Conversational AI is a key differentiator in contact centers

The pandemic has seen a historic deployment of remote work that has accelerated consumer and business digital adoption by five years in as little as two months. Customers have changed and so too have their habits, demands and work environment. When employees were sent home from work and established themselves as remote workers, new behaviors were sown that changed many aspects of their daily activities. The roadmap must include assessing how to reskill employees, recruit new talent, and reframe infrastructure in a coherent plan of action. Along with this, CIOs must establish a timeline to determine how long they want to spend before measuring KPIs and results and setting the first benchmarks. The roadmap must be flexible in order to give way to adjustments if results are not up to standard.

With the market being highly competitive, consumers have a wide array of services to choose from and brands need to shift their focus on retaining their loyalty by engaging them and optimizing their relationship with the company. Build memorable conversational experiences with Inbenta’s patented Neuro-Symbolic AI 4-in-1 platform. Power interactions with customers and employees – always giving the best answers to the most complex questions. The sooner you invest in conversational AI, the sooner your customers will be able to experience the seamless service you provide. Along with optimizing the customer experience, you will also streamline your support agents’ work, reducing their load and increasing their productivity.

The Difference Between a Chatbot and Conversational AI

Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025. Today 3 out of 10 customers prefer messaging over calling to resolve any issues faced during a business deal, and this is a ratio to increase in the upcoming years. To give excellent customer experiences, businesses will have to shift to Conversational chatbots or Conversational AI. A chatbot otherwise known as conversational AI in a few contexts has become one of the most sought after technologies for businesses to improve their customer experience. Conversational AI and rule-based chatbots are the most common systems businesses use for customer support.

Some examples of conversational AI in the media industry include weather bots, Slack community bots, gaming bots, etc. Businesses can apply conversational AI to different functions of a company, e.g., sales, marketing, and support, and to the end-to-end customer journey. The benefits conversational AI brings to the table are too hard to miss. Because of this, businesses have increasingly started using conversational AI to scale customer interaction.

Interested in a Conversational AI Platform For Support?

Digital Transformation affects a whole business, but it is a top-down initiative that is led with vision from the C-suite and involves the entire company. This can be CEOs, or newly created roles like the Chief Digital Officer , though, more often than not, the responsibility lies on the Chief Information Officer . What is certain is that digital transformation needs C-suite leadership and cannot be done in siloed environments.

• SAP Conversational AI automates your business processes and improves customer support with AI chatbots.
• Big data is more prevalent than ever, and organizations need a way to effectively process it.
• Be it a call center, hospital or an eCommerce industry, conversational AI is on the verge of disrupting the global market.
• Businesses can increase efficiency by managing repetitive tasks and delivering instant customer information.
• It also helps healthcare institutes schedule medical appointments while having the symptoms and diagnoses beforehand.
• IoT-enabled remote patient monitoring is also being used in healthcare to virtually keep track of patients.

This can explain why the percentage of companies investing in omnichannel experiences has risen to more than 80% from 20%. For example, IoT sensors and devices can assist in manufacturing sectors by indicating when machines need repair, allowing employees to respond remotely and remain productive, and preventing the need to send inspectors. In the logistics sector, companies are leveraging IoT devices to remotely track their assets as they move through the supply chain.

Conversational intelligence — a key difference-maker in contact center AI

It frees up valuable human resources to focus on more complex and engaging tasks, resulting in increased employee satisfaction. Investing in RPA typically results in a high ROI because it maximizes an organization’s ability to complete routine work and leverage employee talent. LUIS can be used with any application that communicates with a user to execute a task (chat bots, voice-based applications etc.). LUIS Conversational AI Key Differentiator can also be used as a stand-alone NLU to be plugged into any conversational AI platform offering a third party NLU adaptor such as Cognigy.AI. Interactive voice response is a technology that enables machines to interact with humans via voice recognition and/or keypad inputs. IVR systems prompt a user to take a specific action or provide a specific piece of information, such as “how can we help you today?

Moreover, its ability to continuously self-evolve makes conversational AI a key trend in the future of work. Conversational AI is becoming more indispensable to industries such as health care, real estate, eCommerce, customer support, and countless others. Value of conversational AI – Conversational AI also benefits businesses in minimising cost and time efficiency as well as increasing sales and better employee experience. 5 levels of conversational AI – The 5 levels for both user and developer experience categorise conversational AI based on its complexity. With the development of omnichannel payment requests, customers still expect companies to offer secure payment methods via telephone, which remains the most popular channel for customer service. Facebook and Twitter are amongst the most popular and convenient social platforms.

