With AI being the hot topic of conversation these days, it is hard to deny the impact it has had on our lives, careers, and business operations.
Customer service is by no means an exception – in fact, AI should be embraced in this industry the most. AI tools designed to improve customer service operations mean less manual work and an always-on support model for your valuable customers.
Conversational AI is still largely in its early stages, but it has already profoundly transformed the customer service industry with tools like virtual agents and chatbots.
Read on to discover five tips that cover the basics of conversational AI.
What It Is
In a general sense, it is a type of Artificial Intelligence technology that enables software to understand and respond to text or voice-based conversations in a fluid and human-like way.
Conversational AI uses Natural Language Processing (NLP), Natural Language Generation (NLG), Natural Language Understanding (NLU), and Machine Learning (ML) technologies to recognize and read speech and text inputs, understand user intent, and generate replies accordingly.
Why Use It
Early-age rule-based chatbots were limited in their capabilities and often left users frustrated and deserting their conversations.
Conversational AI responds and interacts with users in an organic and natural way, imitating human dialogue and language in an almost unnoticeable way.
AI technology is not just for creating images for your social media.
What sets it apart from older technologies is that it is constantly learning and evolving based on past interactions and feedback. That means improved accuracy and better responses over time, which equates to better customer service.
Common Uses
Conversational AI works towards eliminating the frustrating language barrier between humans and machines.
The most common uses include AI voice assistants, chatbots, and AI agent-assisted solutions. The main use of conversational AI is to make our lives easier.
This technology allows for improved accuracy of information, detailed answers, and better customer service.
Well-trained AI chatbots and voice bots can respond to FAQs provide order information and delivery updates, and handle returns and exchanges.
Perks
Some of the biggest perks to using conversational AI in your customer service department include a reduction in workload, which prevents agent burnout, as well as an impressive reduction in inbound call volume.
AI chatbots can answer questions, manage call loads for contact centers and agents, and create a quicker wait time in queues for customers who prefer to speak directly to an agent.
Global Reach
Conversational AI chatbots break down language barriers in customer support without having to hire multilingual agents.
Multilingual customer support technologies accurately detect and respond in a user’s preferred language, maintaining consistent support and assistance across multiple countries.
Implementing this technology in your business can enable you to enter new markets with confidence, serving diverse customer bases with the same world-class level of service that your brand will be renowned for offering.
To End
Instead of shying away from new technologies, take the time to understand them and how they could potentially benefit your business.
The role of technology in modern life has always been to make our jobs easier, and that has never been truer than with conversational AI.
