How conversational AI is shaping engaging digital experiences for users
To begin with, chatbots are like a digital resolution in this digital era. Wherever there is proper communication there is no place for doubts or some sort of confusion. They are rapidly becoming a huge part of our daily lives. Driven by round-the-clock consumer support, more companies are investing in this platform. Many companies nowadays are using chatbots alongside other channels of communication like email, phone, and social media. A recent study found that 53% of service organizations expect to use chatbots within 18 months — a 136% growth rate that foreshadows a big role for the technology in the near future. Conversational AI boosts productivity in a range of ways. They help workers set meetings and reminders, and ask simple questions without stopping what they’re doing, to name just a few use cases. At the same time, all-purpose virtual assistants, such as Amazon’s Alexa, Apple’s Siri, and Google Assistant, are fast becoming the preferred interfaces for consumers to engage with brands across every industry.
Are they really so impactful when it comes to the digital experience of users? Let’s find out!
What is Conversational AI?
To speak in a technical language chat robot is a computer program that helps artificially communicate with users via text or voice notes. Additionally, chatbot facilitates immediate response, this quality of being spontaneous helps the brand to retain and gain customers.
Over the years, developers have incorporated more sophisticated techniques to enable chatbots to better understand people’s questions and provide more useful responses. They are designed in a way so that they can respond to frequently asked questions.
The simplest form of a chatbot system tackles such tasks by parsing customer input, then scanning its database for articles related to certain words and phrases. In short, it operates like a document retrieval system, based on keywords. For example, a cosmetics company might create a chatbot that engages users with set questions about their makeup preferences, then recommends products and offers that match their responses.
In these cases, the computer program behind the chatbot works to a rigid set of predefined rules and has little ability to recognize the way people naturally speak. Think about the times you may have typed a question into a website’s dialogue box and received an answer that doesn’t make sense. That’s likely because the chatbot program recognized keywords in your request, but not the context in which they were used.
There have been significant advances in the field of Artificial intelligence. By harnessing enormous amounts of data and cheaper processing power, AI and related technologies such as machine learning are helping to dramatically improve chatbots’ quality of understanding and decision-making. In particular, developers are using natural language processing (NLP) or natural language understanding (NLU) to build bots that can better understand human speech (or typed text). These technologies also make it possible to better discern the intent behind what someone is saying — and to respond more intelligently.
When chatbots are connected to Technologies like NLP and NLU it helps them better understand human conversations. An AI chatbot can be efficiently trained to improve conversation every time it interacts with a user.
How does Conversational AI help in business?
Conversational AI can be custom-built to meet a range of specific business needs in both business-to-consumer (B2C) and business-to-business (B2B) environments. The most widely used business cases include:
Providing call center support. By interacting with an AI chatbot via a call center application, customers can perform tasks such as changing a password, requesting an account balance, or scheduling an appointment — all without speaking to an agent.
Providing enterprise support. Chatbots can be integrated with a company’s back-end systems such as inventory management or customer relationship management. An AI chatbot can help sales reps quickly access phone numbers or help a human resources team perform faster employee onboarding.
Acting as digital personal assistants. Chatbots can help consumers navigate their daily lives and expedite activities such as ordering groceries or booking a vacation from a mobile device, browser, or chat platform. Apps such as Siri and Microsoft’s Cortana, or products like Amazon Echo with Alexa or Google Home all deploy chatbots to play the part of a personal assistant.
How does Conversational AI improve consumer experience?
Chatbots reduce customer waiting time by being there every single moment.
Chatbots resolve support cases by responding in a straightforward way to the questions asked.
Handling efficient redirects for customer inquiries. This is another AI chatbot strength: bots can instantly welcome customers with a branded greeting in a chat window, for example, and quickly direct them to the resources they need.
Chatbots help improve user experience by being there and providing initial leads to the consumers before taking the conversation further human. This helps in retaining the traffic to the website.
No wonder conversational AI is being widely used these days. It is built to enhance the digital experience of users and be there instantly to respond to their queries or requests. This is just the beginning of chatbots offering assistance and efficiently managing conversations by saving time. The future of AI seems lit in every sense.