What Is Conversational AI? Benefits + Examples

The challenges in Conversational AI are multifaceted, including the complexity of handling language nuances and the need to maintain security and privacy. Ensuring seamless integration with existing systems adds another layer of difficulty, making the implementation of a conversational AI platform a demanding task. On the opportunity side, conversational AI solutions offer businesses an innovative way to scale customer engagement and provide personalized services. Through conversational AI chatbots, companies can obtain valuable insights, enhancing decision-making processes. Additionally, advancements in natural language processing (NLP) and understanding (NLU) continue to unlock new potentials, driving the technology forward in various industries.

Usually, chatbots are these basic software programs that answer people’s questions through a chat-based interface. Websites install them with predesigned questions & answers flow to navigate visitors to the desired action. As is evident, conversational AI can be used for a host of features from recommending products and services, appointment scheduling, and even boosting customer engagement. One example of conversational AI being used to make customer’s life easy is to schedule appointments through SmartAction. Any new advancement inevitably comes with some kind of apprehension from the general public.

Improved Lead Generation and Increased Sales

Here’s how brands big and small are using conversational AI-powered chatbots and virtual assistants on social media. One of the benefits of machine learning is its ability to create a personalized experience for your customers. This means that a conversational AI platform can make product or add-on recommendations to customers that they might not have seen or considered. Once it learns to recognize words and phrases, it can move on to natural language generation. Conversational AI offers several advantages, including cost reduction, faster handling times, increased productivity, and improved customer service.

Conversational AI platforms are transforming the ways humans interact with retailers, among other use cases. As with the impact of generative AI’s large language models on the greater business world, shopper conversations with virtual assistants are providing a new dimension to the omnichannel customer experience. Next we have Virtual “Customer” Assistants, which are more advanced Conversational AI systems that serve a specific purpose and therefore in dialog management.

Answer FAQs and resolve general issues (without needing an agent)

However, there still are many other forms in which different industries are deploying this technology for benefit. Simply put, It allows computers to process text or voice into a language they understand. The machines then are able to understand the questions and respond to them aptly. You can train your AI tool based on frequently asked questions, past tickets, and any other historical data you have. Be sure that the tone of voice your AI assistant uses is consistent with your brand identity.

It also helps a company reach a wider audience by being available 24×7 and on multiple channels. What started out as a medium to simply support users through FAQ chatbots, today businesses use conversational AI to enable customers to interact with them at every touch point. From finding information, to shopping and completing transactions to re-engaging with them on a timely basis. Before generating the output, the AI interacts with integrated systems (the businesses’ customer databases) to go through the user’s profile and previous conversations. This helps in narrowing down the answer based on customer data and adds a layer of personalisation to the response.

Use cases of conversational AI for customer service

It’s actually capable of unraveling and comprehending complex questions, asking for clarification when it doesn’t fully understand the query, and explaining topics in a way that makes sense to each customer. Conversational AI is a form of artificial intelligence that enables a dialogue between people and computers. Thanks to its rapid development, a world in which you can talk to your computer as if it were a real person is becoming something of a reality. Running a contact center of human agents to meet this standard would be unrealistically costly and most likely impossible. NLU is built to overcome obstacles such as mispronunciation, sub-optimal word order, slang, and other natural parts of human speech. As NLU systems advance, they’re even beginning to understand nuances like sarcasm to reduce the possibility of misinterpretation.

On the other hand, conversational AI tools—like AI chatbots and virtual assistants—facilitate helpful, human-like conversations and responses that can help both customers and agents. Some companies immediately see value in using the virtual assistant as a modern version of the IVR by integrating it with the existing IVR routing engine. Although chatbots are a subset of conversational AI, there are important distinctions. Unlike traditional chatbots, conversational AI systems can comprehend and generate human-like responses, providing a more engaging and interactive user experience. These insights help you build more targeted marketing campaigns, improve products and services and remain agile in a competitive market.

What is conversational AI? The ultimate guide on how it works

Defining a clear roadmap for your product and pivoting at the right time can mean the difference between your VA surviving or ultimately sinking into the abyss. The Kommunicate chatbot helped Epic Sports contain upto 60% of their incoming service requests. The ECommerce market, especially in the US, is quite mature when it comes to the number of players, the customer base, and the technology used. So when Epic Sports, a US-based eCommerce firm that specializes in sports apparel and accessories in the US wanted to scale their customer base, they looked at one solution – chatbots. Conversational AI, NLU, & NLP, together with help computers to interpret human language by understanding the basic speech parts.

They can even pass all this data to an agent during the handoff by automatically adding it to the open ticket. This provides the agent with the context of the inquiry, so the customer doesn’t need to repeat information. Our free ebook explains how artificial intelligence can enhance customer self-service options, optimize knowledge bases, and empower customers to help themselves.

That way every agent gets to provide financial advice for the topic they know the most about, and customers get the best help possible. While AI isn’t quite at the point of being able to go out and grab your company’s executives a coffee (or even “tea, earl grey, hot”), it is an amazing tool for customer service. Here are just a few use cases for how businesses can use conversational AI platforms or apps today. Yes, chatbots are the first (and perhaps most common) form of conversational AI. You may have had bad user experiences with chatbots through social media channels like Facebook Messenger, WhatsApp, and Google Assistant. While intelligent virtual agents and chatbots are often used by companies, this type of assistant is an example of user-focused conversational AI.

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