Reasons For Reimagining Customer Experience With Conversational AI

Technology has now become more important than ever for any business. Today, businesses are utilizing technology to integrate, automate, and re-engineer most operational processes. According to a study, about 80% of business owners agree that technology is the key to growth nowadays. One such technology that can help move head over heels, in the long run, is Conversational AI.

Reimagining customer experience with the Artificial Intelligence sport has improved scale, streamlined processes, slashed production times, and reduced operating costs. This must be implemented as the world is changing so rapidly. And if businesses overlook this change, they would be down in the dumps.

Before acknowledging why it has become a necessity in today’s business world and how conversational AI is so well suited for customer experience management, let us learn about conversational AI. 

What Is Conversational User Experience?

Conversational User Experience refers to the experience the customers get by having their problems solved by artificial intelligence. 

In other words, it is an experience built up of either voice-based human-computer interaction or chat. Generally, the voice interaction is a mimicry of typical human conversation.

Limitations of Conversational AI 

We know the actualization of chatbots has been a savior in handling simple issues with specified rules at a certain level. But when complex and difficult decision-making tasks emerge, the chatbots seem to be inept.

As per one of the reports from the prestigious MIT Technology, almost 90% of people or users have reported complaints and also polled for considerable alterations in the resolution speed for online chatbot help services. 

Though virtual assistants and chatbots are of high use, they cannot handle complex issues. In such cases, the requirements of cognitive technologies are enforced. Now is the time when Conversational AI and RPA technologies hold the picture.

Approximately 80% of consumers conveyed the ease with which they got while seeking help from Conversational AI deployed chatbot help services. They got to experience an enhanced call volume which is processed using AI. 

Also 90% of people acknowledged an appreciable upgradation in the support service offered by conversational AI deployed customer care services. Hence, implementation of AI favors customer contentment with engrossing contact help center performance.

Analyzing the above context, let us understand the exact contrast between the traditional ecstatic chatbots or chatrobos and the Conversational AI deployed systems in a more detailed space. 

Generally, traditional or regular chat-robos were programmed in such a way that they had to abide by a list of rules. They were very much dependent on the typical programming techniques. 

They worked on the ‘if and else’ notion of the programming ethics and followed the same principle as their main functionality.

Consider an instance, when a user or a customer asks at what time the company store starts being functional, the regular chatbot would simply start responding by checking across its rules booklet.

After searching the typed keywords of the customer with the already set keywords in its rules booklet, it will go to that particular rule. Thereafter, it will respond to the customer with the set reply which was scripted accordingly. 

This is a native process as the chatbots function according to their programming. By this, they were able to match the customer’s keywords with the ones stored in its memory and then as per the matching keywords they select and present the recorded response to the customer. 

At times, this traditional approach can prove to be helpful. But there are also times when customers can face support issues even after contacting these chat bots. Like for normal issues and short queries, the chatbots can easily manage and respond accordingly. However, it does not understand the whole text typed by the customer on a thorough basis. 

This used to be an upcoming disability of traditional chat-robos that was responsible for limiting the communication with the users and consequently limiting the support services provided to their customers. 

So here comes the Conversational AI deployed systems. Conversational AI does not limit the communication with customers as it does not simply pick up keywords and send scripted replies.

Conversational AI has been equipped with multiple in-built features that enables it to have a complete and thorough conversation with the customer either via normal texting or voice searches. 

In addition to this, conversational AI has also got the ability to facilitate a conversation in a specific language according to the customer’s convenience. It allows those real-time translations which proves to be highly helpful in covering mass customers. 

Why Has Conversational AI Gained Ample Importance In Today’s Time? 

The answer to this question is way too simple. It’s just that ‘who likes to wait. Who will not like no-time service, greater convenience, less friction, and faster resolutions? AI provides these sublime features. 

Digitalization is a new era. And its implementation is a must in every field to ease human efforts to another level. This has made the latest technology a part of even the minutest things of today’s life. 

Removing numerous points of friction is the key idea behind Conversational AI. Customers were often compelled to deal with endless waits. Customers had to strive a lot for an email response or contact with the help desk agents. 

There is often limited availability of service desk agents during business hours. And when the business hours get over, customers have to wait for their responses. Moreover, the support desk agents also had much pressure to do more with less equipment. 

The customer interaction with the business is the most crucial part of the overall customer experience management. Conversational AI encourages ease in that interaction and makes it flawless. 

Hence, technology alleviation is highly beneficial in scaling quickly and meeting business demands. This technology of artificial intelligence also provides ease of navigation to customer demands.

How Conversational AI Improves Customer Experience?

Conversational AI provides ample support, starting right from acknowledging customer needs to easing their churns. 

Conversational AI allows customers to communicate with the businesses following the same conversational approach as the human-to-human interaction. 

