Iterable Upgrade Puts Customer Interactions in Context

In San Francisco, AI customer engagement platform Iterable has announced a major upgrade designed to add data from 'every customer interaction' into the marketing stack, providing context for use both by human marketers and AI agents.

The firm's Chief Product Officer Nick Beil (pictured) points out that while 'customers remember every interaction they have with a brand,' within the enterprise the context of different contacts is often fragmented across different systems, meaning that the other side doesn't have this full picture. Beil says the new features tackle this 'context gap', explaining: 'AI can move faster, but it can't necessarily make smarter decisions. We're building Iterable so every signal, conversation, and outcome adds to what the platform understands about the customer, and makes the next interaction better. That's the shift we're driving: from AI that simply helps marketers do more, to intelligence that continuously learns, adapts and improves with every engagement.'

The firm flags up three specific areas or 'dimensions' of customer engagement the new software should enhance:

• Making every mobile interaction count - Iterable is expanding its native messaging capabilities to help marketers turn mobile channels into richer, more interactive experiences in the moment, using RCS (Rich Communication Services) such as verified branded messaging, rich media, carousels, suggested replies and journey orchestration; and WhatsApp, built natively within Iterable, enabling marketers to extend connected, personalized conversations
• 'Building on what you already know - via an integrations hub, making customer context across the marketing stack easier to connect and activate; and
• Turning customer interactions into intelligence with Nova Agents, for conversations, monitoring and analytics.

The company says that together, these capabilities create a continuous intelligence loop across Iterable.

Home page: www.iterable.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

Register (free) for Daily Research News

Simple printable version of this article

Email this article to a friend