In this article6 sections
Better customer conversations through messaging
Customers increasingly expect to contact a business through channels they already use. In the original December 2024 article, Positive explored AI chatbots for Viber and WhatsApp as a way to make those conversations faster and more useful.
For an international business, the appropriate channel depends on its customers and markets. WhatsApp or Viber may be relevant, but adoption should follow actual customer behaviour rather than an assumption that the same platform works everywhere.
Availability, context and response time
A messaging assistant can make routine information accessible outside a team's working hours. Where the underlying systems and permissions support it, previous interactions can help provide context and a more relevant response.
The original article cited research suggesting that more than 65% of users preferred messaging platforms for brand communication. It did not identify the study, so that number should not be treated as a universal benchmark for every market. The practical question is which channels your own customers choose and what they need when they arrive.
What a chatbot can help customers do
The article described three broad capabilities:
- Answering recurring questions about products, services, opening hours and order status.
- Guiding a customer through a task, such as placing an order, arranging an appointment or finding the next step in resolving a problem.
- Using images, documents and other supported media when a conversation needs more than text.
These capabilities become more useful when the assistant can work with reliable business information. A fluent response is not enough if it cannot reflect the actual order, product or service involved.
The operational value
Automating suitable routine enquiries can reduce repetitive manual work and help support teams handle demand. Faster responses can improve the customer experience, while a scalable channel may make it easier to manage peaks in activity.
The original article framed these benefits around efficiency, customer satisfaction, operating costs and scale. Their value depends on how well the assistant fits the process and how its performance is tested.
Preparing an implementation
Positive's original sequence began with a clear objective: improve support, make a process faster or help customers complete a purchase.
The next steps were to adapt the assistant's tone to the business, connect it with appropriate systems such as a CRM or ecommerce platform, and test accuracy and reliability before release. For companies working across markets, language support also needs to match the people actually using the service.
The Positive example
The original article described Positive chatbots supporting personalised conversations, ecommerce information and multiple languages. It reported that one retail client saw a 35% increase in customer satisfaction after implementation.
That is the result reported for the original case, not a guaranteed outcome for another business. A new project needs its own starting point and method of assessing improvement.
A useful messaging assistant should help a customer reach an answer or a completed task while reducing unnecessary work for the team. The aim is a better relationship, supported by the right information and a dependable process.
Explore Positive's AI solutions or discuss your customer communication workflow.
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