Conversational AI (Artificial Intelligence) is shifting the way your customers want to interact with your brand. Potential customers are increasingly turning to their mobile devices rather than computers for answers to their questions. Savvy companies are taking notice of this trend and are increasingly turning to chatbots to answer customer questions. While there are many benefits to communicating with your customers via live chat, Facebook Messenger, or other messaging services, there are numerous benefits to using an intelligent conversational bot for customer service.
Conversational AI is becoming more popular among businesses. This type of software is designed to understand human language and respond to it, whether it's via voice or text. It is not new, but it's recently become smart enough to handle rudimentary conversations with humans. So how will this help your business?
Let us look at the current state of AI and how conversational AI can help you.
What is Conversational AI?
Conversational AI refers to software that can have a conversation with someone, either verbally or in writing. The main difference between traditional and conversational AI is that conversational AI uses natural language processing (NLP). That means the software can understand the context of human language, respond accordingly and even learn from mistakes. Other forms of AI are designed to handle specific tasks. For example, an image-recognition algorithm would identify images but wouldn't be able to engage in a conversation about them. However, conversational AI could not only identify the photos but also engage in a discussion about them.
Benefits of Conversational AI
Helping Customers to find what they want faster
Conversational AI will enable you to deliver more personalized, customized, and relevant information to your customers. For example, your business can provide them with information about products they are searching for, making it easier to make decisions. You can also offer customized recommendations and suggestions for cheaper or better-quality products than the ones they are looking for.
Creating a Better User Experience
The rise of conversational AI will change the way people search on the Internet. It will make it easier for users to find what they want more quickly and easily. It will also allow users to do things they could not do before, like book an Uber while driving their car.
Conversational AI can answer customer questions 24/7, 365 days a year. It doesn't need breaks; it doesn't need coffee, and it won't complain about its job. It never gets tired of answering the same question repeatedly – it just does its job without getting bored or frustrated.
Personalized Customer Experience
Conversational AI offers a personalized experience for each customer. For example, if you're looking for an item online, you can ask your conversational agent where it is located within the store instead of having to search for it.
Conversational AI also helps customers get the answers they need quickly without waiting for a human representative of the business to deal with them on live chat or by phone. That means customers are happier because they get their questions answered faster — and more likely to make purchases from your business or recommend your business to others because they had such a positive experience with your customer service.
Increase engagement by simplifying customer service. For example, bots can answer basic questions quickly or give customers access to information they need without forcing them to call for help.
Provide customers with a personalized experience that feels real and builds their loyalty to your brand.
Enhance sales by providing customers with more information about products and services through easy-to-access FAQs or automatic notifications when sales are on.
Reduce overhead costs by using virtual assistants instead of employees for repetitive tasks like answering simple questions.
Conversational AI will help companies grow their online presence, increase conversion rates, and generate leads with all their potential. In addition, as chatbots become more sophisticated, they will enable you to target customers better. As chatbots become more ubiquitous—expected to reach $1.3 billion (about $4 per person in the US) in 2021—the benefits of using them are clear: competitive advantage, targeted lead generation, and faster customer service.