Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company under Dentsu, has unveiled its latest innovation: Intelligent Messaging. This end-to-end messaging solution aims to create unified brand experiences across various touchpoints and channels by seamlessly blending AI assistance with human interaction. With Intelligent Messaging, Merkle endeavours to craft turnkey chat experiences, including those across social and messaging platforms, ensuring always-on conversational interactions throughout the entire customer journey.

“Brands are seeking ways to make experiences more personal, make shopping more seamless, and shorten the path to purchase,” said James Riess, SVP, General Manager, of loyalty and messaging experience at Merkle. “Our new global solution, Intelligent Messaging, can be seamlessly integrated into existing plans, enabling brands to forge deeper connections with customers, enhance customer satisfaction, and generate lifetime value.”

The Intelligent Messaging solution, a part of Merkle’s world-leading CRM & Messaging offering and incubated by the dentsu Integrated Solutions group, modularly connects across six key service areas:

1. Intelligent Messaging Blueprint: Crafting a tailored messaging strategy to shape future-state marketing.
2. Conversational Design & Experiences: Creating meaningful messaging with intuitive, human-like persona development and behavior-based experiences.
3. AI + Human-Powered Assistance: Amplifying assistance and support with AI-powered chatbots, synthetic humans, and a human-powered team available 24/7.
4. Click to Message Ads and Marketing Messages: Enabling customers to directly engage via Messenger, Instagram, or WhatsApp for an always-on 1:1 connection and lead generation.
5. Technology Integration: Seamless integration with industry-leading e-commerce and CRM platforms, including Salesforce, Adobe, Braze, and more.
6. First-To-Market Advantage: Gaining early access to alpha and beta products through partnership with Meta, along with tailored solutions to drive innovation and growth.

“Intelligent Messaging seamlessly integrates media and CRM, providing a holistic approach to customer interaction. By leveraging advanced technology, businesses can meet consumers in their preferred communication channels and deliver connected and personalized experiences, ultimately leading to improved customer satisfaction and loyalty,” said Val Vacante, VP Solutions Innovation, dentsu. “We were excited to see the solution deliver increased engagement, conversion, and zero-party data collection with our clients William Grant & Sons and WWF in collaboration with dentsu X, Carat, and iProspect.”

The collaboration between Dentsu and Meta has resulted in the formation of a global Meta Messaging Alliance, providing dentsu, Merkle, and Meta clients with access to alpha and beta products across Meta Business Messaging platforms. As the first global agency network solution provider for WhatsApp Business, dentsu and Merkle aim to leverage this partnership to deliver seamless customer journeys across media, customer engagement, and service.