Page 42 - Flytxt

EMBRACING NEXT

GENERATION MESSAGING:

THE ROLE OF AI

Despite the mushrooming of new digital channels like Mobile App
and Chatbots, SMS has continued to figure in every firm’s digital
marketing strategy. With an aim to make SMS communication rich

and engaging, smartphone manufacturers and network operators
have teamed up with telecom governing bodies to develop Rich

Communication Services (RCS). RCS offers numerous possibilities
for brands to enhance customer engagement in a contextually
relevant way.

- Chitharanj Verghese Kachappilly, Principal Solution Architect, Flytxt

n this era of omni-channel customer engagement along with communication.

engagement, enterprises have to It improves the way in which people and
Ioffer a seamless, consistent and businesses communicate. RCS messaging
personalized experience to your when combined with AI, chatbots and

customers at every channel and other plug-ins, can provide brands with
touch point through which they are the opportunity to offer a much more
interacting. Keeping this in mind, it is personalized, human-like conversational

very interesting to note that SMS still engagement.
manages to be a part of almost every How is RCS changing the

marketer’s marketing channel mix. The messaging ecosystem?
simplicity and reach that it offers makes
it a preferred channel. According to a Messaging activity is now being

2014 study by Pew Internet, 97% of transformed from app-based to platform
smartphone owners send text messages, based. To elaborate, it is becoming

making it the most widely used prominent, providing great opportunities
smartphone feature.

Aiming to make SMS services more RCS can enable seamless
valuable, rich and engaging, smartphone

manufacturers and network operators and natural human-like
have teamed up with governing bodies engagement, tailor it as per
of the telecom industry to develop Rich customer’s need and intent as

Communication Services (RCS). well as iteratively improve it by

RCS is a next-gen SMS messaging system self-optimization.
which is richer and focuses on

42 INSIGHTZ - VOLUME 03, 2018