Conversational AI is Leading the Way to Customer Experience

Chatbots can be a savior at a certain level in tackling simple queries with predefined rules, that's where Conversational AI come into the picture.

Customer behavior has experienced a whirlwind of changes due to the ongoing pandemic. And obstacles have never been lower while customers virtually connect with agents via phone, email, and texts.

However, when it comes to interacting with business, points of friction are more numerous. Customers are often forced to deal with endless waits for an email response and companies often struggle to accommodate the limited availability of service desk agents during business hours.

Moreover, service desk agents have soaring pressure to do more with less.

Hence, scaling quickly to meet business demands and providing ease of navigation to agents demands technology alleviation.

However, chatbots can be a savior at a certain level in tackling simple queries with predefined rules, but to handle complex decision-making tasks requires cognitive technologies. That's where Conversational AI and RPA come into the picture.

Conversational AI- The Customer Service of Future

Having customer service agents for ticket resolution and facilitating communication is still vital. However, this time-consuming process can be lessened by deploying bots and virtual assistants that need no or less human intervention.

In today's highly competitive hyper-digital environment, conversational AI has the potential to unlock the concealed value within organizations at a large scale.

As per a report, the global Conversational AI market size is projected to reach US$32.62 billion by 2030. And the growth of the global conversation AI market is driven by rising demand for AI-based chatbot solutions paired with the surge in AI-powered customer service.

Hence, this is an opportunity for the organization to make each interaction 1:1 that is context-aware and informed by past interactions. And for the first time, automation, Natural Language Processing(NLP), Machine Learning(ML), and Artificial Intelligence have made it possible to design a cost-efficient digital experience. By giving precise goals, conversational AI chatbots enable employees to handle high call volume consistently with every customer being answered immediately. Even Gartner stated in a report that-

"By 2023, more than 60% of all customer service engagements will be delivered via digital and self-serve channels, up from 23% in 2020".

Let's understand how Conversational AI is leading the way in customer experience-

1. Real-Time Customer Assistance

Conversational AI offers self-service to customers on the web and mobile with omnichannel support. It operates 24/7 hours and reduces the dependency on manual intervention. In case any ticket gets unresolved, conversational AI solves the simple queries and transfers the complex tasks to the service desk agents for further resolution. In this way, it allows organizations to handle high inbound call volume and multiple switching between login systems consistently on time. Furthermore, it gives service desk agents a boost to focusing more on creative tasks and value-driven strategies. That's how it enables hassle-free customer service for any services that customers have opted for.

2. Hyper Personalized Resolution

Most organizations have an incredible amount of customer data including information such as transactions, past interactions, and transcripts of call sessions. A heavy chunk of this information is in an unstructured format, which makes it challenging for customer service agents to shuffle across multiple systems to dig out relevant information or knowledge articles. Nevertheless, Conversational AI bots understand the natural nuance of context and language by using NLP and Machine Learning. It can carry the context across multiple conversations to understand the past and future requirements. That's how conversational AI continuously learns from previous experiences and swiftly offers relevant content to customers without manual intervention in a cost-effective manner. From IT to finance, Conversational AI bots can be widely leveraged to reduce customer churn and increase employee satisfaction.

3. Omnichannel Support

Regardless of the size of your organization, your business requires consistent customer support across multiple channels. Customer service agents must switch between multiple channels to resolve queries in real-time. Additionally, you would not want to be constrained by a rigid system to meet customer expectations. But, conversational AI offers an omnichannel experience by providing easy integration with your existing chat channels like Slack, MS Teams, WhatsApp, and others. With easy integration, conversational AI drives superior customer experience without adding any new technology to your stack. Hence, no matter whether your customer requires resolution via chat, text, or email, with conversational AI your organization is ready for instant support from any channel.

Also, with conversational AI, you never miss out on any task or events as it easily triggers push notifications before it's too late.

4. Smart Agent assistance

To extend a futuristic customer service, your organization must have a real-time agent assist capabilities. However, a majority of a service desk agent's time is spent on manual search, but a conversational AI automatically connects agents with their knowledge article, CRM, back-end system, and extract relevant documents. This way provides ticket intelligence to service desk agents and makes them more efficient and productive. By simplifying and automating workflows, conversational AI bots swiftly access information and maximize the value of each interaction.

Conclusion

The conversational AI landscape is growing at a faster pace due to the benefits it brings to the table. From understanding customer needs to reduce the customer churn, conversational AI has a lot to offer.

Far from human-to-human interaction, conversational AI lets customers reach out to businesses using the same conversational approach regardless of whether they are speaking to a human or AI agent.

Customers always prefer less friction, faster resolutions, and greater convenience- and now it's high time for organizations to stay ahead of the curve and lead with conversational AI in the process.

With an impressive track record, AutomationEdge has been helping businesses to adopt conversational AI to go hyper-digital in consumer experience and prevent events that may cause considerable losses to their business.