Conversational AI In The Coming Years
Conversational AI is something that is encroaching into people's lives every day. Every industry is taking a look at what this type of AI can do for them in making customer experience better.
Conversational AI focuses on communicating with humans through smart devices and/or computers. It is about understanding the intricacies of human language while thinking about overall intent/emotion.
We are all well aware of conversational AI solutions that are out there such as Alexa or even Siri. These are solutions that have become a part of a larger ecosystem and are appreciated for how much value they have to offer. For those who are in the business world, there are additional solutions along the same lines that help with regular tasks. It's important to understand the various roles this type of technology can play when it comes to a business.
What is the future going to hold for this technology? Adoption has been rapid due to the pandemic. People are more inclined to go down this path as there is a lot more value to using traditional bots. It is about going for something that is more complex and well-rounded as well as creating an human like experience.
For example, Gridspace makes conversational care readily available by providing superior machine talent for patients, customers and businesses. The company was formed as a collaboration between SRI Speech Labs, the lab behind Siri, and a multidisciplinary team of designers and engineers.
The company’s software makes it easy for contact centers and developers to quickly understand customer requests, synchronize agent responses and drive successful outcomes.
Conversational AI bots are great for context and understanding the flow of a conversation. A good example would be a customer that wants to get a flight from Toronto to Beijing on the 1st of July. The bot will look for everything with regard to availability. As soon as the caller asks about potential documentation they will require, the bot should know the conversation still revolves around the flight the individual is hoping to book.
This should happen throughout the conversation whether it has to do with car rentals on the trip, hotel reservations and anything else a person would ask within the flow of a conversation.
You will also want to consider emotional intelligence when dealing with customers. Machine learning is all about picking up on these nuances and that is what conversational AIs are getting better at with time. It starts to help highlight what a customer wants and what their emotions are in a situation such as this. It will also help when the AI is more self-aware to maximize positive responses and continue to push the customer in the right direction. This is where sentiment-driven data makes a difference.
Kore AI believes human-to-machine (virtual assistants or VA) interactions can be automated for the greater good of customers and their employees. Most, if not all, digital experiences today will eventually manifest as conversational interactions and truly transform the way enterprises interact with their key stakeholders: customers, partners and employees.
A day in a typical enterprise is primarily composed of interactions between one or more of these key stakeholders: customers, employees, suppliers, vendors and systems (“machines”) which drive the overall experiences for various stakeholders. According to a survey done by KORE, only 25% of interactions are strategic or “high value” conversations, which means that the majority are routine or repetitive. There is a huge opportunity to automate and optimize such interactions and experiences.
Conversational AI is not just about focusing on a platform. It is about the long-term and make sure you better understand the nuances that come along with mobile or website interaction. You will want to integrate different data points and information that is coming from one channel and use it for another. It is about crafting an ecosystem that is empowering and helps push you in the right direction while helping a customer make the right choice. This is how you can begin sentiment mapping and pinpoint what is going to work for you as a business.
In the contact center, repeat questions that result in repetitive, boring work is not a good use of your agents’ time. Now you can hand those off to an intelligent virtual agent, leaving the more difficult and rewarding tasks to a live agent.
Five9 has created Agent Assist so your agents no longer have to take notes and create summaries, reducing during and after call work. Agents also receive real-time guidance and knowledge base articles to help them provide fast, accurate service.
Conversational AI is a big part of our future and it is a good way to optimize communication. While brands continue to grow, it is all about getting that personal touch spot on. AI is critical when it comes to better understanding your options and also making the most of any data points that are out there and Conversational AI is all about these details and getting the user experience right.
