providing quick answers to questions and relevant and timely content to customers and the agents helping those customers.

The second is Prompt ai — an employee self-service tool that brings the IT help-desk directly to where employees are working including Slack, Microsoft Teams, etc. Both solutions leverage patented Natural Language Processing (NLP) technology to ensure that whether it’s an employee or a customer engaging with the bot, it can carry on a conversation in the way that individual speaks.

Why should CMOs invest in Bold360?

We believe Bold360 is a true game changer and the ultimate customer engagement tool that can deliver rich, personalized interactions at every step of the customer journey. Through our innovative approach and leveraging next-generation AI and NLP, Bold360 helps personalize and enhance every engagement no matter the problem, channel, device, or customer’s native language. Now with the addition of proactive AI, companies can send timely and relevant engagements across the entire customer journey – from customer acquisition, through conversion and into post-sale support.

Bold360 helps growing and established companies bring the in-person experience to the digital world, to expand the business without expanding costs. Bold360’s groundbreaking intelligence with out-of-the-box simplicity improves Contact Center efficiencies and delivers fundamentally better customer experiences that build loyalty, advocacy and grow share of wallet.

How does Bold360 impact the Marketing and Sales performance?

Bold360 helps Marketing and Sales teams strike when the iron is hot by proactively engaging prospect customers while they are in the mindset of learning more about the company, product or service. The Bold360 bot can act as a digital concierge that helps guide users 24/7 through their journey with natural conversation.

In addition, Bold360 also helps business capitalize on leads, orders, and renewals at the moment the customer wants to engage, which is often during high-traffic events and post-business hours, when agents are tied up or simply offline.

What excites you the most about the current AI-based MarTech products?

The real exciting thing here, is that we’ve just scratched the surface with how AI can enhance marketing tools. As AI and Machine Learning technology continues to mature, it will be interesting to see how many of these MarTech tools are designed with AI as the cornerstone. In addition, looking through the lenses of customer engagement tools, the lines between sales and support become blurred from customer expectations point of view. That’s why marketing leaders should take an outside-in approach and employ a holistic solution that would address pre- and post-sale customer journey.

What are your predictions on the role of AI/Machine Learning in interactive customer journeys? What’s the most exciting aspect of bringing together AI/ML into Mobile-first and Mobile-Only marketplace?

The role of AI and Machine Learning is not about mimicking human behavior. With a growing amount of behavioral data available across customer interactions, brands can leverage the power of AI to consolidate this data and use insights to make their offer more compelling and deliver a more personalized CX. Moreover, having a 360-degree view of the customer will improve issue resolution time and help optimize the use of company’s most valuable assets — their employees. From a sales perspective AI. can help agents identify the right leads and, at the same time, seamlessly engage with them across a variety of channels, ensuring a consistent multichannel experience.

What according to you was the most decisive event/moment of 2018?

I believe that 2018 can be considered as an inflection point where AI has moved from a lot of flair and hype to a stage where businesses are looking for a clear business value to be delivered. Over the next few years, it will be about how fast the value of AI will be delivered — differentiating from cumbersome “legacy” AI to more modern, “consumable” AI.