Happy customers - happy business!
We all know that a great customer experience is the key to a successful business. So how can we improve it? Exactly – through conversational AI!
As entrepreneurs, managers, and business people, we must answer our customers’ needs and complaints, listen, and offer support. Because, after all, a customer who goes through a bumpy ride on customer service is more likely to end up not wanting to interact with our business anymore. But today, when a company becomes understaffed or overworked, implementing customer support becomes a challenge for many.
That’s why many organizations are turning to conversational AI to help enhance their support service.
But what is Conversational AI all about?
Conversational AI is a type of artificial intelligence that enables us to interact with our computer naturally, using a language that feels like we’re talking to a real person. And let’s face it – we’ve all seen conversational AI used in various means, even if we didn’t realize it.
Siri, Google Assistant, and Amazon Alexa – all of these virtual assistants use conversational AI for us to communicate with them. They have incorporated voice assistants and virtual assistants being able to perform an action based on our request. This means that we can ask any question or even make requests such as “I need help booking my flight.” We can even request movie or song recommendations. Not to mention that people also use it for all sorts of personal projects, making their lives easier.
However, Conversational AI goes beyond simple chatbot AI. Take OpenAI’s ChatGPT, for example! Let’s face it – it has become one of the most popular, if not the most popular, options for conversational AI. But ChatGPT is a combination of Conversational AI and Generative AI, which, unlike traditional AI, which simply responds to commands, works through dialogue, making it much more effective at understanding and responding to human input.
But let’s stick to Customer Experience! Imagine this: You’re sitting at home, trying to find a solution to an issue with your favorite product. You go to the company’s website and open the chat window. Within seconds, you’re connected with a friendly AI-powered chatbot who greets you by name and asks how they can assist you. You explain the issue you’re having, and the chatbot quickly provides a solution, answers all of your questions, and even recommends related products that might interest you. This is Conversational AI in Customer Service at its finest!
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Conversational AI is not a new concept, though!
For one, the idea of an Artificial Intelligence chatbot has been a focused subject of the tech industry for years, but recently, we have started seeing disruptive progress in this area. By getting access to virtual assistants, everyone, the average human, can, for the first time, acknowledge that Conversational AI is improving. Their quality is getting better as developers learn more about how to make them work, which means they can now be used to a great extent. It sounds promising.
And conversational AI is becoming more sophisticated as well: As the technology picks up some steam, so do its capabilities. It is easier than ever before for companies to create effective chatbots on their own without hiring specialists! But value is being created and delivered both for the companies that implement such technologies as well as for their customers. If you are a lot on the internet, you might have come across different customer support chatbots! We don’t expect you to try talking to every one of them - but when in need, our requests can be quickly registered and responded to rather than added to a queue of other people with similar issues. We are talking about efficiency here!
This technology has become popular among businesses because it allows them to offer customers personalized experiences without having any employees dedicated solely to this task. Instead, these interactions are handled by software that requires little maintenance once it is built!
But let’s not get ahead of ourselves, as implementing conversational AI in customer experience has both pros and cons!
As business owners, we want to deliver the finest possible customer experience for our clients. We also want to make sure customers can reach us somehow when they need something, whether during regular business hours or after hours. But we are not robots - we cannot stay on top of things 24/7. What we can do, however, is to make our life easier!
An excellent approach to accomplish this is to use conversational AI software to answer any queries your consumers may have regarding your company’s products or services. Consider how much time and money you could save! Even more so, your consumers would be pleased with our service responsiveness.
Implementing conversational AI in customer service is not without its challenges, though!
The first step is integration with existing systems, which can be difficult due to varying APIs and protocols used by different chatbots. For example, if you’re using a third-party chatbot provider like Facebook Messenger or Google Home, you will need to ensure that their API works well with your system.
Following that is quality assurance: ensuring that your AI replies are correct and meet (or exceed) client expectations. This requires thorough testing that accounts for all conceivable scenarios in which consumers may engage with your bot. Business owners should aim to implement conversational AI only if it is capable of responding to every essential question a customer may pose!
Conversational AI is everywhere nowadays, whether we like it or not. And for a good reason, too, as they can save companies time and money by answering simple questions that people would otherwise have asked a human operator. Not only that, but consumers are also benefiting from such services.
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