The Engagement of Things (EoT) enables brands to immediately understand a consumer’s need, no matter which channel they use and predict exactly what that individual will do next.
The Internet of Things (IoT) is the universal state of the modern age in which more and more objects in our daily lives are integrated with some sort of link to the internet and other devices. It’s basically a big information system. Then comes the evolving customer experience propelled by the Internet of Things has brought about a need to engage for businesses with consumers in a more allied way than ever before which we call as the Engagement of Things (EoT).
IoT user’s interaction with brands are moving beyond their laptop or smartphone and on top of whatever smart object they choose – while still reserving the right to engage the old-fashioned way on the phone. To increase the challenge, they expect the conversation they started on their smart TV to be the same conversation they continue on the mobile website or via SMS. That’s why the nature of an IoT user’s interrelating with a smart device, whether in the home, in a car, or on their body, has been fulfilled on one of the effortless desires.
However, the consumer’s relationship with their IoT world has become more sophisticated in that they assume they can communicate within the same way they access information at a simple command given by them.
Now, the question is how organizations can enable consumers to engage with them through a device anywhere, without making it trickier.
And this evolving customer experience brings rise to the concept we call the Engagement of Things.
The Engagement of Things (EoT) is defined as the ecosystem of intelligent conversational platforms that interconnect to provide consumers with a singular experience that helps them get complex, multi-layered tasks done through simple and intuitive dialogue. By bringing together each end-point, from the web, mobile phones and TVs to smart home devices and connected cars, and combining conversational AI with intelligent engagement. The Engagement of Things (EoT) enables brands to immediately understand a consumer’s need, no matter which channel they use and predict exactly what that individual will do next.
The days of simple question and answer chat with conversational systems are behind us. The Engagement of Things will let more intricate tasks get done by connecting distinct sources of information and combining that data to better serve the consumer. Over time, simple requests like “Play my favourite song” will turn into complicated propositions like “I had an accident, I need to file a claim” that require a system to know what qualifying questions to ask (“is there a police report”, “what’s the account number,” “where was the accident”, etc.). The result will be where consumers engage with brands the same way they do with their friends – through natural conversation across channels and without losing context.