Even though they are interacting with a human or AI agent, they get the issue resolved.

A particular company or an organization can deploy Conversational AI to develop their engagement with their customers. Also they can enhance their CX results in multiple ways. 

They are social media approaches where the company or business could simply advertise and drive users to their website and engage them with their products or facilities. 

Another is the email marketing approach which can be infused by conversational AI implementation. It helps in sending customized and automated emails. They specifically notice the behavior of each user and then activate email drives based on that data and information.

What Are The Key Inbuilt Features of Conversational AI?

A. Inbuilt AI model

Conversational AI has an easily built and deployed context-aware AI model with a comprehensive suite of APIs, which helps understand typical and natural human conversations.

B. Integrated APIs and SDKs

Conversational AI has got its Conversation Intelligence for Developers. It can easily integrate APIs and SDKs to convert video, audio, and chat data. Their conversion is necessary to generate sentiments, topics, summarization, live captioning, and intents into the company’s applications.

C. Beyond Speech Feature

They have got the ‘beyond Speech’ to Text feature, which extracts topic hierarchies, summary topics, and scope from unstructured conversation data with great ease. 

The topics of discussion in the Conversational AI often go beyond the standard speech-to-text and achieve real-time speaker separation (diarization). It also helps identify topics, generate action items, and much more by streaming all kinds of asynchronous sources.

D. Actionable insights

The Conversational AI’s conversation analytics measure topic-based sentiments, talk-to-listen ratios, sentence level sentiments, entity tracking, and many more things to develop actionable insights.

The real-time insights of Conversational AI are to extract actionable insights. These insights refer to key topics, action items, questions, follow-ups, and intent in real-time. This makes the company’s applications much more customized, smarter and robust simultaneously.

E. Entity And Intent Recognition Feature

The entity and intent recognition feature of Conversational AI helps enable the real-time identification of defined entities. These defined entities are named location, dates, speakers, company, and many more. They also help in building custom entities.

F. Pre-built UI elements

The customizable UI components of the Conversational AI support the customizable and pre-built UI elements. This helps build native AI-powered experiences for typical human conversations at a very fast pace.

G. CRM Platforms

There are many CRM platforms and CDP platforms which the  Conversational AI and ML are integrated with. The customer data platforms, i.e., the CDP platform and the CRM platform along with C2CRM possess integrated AI. 

This integrated AI provides them with the functionality by which they allow real-time decision-making configuration, anticipation analysis, and conversion assistants which helps the company to communicate more elaborately with the customers.

What Are a Few of The Ways to Enhance Customer Experience Using AI?

Businesses nowadays are deploying AI to develop much better customer experiences in the following key ways.

1. Providing 24/7 Helpdesk Support service across every channel of the company

The help desk support service of a particular company or a business should provide customer support to the users around the clock. That is in case the customers get into any problem, they should get the facility to seek help from the customer care support by simply contacting them. 

2. Provision of immediate answers to customer’s queries

Every customer must feel free to contact the customer care services and they should be highly responsive for that. The people who have been assigned to the help center should hold the responsibilities of answering the queries of the customers in no time. This immediate action would help sustain customers and their faith in the company as well.

3. Anticipating and preventing issues faced by customers

Various AI models and other machine learning techniques are already there in the technical domain right now which has to be deployed for better functionality. 

For enhancing customer experience, these AI technologies can help a lot in anticipating what issues a customer is most liable to face. Then after detecting the most probable issue, the company can carry on measures in order to prevent it. This gives a sense of security to the customers and makes the company more reliable to them. 

4. Creating relevant hyper-digital advertisements

As we know advertisements can often make customers drive away if that advertisement is not in the interest of the customer. This is an important factor to be considered upon as it can either retain or drive away customers. And this analysis can be done again with the help of Artificial Intelligence (AI). 

Using AI, the company will come to know what are the exact interests of the customers and what other related things can engage their attention. This will help companies to telecast relevant advertisements to their customers and endorse them more with their business. 

5. Helping customers to find things at affordable prices

Price factor either attracts or distracts customers. If a user is getting any particular product or facility at a much affordable and better price somewhere else than the company, obviously they will go ahead with that. 

So companies should be aware of the other prices in the market which they can attain with the help of various AI models. Also a company should convey how their product is better than other similar products in the market mostly in terms of quality and definitely the price. 

6. Making availability for powerful personalized search

Any product designed and manufactured or any facility provided that meets an individual’s exact requirements can certainly increase the chances of the company to convert them into their promising and potential customers. 

Closing Thought

The implementation of conversational AI has replaced the time-consuming process and lessened the problems faced by the customers. However, having customer support agents for communication and facilitating resolution is still vital. Today is the era of hyper-digitalization. And in such a highly competitive environment, conversational AI possesses the potential to unlock the concealed value within organizations at a large scale as it needs no or less human intervention.