Human beings have used the language throughout the history as an oral, visual, and written communication. When participating in conversations we connect with others to share information, express our ideas, thoughts, experiences and points of view.
People use nowadays technology to communicate with machines besides among us. Thanks to Conversational Artificial Intelligence, talking to robots is now possible.
If you have ever interacted with a chatbot using devices like Alexa, Google Home or assistants like Siri, you can make an idea of what we are talking about.
In the current post, we will explain what the Conversational Artificial Intelligence is, and the advantages reported in order to evaluate the implementation into your business.
What is the Conversational AI?
The Conversational AI is a system that enables human-machine communication in a natural and efficient way combining technologies such as artificial intelligence, messaging applications and voice recognition.
It is characterized by its ability to develop complex conversations in a non-literal way using words, phrases, and sentences. In addition, it can detect the other person’s intention, perform tasks that require a certain level of difficulty and learn from previous interactions, so after practicing is capable to hold more useful and enriched conversations just as people do.
In what technologies is the Conversational AI based?
Technological advances in recent years have allowed us to quickly evolve in many aspects. One of the most outstanding fields in the technological development is without any doubt, the interaction between human-machine, where the irruption of Artificial Intelligence has marked a turning point.
Conversational AI-enabled systems, such as bots or virtual assistants, are increasingly able to hold coherent conversations with a user. Based on their experience they can perceive, reason, learn or solve problems.
This is possible thanks to technologies such as the machine learning, the deep learning, the computational language, or the natural language processing (NLP).
Broadly speaking, we can say that we use the generic artificial intelligence term when a machine is able to mimic the cognitive functions of the human mind.
The machine learning is a discipline belonging to the artificial intelligence’s field that develops algorithms capable of learning from available data to make predictions and decisions as the information is processed. These systems improve autonomously over time.
Natural Language Processing
The Natural Language Processing (NLP) was born with the aim of humanizing the machine learning method, attempting to understand the complex and diverse human language.
We must bear in mind that there are about 7000 languages and dialects in the world, each with its own grammatical and syntactical rules. Each region additionally has its own accent, colloquial terms or words borrowed from other languages. We can incorrectly pronounce, make spelling mistakes, abbreviate words … In this respect, Natural Language Processing (NLP) is responsible for resolving the ambiguity of the language, making possible for machines to understand what they read or hear and subsequently making them able to interpret, feel and identify the most relevant elements of the message.
Now that we know what the Conversational Artificial Intelligence is and its use, it’s time to know more about the advantages we can obtain from it. If you are intrigued, then read on.
What are the conversational platforms?
Conversational platforms are tools that enable human-machine interaction through voice or text.
Some AI conversational services, such as messaging applications and voice assistance platforms, are increasingly able to understand natural language.
In addition, they can hold multiple interactions simultaneously on any channel, making them the perfect tool to automate the communication between company and customers.
What are chatbots?
Chatbots are software applications developed to simulate conversations with people. There are different types of chatbots; the simplest or “dumb chatbots” can hold guided conversations based on a pre-established menu of options. “Smart chatbots”, on the other hand, are AI-based, so they can hold more fluid conversations and learn from interactions, which allows them, in the long run, to improve their decision making.
What is a callbot?
A callbot is a robot that answers phone calls, interacting with people in the same way as an operator would, and like chatbots, they can learn from the data collected during conversations, which makes them smarter and allows them to provide better responses, enhancing this way the user’s experiences.
What is a virtual assistant?
An intelligent virtual assistant is a software agent embedded into a device, capable of automatically performing tasks such as updating your calendar or voice-requested tasks. They can provide information, they can shop, make reservations, or play music as well.
Virtual assistants, chatbots and callbots will enable you to automate your business communications to deliver seamless and personalised customer experiences.
They can be used in any business: banking services, retail, insurance, health, tourism, education, or ecommerce. If you want to know how they can help your company, let us inform you.
How can conversational AI help your company?
Artificial intelligence has established itself as one of the pivotal points for a company to develop regarding its communication strategies. Thanks to its great versatility, it can be applied in many areas.
Here are some of the AI applications:
#1. Lead generation
Lead generation bots are designed to identify potential customers and record and process useful information that will be used to segment, qualify, and prioritise the lead based on the likelihood of conversion.
The personalised attention and immediacy offered by conversational solutions is perfect for resolving customer queries and guiding them towards the sale. In addition, they are also the perfect tool for detecting cross-selling and up-selling opportunities.
#3. Customer service
In order to deal with customers queries and problems, an automated system will allow you to reduce the management costs and will highly increase the customer’s satisfaction.
Conversational AI is undoubtedly changing the communication between business and customers. Personalization and responsiveness have been highly upgraded and should therefore become a solution to consider when improving and extending customer-facing services.
If you are considering implementing this solution into your business, we will explain the benefits they can provide.
What benefits does conversational AI bring to your business?
Conversational solutions equipped with AI can bring significant benefits to both businesses and users, but these are just a few:
1. Workflows improved
By automating certain tasks, your agents will be able to focus more effectively on more complex tasks.
3. High availability
Integrating a bot into your strategy will prevent the loss of customers by allowing you to be available to resolve their queries and concerns 24 hours a day, 365 days a year.
5. Know your customers
AI-enabled tools allow you to collect relevant information to analyse and better understand your customers’ needs in order to provide them a better service.
7. Brand perception heightened
Artificial intelligence-based solutions allow you to always provide your customers with the right answer, thereby building trust and increasing user satisfaction.
2. Operating costs reduced
Conversational solutions allow you to simultaneously deal with a multitude of interactions, without expanding your workforce.
4. Increase the resolution of queries
Automated customer service allows you to offer a nondelayed, fast and a more human service, aimed to attract satisfied and loyal customers who act as ambassadors for your brand.
6. Customer retention increased
When it comes to solve users’ worries, conversational solutions may offer immediacy and efficiency, which allows you to reduce the bandonment rate.
8. Sales boosted
Offering the possibility to start a conversation at any time will encourage your customers to ask questions and allow you to guide and advise them properly during the sales cycle.
As you can see, integrating this type of solution into your commercial strategy offers multiple advantages. In addition, the maintenance cost is relatively low, even more so if we take into account that the tools improve their efficiency as they learn with every interaction, allowing you to offer better user experiences.
Big businesses are nowadays built on splendid relationships with consumers, for that reason more and more companies are focusing their efforts on placing the customer at the very heart of their strategy.
Providing an efficient and a quality customer services is one of the pivotal aspects to consider. Only in this way, we will be able to generate confidence in our customers and improve our business turnover.
If you want to offer unbeatable experiences, you need to incorporate some intelligent conversational tools into your customer service system. Apart from reducing costs, the communication with your users will be improved.
Although the growth potential of the artificial intelligence technologies is enormous and in the coming years, we will undoubtedly witness new functionalities and advantages, why not start now to improve our resources and production processes?
Do not hesitate! Incorporate conversational artificial intelligence to your business and reinvent your customer service.
At Webphone we are experts in instant contact solutions and we would be happy to help you.