The Capacity Messaging & SMS World event took place June 8 - 10 and Viber's Senior Director of Business Messaging Solutions Etienne Dupont was featured on the panel "Conversational commerce – it’s a two-way street".
The rise of e-commerce over the past decade and more has arguably been even more intensified as a result of the coronavirus pandemic. As the world entered lockdown, end customers have used online retailing channels, but are somewhat missing the physical interactions and touchpoints seen in a brick and mortar store.
The concept of conversational commerce intends to fill part of that void, creating a hub for direct conversations between a brand and end user that eventually result in transactions in commerce. So how can this vision be realised and how can CPaaS, AI and RCS players create that framework in areas such as payment solutions and providing an omnichannel experience, as well as the security implications?