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Integrating Intelligent Communication Automation Blog Feature
Loraleigh Daum

By: Loraleigh Daum on March 18th, 2024

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Integrating Intelligent Communication Automation

Customer Communications

Automated technology has been a staple in our society for some time now. The earliest forms of automation came to us in the form of ideations from inventors and scientists as old as Da Vinci. However, it was closer to the 1800’s, during the rise of the industrial revolution that any true form of automation was introduced into the world of business. Even at this point, the automated technology was mostly utilized in the context of manufacturing, production, and operation. Even in this limited capacity, however, automated technology made a big splash. Fast forwarding, innovators and inventors alike have improved upon the foundation of automated technology that was laid out for them by historic pioneers, and discovered new applications for the technology. One of the first iterations of automation in business outside of manufacturing or operations was in telecommunications. We’re all familiar with the robot-calls that can still spam our smartphones today. While the technology may seem quite a bit more advanced, some old habits die hard. Even this is a relatively novice application for the level of sophistication that today’s automated technology can achieve. From cold-calling robots and automated emails, to entire chat-based applications, and document creation; automated technology offers a whole array of applications. Intelligent communication as it’s utilized today, is a major part of business operations across all industries. 

Integrating Intelligent Communication Automation

The modern economy is identified by a few different key elements and characteristics. Digitalization is one of them. Over the course of the last few years specifically, our society has seen a significant acceleration into the digital era. This is exemplified by a few different trends across society. Firstly, the transition to partially, and in most cases, fully-remote operations. Where it used to be considered a luxury to work from home, it is now a normal aspect of life. Many professionals under the age of 35, and even a large percentage above that marker prefer remote-positions for a number of reasons. In addition to a large-scale shift from in-office and on-site work to remote working environments, the past few years have seen a major influx in activity and money movement across online marketplaces. 

Understanding the environment of the economy is integral to understanding the motives and thinking patterns of consumers. In turn, understanding consumers allows business leaders and decision makers to utilize and integrate automated technology in an effective and productive manner.

Utilizing Intelligent Communications with Modern Consumers

Automated communications probably bring up a negative connotation for many consumers. This is because of the way automation has been used in the past, and is still utilized in some ways today. However, while there are a few bad apples out there, automated technology has taken major strides since its early days. As such, there are many ways for brands to utilize automation in their communications without coming off as spam or junk-mail. 

In Customer Communication Management softwares, for instance, automation is one of three pillar technologies that enables a whole suite of features and tools that allow communications professionals the ability to craft powerful and personalized messages that drive consumer behavior and read as human, while still being powered by automation. When it comes to designing automated communications for the modern consumer it is important to understand the target audience on the other end of that communication. 

Most modern consumers these days are digital natives, meaning they grew up in an era of smart-technology and internet accessibility. As such, their priorities, decision making, and purchase patterns are all slightly different than generations past. In turn, this means that business-to-consumer messaging needs to align with the priorities of the target audience and speak to their needs and wants. This has sort of always been the case with business-to-consumer-messaging, but is emphasized even more in a society that rides on instant gratification, widespread access to information, and is becoming more concerned with the overall societal impact. 

Brands and organizations can use the priorities of their target audiences in order to craft and tailor messaging to those they’re specifically trying to reach. This entire process can be eased and aided by a powerful CCM system. 

Automation in CCM

Customer Communication Management softwares offers the user access to a whole suite of features and tools they can use and implement in designing effective consumer-messaging. These messages can be reused over and over across a wide number of consumer profiles, while being automatically tailored to the individual receiving the communication in every instance. 

CCM takes automation a step further though, beyond tailoring the messaging to the consumer specifically, CCM can also optimize communications for delivery across any number of consumer preferred communication channels. This saves the communications professional time and energy, allowing them to focus on more value-driven business activities throughout the day. 

A powerful CCM system will even offer tools like omni-channel and multi-channel messaging, which allows brands to communicate and message with a broader group of consumers all at once.  

A Few Final Thoughts on Intelligent Automation

We live in a technological world that is ever-evolving. From the simplest industries to the most complex, technology is integrated into almost every aspect of society in which we engage. Automation is no different, and is the fundamental science that is driving the advances being made in artificial intelligence, as well. While automation has come a long way from where it began, its future potential is likely untapped. 

CCM software offered by Topdown Systems, will give you and your staff the tools you need to optimize your communications strategy with features aimed at increasing levels of customer engagement and enhancing the customer experience overall. With shifting communication trends, having a flexible CCM software that offers a reusable content library and a suite of other communication centered features powered by AI, business logic, and automation, is essential to elevate your entire communication strategy. 

For more information on document generation software, communication best practices, or anything else on CCM software, keep browsing Topdown System’s content library.

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