In our latest live online session, entitled “We talked about…. Increasing Conversion with GenAI Assistance”, we shared innovative strategies and tools to improve conversion in digital media. Throughout this session, we discuss how generative assistance with artificial intelligence (GenAI) can be the key to optimise the user experience and increase conversion rates in web, mobile apps, and even call centres.
The Importance of the Digital Experience
The user experience on digital platforms is essential to achieve a successful conversion. In this session, we saw how small details, such as a navigation error or a lack of assistance when the user needs it, can cause the customer to abandon the process before completing their goal.
Imagine a user is browsing an insurance website and encounters a 404 error or a misconfigured form field. These sticking points can frustrate the customer and lead them to abandon the process. However, what we learned in the session is that with the help of generative AI, these frictions can be detected and resolved in real time, improving the user experience and ultimately conversion.
Generative Conversion Assistance
AI-powered generative support has the power to transform the way we interact with users in digital channels. During our session, we show how this technology allows us to offer support in a proactive way: detecting signs of frustration in real time and providing immediate solutions to keep the customer in the process.
From resolving product queries to guiding the user through critical steps, generative AI helps reduce cart abandonment and improve conversion rates by providing fast, personalised answers just when the customer needs them.
Quantum Metric: A Key Tool for an Optimal Digital Experience
A key component of our session was a demonstration of Quantum Metric, a digital experience analytics platform that allows you to monitor in real time how users interact with your website or app. We saw how this tool captures all customer movements: clicks, scrolls, and even errors, allowing us to detect potential friction before it becomes a major problem.
With Quantum Metric, companies can understand exactly what is happening across their digital assets, identify friction points and act quickly to improve the customer experience, without the need for the customer to call the call centre or abandon the process.
A Workflow for Personalised Assistance at Scale
In our session, we explain how to orchestrate a seamless and personalised experience using a workflow structured in three phases:
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- Signal: We detect in real time any sign of customer frustration or confusion.
- Rules: We evaluate the context and characteristics of the customer (new or recurring, type of problem, interaction channel, etc.) to personalise the response.
- Action: We offer immediate assistance, either through a generative AI-powered chatbot or, if necessary, by referring the customer to the call centre with all relevant information.
This workflow allows us to anticipate customer needs, ensuring a frictionless and, above all, effective experience.
Tangible Business Benefits
The session made it clear how the use of generative support and tools such as Quantum Metric can generate significant benefits for businesses:
- Reduced churn: Keeps users engaged, preventing them from abandoning the conversion process due to friction or lack of support.
- Resource optimisation: Automating the process reduces the burden on customer service teams, allowing them to focus on more complex cases.
- Improved customer satisfaction: Fast and personalised problem resolution improves the customer experience, which enhances customer loyalty.
In summary, during our live online session, “We’re talking about… Increasing Conversion with GenAI Support”, we explored how the combination of generative AI and Quantum Metric can transform the digital experience, optimising conversion and improving customer satisfaction. Thanks to these tools, companies can offer a more proactive and personalised service, reducing friction and improving results in real time.
If you would like to go deeper into what was discussed, we invite you to watch the full recording of the session – don’t miss it and discover how these technologies can transform conversion in your digital channels!
Luce IT, your trusted technology innovation company
The Luce story is one of challenge and non-conformity, always solving value challenges using technology and data to accelerate digital transformation in society through our clients.
We have a unique way of doing consulting and projects within a collegial environment creating “Flow” between learning, innovation and proactive project execution.
At Luce we will be the best by offering multidisciplinary technological knowledge, through our chapters , generating value in each iteration with our clients, delivering quality and offering capacity and scalability so they can grow with us.
