How using People CDP improves CSAT 

Looking at how our clients can improve customer satisfaction (CSAT), we noticed that customer satisfaction scores were higher with clients who employed our customer data platform People CDP alongside Answers, our chatbot platform.

Sessions with chatbots running with People CDP were approximately 24% more likely to result in a positive outcome. Not only did these sessions have higher conversion rates, but 72% of sessions where chatbots drew data from People CDP were successfully closed without requiring human agent takeover.

To understand why this happens we need to understand what a customer data platform is and how it can be paired with chatbot automation.

A customer data platform (CDP) draws data from multiple sources to create detailed customer databases. We go into more detail in this blog post – but in short, a CDP puts all your customer data into one place. 

This helps organizations easily sort and access customer data to create hyperpersonalized experiences, which leads to better outcomes.  

Even better outcomes result from using this data to build highly personalized conversational experiences

Conversational chatbots are AI chatbots that use Natural Language Processing (NLP) to understand user intents and craft conversational responses. 

In addition to giving customers a natural conversational experience, AI chatbots can also provide highly personalized experiences by using customer data provided by CDPs. 

The following part of the blog looks at precisely how to do this using Infobip’s People CDP and Answers. 

When clients using Answers enable People CDP – which comes included with Infobip services – they unlock the full potential of conversational chatbots. This is achieved in two ways: 

These customer data attributes fall into one of three categories. They are:

Since they’re so important for improving CSAT and increasing conversions, we’ll start with computed attributes before getting into the others.

Computed attributes are a new addition to the People CDP. They act like regular profile attributes and work in a similar manner to offer more granular segmentation and greater personalization. 

There are three types of computed attributes in People CDP:

Computed attributes are all automatically updated with any changes made to customer profile data in People CDP. This ensures that customer data is accurate and up-to-date, and helps businesses provide customers with proactive customer service. Other use cases include:

With granular and constantly updated customer data profiles, businesses can:

Using computed attributes will help businesses better anticipate customer needs and put them in an optimal position to quickly respond to them. This reduces time to resolution, a key CSAT metric, while simultaneously optimizing customer service workloads.  

But computed attributes do even more than keep customers satisfied. They’ll help increase new customer acquisition with lead scoring to help ensure that leads displaying a higher propensity to convert get the right attention.  

Since not every business is alike, however, there is no one-size-fits-all attribute to gauge which leads are coming in hot. This is where custom attributes come in.

With custom attributes you can assign any information that isn’t available in standard fields to an individual customer profile. 

This can be a contract end date, payment information – or any other data that is relevant to your customer communications.  

Custom attributes on People CDP are configured per account and given a custom name. 

Using custom attributes lets businesses engage customers with highly specific customer data. When paired with an Answers chatbot, this information can instantly be read from the databases to provide instant and highly personalized interactions. 

Next, we’ll take a look at some use cases demonstrating the use of various People CDP attributes in interactions with chatbots.

These following use cases demonstrate how pairing People CDP with Answers chatbots helps accelerate conversions and increase customer satisfaction. 

In this use case, the bank draws standard attributes from People CDP – in this case, an address that corresponds to a client’s phone number. This ensures that the bank card is shipped to the correct address without the client having to manually enter it.

And here the chatbot uses recent customer event history attributes to suggest pre-approval offers for credit cards, loans or new lines of credit.

The benefit for the bank here is a quick and easy upsell.

The customers benefits are faster service and streamlined applications processes with a more certain outcome – since they’re pre-approved.

This use case demonstrates several instances of chatbots drawing information from People CDP.

First is the customer’s order history. The chatbot asks whether the customer would like to place an order or repeat a previous one.

Next, the customer re-engages the chatbot. This time the customer chooses to repeat a previous order – which the chatbot draws from the customer data profile order history.

These are a few examples that are applicable across various industries that demonstrate how a chatbot connected to People CDP can draw advanced personalization options to accelerate conversions and provide enhanced CSAT.

By enabling People CDP with Answers, we wanted to help you supercharge automated conversational experiences with customers. 

And the data speaks for itself. 72% of sessions ended in positive outcomes and 25% more conversions in sessions when Answers were used in combination with People CDP, which clearly shows that CDP enhances your chatbot’s ability to create memorable customer journeys to aid retention and increase customer acquisitions.