Conversica, Inc., the leader in conversational artificial intelligence (AI) for business, announced the availability of the Conversica AI Customer Success Assistant, a new AI-powered solution that helps companies automate and personalize customer conversations to efficiently and quickly scale customer success operations, boost customer retention, and grow revenue. The AI Customer Success Assistant delivers automation of human-like interactions over email and SMS text at scale, facilitating improved post-sale customer experiences while reducing the administrative task load on Customer Success Managers (CSMs) and account managers – freeing them up to serve high-value customers and accounts.

Companies across industries are recognizing the importance of customer success. Customer success teams form a key pillar inside high tech companies, especially those with recurring revenue models, to drive customer retention and revenue expansion. “We are also seeing a strong and growing focus on customer success in other industries, such as telecommunications companies looking to reduce customer churn via improved customer communications and financial services firms focusing on customer success in order to improve customer relations,” explained Conversica CEO Alex Terry.

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Conversica’s AI Customer Success Assistants are designed to drive increased renewal and upsell and cross-sell opportunities while improving the overall employee and customer experience. The company’s existing AI sales and marketing virtual assistants automate high-volume, routine conversations during the pre-purchase segment of the customer lifecycle, and, with the introduction of the new AI Customer Success Assistant, the company is expanding its AI-powered footprint into post-purchase conversations.

Conversica’s patented conversational AI platform is the backbone of its AI Customer Success Assistant, an accurate and autonomous solution designed around customer success objectives that leverage persistent, friendly and purpose-built conversations. Fast and easy to deploy, the Conversica AI Customer Success Assistant is “pre-trained” on millions of real-world customer conversations and interacts in the language and communication channel of the customer’s choice. The AI Customer Success Assistant can be deployed in about two weeks, working out of the box to help customer success teams improve key metrics across the customer lifecycle while increasing the enjoyment and satisfaction that CSMs have in their work by offloading repetitive, time-consuming tasks.

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With significant domain expertise in customer success, Conversica’s new AI assistant technology empowers companies to:

• Liberate Customer Success Managers – Working together harmoniously, AI Customer Success Assistants allow CSMs to spend more time with high-value customers and less time on routine administration. By automating customer outreach with authentic yet automated communications, customer success organizations can gather product feedback, schedule renewal conversations, arrange quarterly business reviews, and conduct customer health checks.
• Scale Customer Success Operations – By leveraging automation, the AI Customer Success Assistant delivers personalized customer experiences at scale, improving efficiency and driving nurture and engagement programs throughout the entire customer lifecycle. Through AI, companies can increase the size of their CSM team’s customer portfolio and care for more customers, from high-touch, top-tier customers to lower-tier, self-service accounts.
• Provide Personalized, Yet Automated, Customer Interactions – Unlike scripted website and messenger bots that follow a pre-programmed path, Conversica’s AI Customer Success Assistant leverages conversational AI to speed up customer communications, helping guide onboarding activities and directing customers to key support and product information. In addition, Conversica complements more static email campaigns from customer success software platforms by reaching out to customers, regardless of revenue or account size, in a personalized, two-way conversation to achieve higher customer engagement rates.

“Introduction of the AI Customer Success Assistant is another important milestone for Conversica as we help more and more businesses automate routine, yet important, business conversations and drive tangible business results,” said Terry. “Not only does our AI solution enable our clients to offload the tasks associated with repetitive customer service processes, it also gives them a powerful tool to help surprise and delight at almost every touchpoint in the customer lifecycle.”

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