Voicify Personalization Capabilities

“Talk to me like you know me” IS HERE

Implicit and explicit personalization is natively supported on the Voicify Voice App CMS platform. No more complicated visuals for business and marketing logic. Just build it right into the conversation.

Give your team the power to realize their personalization dreams.

It used to be that personalization was the unattainable holy grail for marketing and customer experience teams. Voicify has made it so simple that IT and Marketing leaderships are turned into heroes with their teams by bringing Voicify on.

arrows to implicit personalization on voicify platform

Implicit Personalization

Pre-existing conditions within Voicify to execute implicit personalization include:

  • Using/Not Using Platform
  • User has/does not have Flag
  • Has/does not have Session Attribute
  • Using/Not Using Device
  • Using Device with Capability ‘x’
  • User is/not Account Linked
  • Is New/Returning User
  • Slot contains/doesn’t Value
  • User navigating/not from Content
  • User has/not hit content
  • Session has/doesn’t flag
  • User has/doesn’t attribute
  • Session has/doesn’t attribute

Explicit Personalization

Establish custom user flags mapped to any API accessible field within your digital stack. Common personalization elements include:

  • product purchases
  • purchase date
  • web channel login (behavior)
  • mobile app login (behavior)
  • LCV
  • length of relationship
  • last action with brand
  • many more…
explicit personalization

Customer Spotlight

“We originally thought we would simply be using Alexa and Google’s native voices in our early iterations with voice assistants. Voicify’s media library and device optimization made it clear we could advance the sophistication of our voice apps quickly. Our fans thoroughly appreciate it. We know they do because they tell us.”

JAKE COOK, Marketing Executive
Leyton Orient Football Club

 

Understanding Implicit Voice Personalization and Conditions

Implicit personalization leverages information that’s sent by the device or read by the platform. Sometimes called contextual relevancy, implicit voice personalization allows you to determine the conversation through elements that don’t specifically identify a user but leverages their behavior and context. Here are a few examples!

New Versus Returning Users

We’ve all gone back to a voice app only to endure the same Welcome Message time and time again. No more!

Should participants be getting a special welcome during a specific season? Perhaps a special offer or message? You can do it with Voicify Implicit Personalization.

new user personalization on voice app cms

Device Context

While Voicify optimizes your content and voice app for any device the user chooses to engage on, there are always special use cases.
Want to offer to text the participant if they are on a speaker but connect them to a human if they’re on their phone? No problem. Leverage Device Context Implicit Personalization rules right within Voicify.

Content Context

Understanding what participants have and have not experienced is a valuable piece of data to utilize. Voicify helps you understand what they have talked about and leverage that information to inform what comes next.
Similar to ‘choose your own adventure,’ but for the voice app owner!

content context to know what users have experienced on voice app cms

Learn about all the current features of the Voicify Voice App Platform

Spend some time with Voicify leadership walking you through the major features of our recent 3.0 Release including Personalization & Modules.

Understanding Explicit Voice Personalization and Conditions

While implicit voice personalization is anonymous, explicit personalization is not. When your audience links their voice assistant to your brand, you can utilize the information you have for them since you know who they are. Persona type, transaction, browsing history, call center, and self-service history are all up for grabs. We abstracted our explicit personalization so you can define what to utilize from your back office system to better serve your community and customer.

Transactional Flags

Just like every person is unique, so too is every business and the customer profiles they maintain. By mapping CRM transactional fields you have with your customers, you have enabled greater personalization within Voicify without even knowing it.

Elevate this experience even further by leveraging Voicify’s webhook variable replacement to combine transactional flag lookups with dynamic responses, minimizing the need to manage the conversation over time.

personalization flags built to voice cms platform
flags to indicate personalization on voice app cms

Persona Flags

Many brands characterize their customers into personas, allowing for a wider set of actions and business rules. By including personas in content strategy, brands are setting up the Explicit Personalization connection between Voicify and the CRM.

Utilizing personas is a powerful method to engage people and offer higher contextual relevancy without having to establish unique customer rules.

Did / Did Not Purchase Flags

Without a doubt, a customer’s purchase history is a critical indicator of probable interest. Cart abandonment from another channel allows brands ways to offer the purchase moment again in a conversation, with little to no friction.

Brands who don’t engage with e-commerce or voice commerce can use this customer information, as well, by setting a purchase flag and connecting Voicify to their CRM or transactional history DB, allowing the customer an engagement level well beyond an anonymous participant.

personalization flags linked to what users purhcase

Understanding the concepts and activations with Voice

Take a Listen!

Using Voice Technology

by Jennifer Ayres, Lisa Insley & Jason Fields | Survive & Thrive Podcast

Or Listen on Google Assistant or Amazon Alexa!

Send it to an assistant? What is this?
The Voicify Voice App Platform supports the ability to move a person across channels. By using hyperlinks on visual-based channels you can start the conversation exactly where it should be. Try it out!