Personalizing CX with Digital Video Assistants

April 6, 2020 Al Balasco

One of the first challenges to create and deploy a video chatbot is the need for the business to anticipate every customer question or engagement, develop all of the responses, and then record all of the videos appropriate to each response. If a business is using chat, voice and video bots on three different platforms, it may need to replicate these efforts three times over. Leveraging an application that converges all three bot options into a single solution will shorten time to market and costs.  

Digital Video Assistants are a completely new way for business and service providers to interact with their customers. As such, another challenge is that the chatbot interfaces are not part of their normal customer engagement channels. 

Read the full article via Pipeline Magazine

About the Author

Al Balasco

Al Balasco is the Head of Media, Core and Applications Business. Prior to his current role, he was the Sr. Director of Product Management for the Media Server business. Before joining Radisys in October 2010, Al was the Director of Product Management in Avaya Inc.’s Unified Communications business unit where he was responsible for the delivery of a variety of collaboration solutions and partnerships. Prior to Avaya, Mr. Balasco was the Vice President of Product Management at Spectel and was instrumental in defining the company’s VOIP conferencing and collaboration strategy. He also served as Director of Marketing for Sonexis Inc. and Director of Product Management at Brooktrout Software. Mr. Balasco has over 25 years of product management, business development and marketing experience in the telecommunications industry and has an MBA from Northeastern University in Boston.

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