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With WhatsApp and instant messaging (IM) firmly part of daily life, discover how AI-enhanced IM can help you meet customers where they are while reducing cost-to-serve and streamlining customer service management.
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Once just a tool for private conversations, instant messaging is rapidly growing in appeal for modern customer service. Its widespread use in everyday life has encouraged businesses to adopt it to improve reactivity and customer connection. Now, thanks to recent advancements in AI, this channel can now be enriched with new features to improve it even further.
IM can strengthen many customer service strategies. Acting as a bridge between customers and businesses, it enables instant responses, sharing of rich content, links to documents, and even transitions to video calls.
Customers have been quick to get on board with new IM channels. According to European data in the 2023 French language ESCDA report, IM tools achieved high satisfaction scores: 78% for social media, 79% for website live chat, and an impressive 84% for mobile messaging apps like WhatsApp.
However, agent-led instant messaging has limitations that need to be addressed for businesses to deliver optimal solutions.
One of the biggest challenges in customer service today is the sheer volume of incoming requests. While IM’s asynchronous nature allows flexibility for handling high-priority requests, traditional IM channels often require agents to be available 24/7. This isn’t always feasible without significant cost implications. AI-enhanced IM offers a solution, enabling businesses to provide around-the-clock responses.
To deliver seamless customer journeys and the highest service standards, contact centres must adapt and make processes more flexible, while also prioritising data management. Equipping agents with the right tools not only boosts efficiency but also reduces frustration and, thereby, turnover, which can significantly impact a business.
AI is a game-changer for overcoming these challenges. By integrating AI into customer journeys, businesses can implement smart orchestration of requests, automatically prioritising and categorising them based on urgency and complexity.
AI categorises incoming requests, identifying those requiring immediate attention with intelligent qualification. Agents can focus on high-value interactions, while routine queries are handled by the system, ensuring smooth and rapid service.
Low-value or easily resolvable queries can be addressed automatically using IM connected to the company’s knowledge base. This approach ensures that requests are appropriately routed—either to agents or to self-service channels.
AI assists agents with response suggestions and grammar or spelling corrections, enabling faster and more precise replies while maintaining top communication standards. These tools also help agents adopt best practices more quickly, reducing training time.
Since November 2024, businesses have been able to benefit from cost-saving WhatsApp offers, including 1,000 free conversations per month or time-limited free messaging via qualifying access points. Offering a unique opportunity to strengthen their presence on this channel while rationalising costs. With nearly 2.95 billion users worldwide as of September 2024, WhatsApp, when powered by AI, can become a strategic channel for capturing customer attention while optimising operational costs.
Odigo AI Orchestrator stands out with its comprehensive approach, seamlessly handling IM interactions from initial messages to automated or agent-assisted resolutions. This all-in-one solution ensures smooth and efficient management of customer interactions, delivering rapid and effective responses.
By centralising and orchestrating all communication channels—IM, chat, and phone—Odigo simplifies administrative processes while maintaining a consistent customer experience. Integrating AI-enhanced IM into an omnichannel strategy becomes a powerful lever for boosting customer loyalty and streamlining internal operations.
AI-powered instant messaging, supported by tools like Odigo AI Orchestrator, has emerged as a key channel for delivering high-quality customer service. Offering an omnichannel solution and end-to-end request handling, it enables businesses to enhance both operational efficiency and customer satisfaction.
As digital interactions soar, control over data, infrastructure, and compliance is no longer optional. Discover why European-made contact centre solutions are more relevant than ever.
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Call summaries may not steal the spotlight in contact centres—but they steal time. Agents spend minutes after every call writing them up, often inconsistently, and that adds up fast. With AI, there’s now a faster, smarter way. Automating call summaries doesn’t just save time—it improves data quality, boosts agent productivity, and enhances the customer experience. Here’s how to do it right.
Even in a digital-first world, voice remains a core channel—where stakes are high, and call quality is more than a minor detail.
On February 26th 2025, a CCMA Connect event, supported by Odigo, took place at the stunning Goldman Sachs' offices in London. For the occasion, contact centre leaders from across the UK gathered to discuss what makes great CX in today's world.
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