There’s a lot to consider when shopping for Software-as-a-Service (SaaS). Organizations want the right solutions to match their needs and simply do not have the time, resources, or energy to onboard shoddy technologies that need to be replaced in the near future. To make the proper purchases, businesses weigh a number of factors including ease of use, flexibility or customization, and the best practices or strengths baked into the solution.

Admittedly, there can be tension between these factors. For instance, the most robust solution might be highly technical. Or the solution easiest to deploy might have limited customization. It’s up to each organization to assess every use case and do a cost/benefit analysis of whatever technology they are considering.

However, there is one contradiction that shouldn’t be overlooked. Namely, when flexibility and customization directly contradict the value and strength of a solution like Conversational AI.

Not All Flexibilities Are Equal

Consider the body of an athlete. Depending on their sport or activity, lots of time is spent training their body to be strong or limber in certain areas. If they fail to properly prepare their body, they could suffer an injury.

The same thing can be said for Conversational AI. While there are certain factors that benefit from flexibility and customization, there are other features that would suffer from overextension.

For example, short and sweet emails tend to capture people’s attention while long emails are often ignored. Similarly, well-constructed emails will land in a recipient’s primary inbox while an email with abnormal subject lines or body text falls into spam folders. The truth of the matter is that emails following a certain formula have the best chance of converting contacts into revenue opportunities. Trifling with the formula makes your outgoing emails less effective.

While Conversica allows its customers to customize certain aspects of an AI-driven conversation (such as tweaking the subject line or injecting language specific to a certain campaign), there are other changes that we prevent in order to retain the integrity of the conversation. These restrictions are based on best practices tested and retested over a decade of delivering two-way, human-like conversations with leads and customers.

In fact, our Intelligent Virtual Assistants (IVAs) are trained on deep learning and data from one billion interactions. This is why Conversica is a leading provider of Intelligent Virtual Assistants helping organizations attract, acquire, and grow customers at scale.

By combining flexibility and customization when most appropriate with rigidity based on longevity and best practices, Conversica delivers the greatest value for our customers—as well as the greatest experience for their leads and customers.

When Too Much Flexibility Is Counterproductive

The primary value of an Intelligent Virtual Assistant lies in its ability to engage every lead or customer in a scalable way that drives towards the next best action to foster revenue opportunities. However, an IVA also alleviates many of the constraints on time and resources facing revenue-generating teams by automating repetitive tasks—such as crafting large numbers of personalized emails, chasing cold leads, or following up with customers to schedule or reschedule important meetings.

In this case, too much flexibility can be counterproductive. Crafting an email yourself offers complete flexibility. However, you are more likely to make mistakes from simple typos to sharing the wrong messaging to overlooking best practices. Even the most experienced Salesperson or Customer Success Manager errs every now and then or has a bad day. Couple this reality with the vast number of emails teams need to send leads and customers and you begin to understand how much time and effort is sunk into outreach.

Intelligent Virtual Assistants, on the other hand, never have a bad day, never get frustrated, and never waste time. Better still, IVAs always deliver emails tried and tested to ensure higher open rates and better customer engagement. By intelligently automating redundant, albeit vital, communications, Conversational AI allows business professionals to focus on what they do best—like closing deals or building relationships with customers.

Flexibility When You Want It, Quality When You Need it

As a customer-centric organization, we are constantly improving our solutions informed by customer feedback. We welcome our customers to share suggestions about what they want to see from our Intelligent Virtual Assistants. We’ll work with you to provide the best SaaS to meet your needs.

When it comes to Conversational AI, Conversica isn’t just selling software. We are selling best practices powering our Intelligent Virtual Assistants to ensure quality, two-way conversations with leads and customers that saves time while accelerating revenue opportunities.

Explore how an Intelligent Virtual Assistant can augment your revenue-generating teams by reading our eBook, The Future of Work Is Now: New Research Shows the Benefits of an Augmented Workforce.