Kristina: Bringing SMS to scale is an issue that we are hearing causes problems for a lot of travel brands. What is the hold up here?
Austin Wheat, Senior Product Manager Enterprise Mobile Messaging, OpenMarket: SMS is one of those rare technologies where its popularity and success can potentially hinder a company, if they are not properly prepared for the upswing. For instance, 80 percent of U.S. travelers own a smartphone. If a hotel institutes an SMS engagement plan without the proper groundwork in place, how will they handle the onslaught of new text messages whenever a guest has requested extra towels or has difficulty with the Wi-Fi passcode?
Kristina: Is artificial intelligence a viable option to implement SMS?
Austin: One approach is to leave out the human factor, and turn to artificial intelligence (A.I.). Companies such as Go Moment’s Ivy leverage IBM’s Watson–a cognitive
Article source: http://www.bizreport.com/2016/07/expert-why-brands-need-to-re-think-sms.html
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