Research has revealed that the ongoing, trusting and personal connections developed between brands and customers through personal conversations leads to better service for the customer as well as new business opportunities for the company. Hence, conversational commerce is emerging as a huge opportunity in driving customer service as well as digital sales.
Conversational commerce is e-commerce done through various means of conversations and uses technology such as speech recognition, speaker recognition, natural language processing and artificial intelligence.
JSW Cement is among the first Indian cement companies to introduce conversational commerce services to its trade customers, the company said.
JSW Cement, a leading Green Cement producer and part of JSW Group is digitizing its Sales & Marketing operations to provide channel partners ease of doing business by leveraging AI-based digital interventions.
It has partnered with Yalochat, a leading conversational commerce service provider, to introduce AI-based Anytime Anywhere Business transactions for its trade customers.
“This will differentiate JSW Cement as it traverses from current 14 MTPA to 25 MTPA capacity by FY2023.”, the company said.
Parth Jindal, Managing Director of JSW Cement said, “Digital Technology is shaping the long-term sustainable growth strategy of all JSW Group businesses. We are in a unique position to deliver integrated home-building solutions to Indian consumers. Our digital transformation will ensure the ease of doing business to our customers through continued improvements in the overall Brand experience combined with efficient operations for well-synchronized & timely deliveries.”
“As we march towards our target of achieving 25 MTPA capacity in the Cement business, we will ensure more investments in Technology and Research to develop & deliver innovative products that meet the evolving needs of our customers.”, he said.
As part of this digitization initiative JSW Cement is rolling out AI-based MobileTech interventions including conversational commerce services for its Trade Channels across all the markets. This digitization effort combined with its field-force interventions is expected to achieve higher efficiency in business and better customer service to the market.
These technologies are enabling the Company’s sales force to seamlessly interact with its channel partners as well as receive orders. It has launched AI-based MobileTech tools specifically designed to facilitate its channel partners the ease of doing business with the Company. These include:
WhatsApp-based Dealer Assistance Intervention to facilitate Order placement & transaction-related dealer interactions.
Mobile interventions to enable Track & Tracing of dispatched orders.
Digitized sales planning processes for effective demand management, dynamic pricing management and AI-based demand forecasting for improved lead generation.