Kaustubh Kashyap in Voices, Tech, TOI
Conversational AI (CAI) has revolutionised how businesses interact with their customers. Companies include Conversational AI into their omnichannel experiences—often in their messaging applications—whether they are utilising text-based or speech-based chatbots to increase sales and improve customer support. On one hand, the customers benefit directly from this technology by getting responses to their queries instantly, and on the other hand, these companies increase their efficiency due to increased sales and/or improved customer satisfaction at lower costs.
Conversational AI chatbots continue to be employed in a variety of industries with specific use cases, including in finance, transportation, retail, logistics, facilities management, and business assistance.
Text-based chatbots are simpler than voice-assisted chatbots. As a result, it is more common to get the execution wrong, given that the correct technique is to first get the text conversation right, then move this conversation to a voice-based chat. Though, for a trainer, it is preferable to begin with a voice-based interaction in order to comprehend the nuances and ensure their presence in the text-based conversation, so the eventual transfer to voice-based chats becomes easier.
Which cases lend themselves best to Conversational AI?
We need Conversational AI in any situation where there is a shortage of qualified workers. So any transactional stream, such as where to eat, which trip to take, which medical treatment to take, which food is excellent for your health, and so on, can be analysed.
Levi’s is a fantastic example. Due to their codified system for determining the exact characteristics of how a pair fits, Levi’s was well-positioned to introduce a jeans-buying chatbot. While organising jeans into numbered codes has assisted Levi’s in developing a more extensive catalogue that can cater to a variety of body types and preferences, it made it easier for Levi’s chatbot, Ask Indigo, to assist customers in sorting through its catalogue using simple natural language.
The Levi’s chatbot answers simple questions like “How do you want your pants to fit through the hip and thigh?” to assist shoppers in selecting a suitable pair of jeans. It then uses the responses of the shoppers to recommend jeans that match their preferences.
As a result, we must examine the most complex operational situations, those most prone to failure, and then develop simpler use-case scenarios through better inventory and data management. That is, we must critically examine the benefits of simplicity that technology can provide and take a more direct approach to delivering this technology to the user. We must ensure that the bot can easily scale to hundreds or even thousands of users.
Nothing is simpler than a conversation, and nothing is more powerful than the right documentation. Conversations need content. The better the conversations are designed, the better the conversions or closures with our customers. Expert trainers know how to resolve use case scenarios, the channels to be used and conversation styles based on the target markets to eventually develop more intuitive solutions.
Why should Conversational AI be incorporated into customer engagements?
Win over your target audience
Nothing builds stronger relationships with customers than prompt and effective service. Customers place equal value on your ability to deliver a positive experience as they do on the quality of your product or service.
When consumers need to buy something, organise documents, solve a problem, or ask a question, Conversational AI becomes an option.
If you want customers to appreciate your business and return again, you must respond to their questions right away. Keep in mind that your customers are picky; if you don’t provide a service that lives up to their standards, they will not choose you again.
Around-the-clock efficient service
Providing round-the-clock customer service can be challenging. For your customers, having a sense of immediate and ongoing help is crucial. Conversational AI makes it possible to meet many of these demands. All lines of communication are always open to the user with Conversational AI chatbots.
Self-service can be powered by Conversational AI at any time when clients have straightforward queries. This guarantees that consumers can conserve their time and effort even when customer service representatives aren’t available.
Responses across all channels
It should come as no surprise that many people prefer to converse via instant messaging or on their preferred social media platform. You must be able to respond consistently and coherently, whether they contact you via WhatsApp, Voice, or Instagram Messenger.
Nothing is more annoying than having to explain the same issue to various customer service operators throughout multiple conversations or waiting hours to get a quick answer to a pressing issue.
By using Conversational artificial intelligence to automate customer service across all channels, you can provide a comprehensive and tailored service for each engagement while maintaining the voice and tone of your business.
Enhanced security and privacy
Providing secure transactions and safeguarding client data is an essential component of customer service on digital platforms. A security incident management policy, data isolation, and data protection in accordance with privacy and auditing standards are essential components of providing good service.
Integrating Conversational artificial intelligence becomes crucial when it comes to ensuring danger detection and security breaches.
Increased customization
Personalization is one of the major advantages of integrating Conversational AI into your bot. By getting to know your customers, developing a clear understanding of their needs, and being able to offer them products or services that meet those needs, you will stand out from the competition.
By incorporating Conversational AI, you may make recommendations based on each user’s preferences and deliver the appropriate responses in a supportive manner. Remember that the more personalised your service is, the more likely it is to convert prospects into customers and keep them longer with you.
Tracking Consumer Information to Gain Insight
While being compliant with privacy policies, Conversational AI chatbots are a great way to study consumer behaviour and follow purchasing trends. By analysing this information, businesses can position their products in new ways, reach a wider audience and keep them happy.
