AI Texting FAQ
AI is transforming customer experiences across industries. If you’re looking to drive smarter outcomes with AI, these FAQs explain how AI texting can move the needle.
At Verse, AI texting is what we do. Learn how AI-powered texting works and whether it’s the solution for you.
AI texting uses artificial intelligence (AI) to have two-way conversations with customers and prospects via SMS.
What are the benefits of AI texting?
AI texting has many benefits. While meeting customer preferences by enabling them to communicate via SMS 24/7, AI texting also provides quicker response times, consistent and compliant messaging, high scalability, and reduced manual work for human teams.
Does AI texting replace human agents?
No, AI texting supports human agents by handling simple inquiries and routing complex or high-value interactions to the right human agent at the right time.
Does AI texting work for call centers?
Yes, AI texting is beneficial for call centers because it reduces wait times, call volumes, customer effort, and agent workload, while improving customer satisfaction and response time.
What industries does AI texting work for?
AI texting can work for virtually any industry, and is especially well-suited for industries where quick response times are essential. This includes mortgage, home services, financial services, healthcare, insurance, education, and real estate.
How does AI texting improve scalability?
AI texting helps companies and contact centers scale because AI can handle a multitude of inquiries quickly, enabling human agents to focus on the most complex or important ones.
Does AI texting reduce operational costs?
Yes, AI texting reduces operational costs by enabling two-way SMS at scale without additional resources.
Does AI texting provide good ROI?
Yes, AI texting provides ROI by promoting better customer satisfaction, faster customer service, and streamlined operations. With Verse’s AI texting solution, for example, companies see an average 16x ROI.
Can AI texting improve conversion rates?
Yes, AI texting can help increase conversion rates because it allows for faster replies for every single lead, 24/7, never missing a lead or making them wait. At the same time, using texting as a channel benefits conversion rates due to its high read rates and customer preference.
Can AI texting improve customer satisfaction?
Yes, AI texting can improve customer satisfaction because most customers prefer SMS as a channel, and AI texting promotes faster replies and service.
How does AI texting improve first contact resolution (FCR)?
AI texting improves first contact resolution (FCR) because it speeds up information gathering and can even solve simple inquiries via text, before the customer even talks to an agent.
How does AI texting support the customer journey?
AI texting streamlines the customer journey by allowing customers to reach out wherever, whenever they are ready. It supports sales and marketing motions as well as customer service and satisfaction.
What kind of AI does AI texting use?
AI texting mainly relies on conversational AI, but may also use elements of generative AI such as natural language processing (NLP).
What are the use cases for AI texting?
AI texting has a variety of use cases, including form fill to text or live lead engagement and qualification, lead re-engagement and qualification, and surveys and reviews.
What features should I look for in an AI texting solution?
Ideally, an AI texting solution should include compliance for risk mitigation, human-in-the-loop to monitor AI, managed services to build and maintain the AI, integration with CRMs and other systems, and of course, advanced AI that can be customized for your specific needs.