What is a Key Differentiator of Conversational AI?

This chapter will lay out some of the key facts and stats that paint the picture of the current landscape and highlights the importance of Digital Transformation. Customers are reluctant to give their details for free or to any company. It is estimated that by 2022, personal devices will know more about emotional states than family members will and the average person will have more conversations with bots than with their spouses.

Consumers are more concerned than ever because of the uncertainties of Covid-19. Companies need to train to maintain or strengthen work capabilities and automate customer services so that they can deal with round the clock requests. Businesses are providing HR services to deal with concerned employees, and conversational AI platforms to provide high-quality customer-experience to vast amounts of users. Digitally native consumers are more autonomous in their quest to resolve queries and do not always turn to human agents for assistance.

Improve Customer Acquisition

80% of customers say that they are more likely to do business with a brand if offers a personalized experience. It is clear by now that customers demand highly personalized experiences. 76% of consumers expect companies to understand their needs and expectations. It means that brands need to remember, make proactive recommendations and anticipate their needs before delivering their services at the right time. Customer demands are always changing in sync with new technological innovations. It is important to get the timing right and to understand what your customers really need.

Instead, it is a basket of technologies that enable computers to interact with users in a natural and human-like way. These technologies incorporate natural language processing , natural language understanding , and machine learning algorithms. End-to-End Conversational AI platform encompasses several technologies, including natural language processing , natural language understanding , and machine learning algorithms. These technologies enable computers to interact with users in ways similar to how humans do so naturally.

• In terms of employees, conversational AI creates an opportunity for high efficiency in companies.
• Being able to define and measure an initiative is easier said than done.
• The CIO must select a business-minded, analytical and proactive team leader for the OCIO that has credibility with both business and IT leaders and fluent communication with the CIO.
• NLP can evaluate the caller’s goals faster and decrease overall call time.
• Big data is a term used to define massive amounts of data coming from diverse sources.
• Healthcare services are embracing IoT as a solution, with a Gartner survey stating that 79% of healthcare providers are already using IoT in their production process.

New ways are being deployed to adapt the workplace to these new post-Covid conditions. Innovation is key, and it must be centered on customers and their behaviors. CIOs and the OCIO will be responsible for guiding these changes, implementing technology that can measure and respond to consumer behaviors and addressing any digital technology and skills shortages. With this, Artificial Intelligence and automation will boost efficiency, enhance customer experience and provide customer insights to reinvest in future strategies. Covid-19 has accelerated the need for banks to provide new digital solutions to customers. The Covid-19 crisis will set new changes in business operations and processes, but also in how companies serve their customers.

Robotic process automation is a technology that utilizes robots to automatically execute business processes. Robot workers are configured using a low-code approach which makes RPA an easy, low technical barrier solution for many businesses. RPA can mimic most human-computer interactions and is most often used to automate repetitive, labor-intensive tasks. RPA is used across most business sectors for tasks including but not limited to inventory management, data migration, invoicing, and updating CRM data. A Contact center is a crucial piece of infrastructure for any large company that routinely handles customer service requests.

• A report from Deloitte found that 57% of CIOs ranked customers as the top business priority, and this statistic has been rising.
• The roadmap must include assessing how to reskill employees, recruit new talent, and reframe infrastructure in a coherent plan of action.
• They are mobile-centric, and they expect offers to be directed towards their personal likes.
• They’ve shown us that we can use AI to help us with everyday tasks like ordering food or booking a taxi.
• These decisions must also be carried out holistically, to ensure that digital initiatives cover the full range of dependencies and cross-functional mechanisms to access a business.
• Customers want to find the answers themselves, to the extent the Gartner estimates that by 2030 a billion service tickets will be raised automatically by chatbots.

Social media companies like Facebook are gaining a greater presence in the business landscape and becoming one of the most commonly used digital transformation technologies. Customer behavior and preferences are evolving, and these new habits are becoming a major catalyst in driving organizational change. Customers are making changes that are more mobile and instant and want personalized customer journeys. Their engagements and experiences are vital in maintain brand loyalty and many companies are embarking on customer-focused digital transformation projects.