Conversational AI - Changing the Future of Customer Experience

Apr 27, 2021

“Conversational AI is changing the future of customer experience by reducing human efforts" according to the author.

Automation is part of our everyday life. With the evolving technologies round the clock, we are witnessing innovations at every step of our lives. Every sector is involved in reforming its approach and deriving business. One of the developments in Artificial Intelligence is Conversational AI. Companies are using AI to leverage Customer Experience and improve their customer journey.  They are going big on AI and its innovations that are yet to come. The crucial reason for the same is AI's ability to channelize the customer experience and reduce the operational cost. With the success of Siri, Google Voice, and Alexa, the need for virtual assistance is real and people have adapted to it with all the interest. So let's see how Conversational AI can impact customer experience and help companies serve better.

What is Conversational AI?

Conversational artificial intelligence (AI) applies to technologies, like voice assistants and chatbots, which users can talk to. It manages large volumes of data. They have adapted for machine learning, and natural language processing to help imitate human interactions. Conversational artificial intelligence recognizes speech and text inputs and translates their meanings across various languages. 

The innovators are linking the gap between the artificial and natural interactions among computers and humans to make 2-way communication easier. Developers are also constantly improving Conversational AI technologies to interpret human actions and mimic human-like conversations. 

By using Conversational AI, you can understand the customer’s emotions, real intent, and query context, that’s how it’s possible to elevate the query resolution process. In our daily life we use virtual assistants like Siri, Google Now, Amazon Alexa, and Cortana which control our smartphones, keeping us informed, connected, and entertained. 

Conversational AI in Enterprises:

When it comes to enterprises, managing customers is an additional challenge. As a customer, I have faced quite a few challenges when I used few brands in the past and I refuse to use the same brands again. That’s the impact of poor customer experience. For our enterprise clients, customer satisfaction is a vital metric. So we have taken suggestions from the clients and we will provide them sustainable solutions.

Work Process of Conversational AI: 

Conversational AI works with a union of technologies. With the integration of advanced technologies, Conversational AI performs the role of interacting like humans. Here is the work process of Conversational AI. 

Admit the Inputs: The foremost step in the functioning of Conversational AI is to accept the inputs from the users. These inputs can be either text or speech. When the inputs are in the written form, text recognition technology is applied. On the other hand, if inputs are voice, then voice recognition technology is applied.

Comprehension: Recognition of Voice and text is done with natural language understanding (NLU) of AI technology. Once the bot reads the input, before forming any kind of response, the user intent is understood. Usually, businesses can use conversational AI for comprehending responses in various languages. For comprehending responses in various languages, businesses use conversational AI. This is the initial and most challenging step for ChatBot.

Creating Responses: Here the Natural Language Generation (NLG) is used to formulate responses in a language that humans understand. After interpreting the intent of the human, dialog management is used to create responses. Ultimately, it converts the computer-generated responses into human-understandable language. 

Delivering Response: Finally, the response created in the previous step is shared with the users in the expected form either voice or text and rich media. Either the system delivers it as a text or conducts the production of human speech artificially. 

Learn from Experience: To improve their responses for future interactions, Conversational AI has chances for improving their responses. They do it by making suggestions, the application learns to deliver better responses.

What’s behind the rise of conversational AI?

Pandemic: With the outbreak of the Covid19, Conversational AI is rising in popularity. It is helping Governments in handling public health emergencies such as COVID-19. It is also helping the business to respond on-time more effectively.

Many companies have announced work from home for few years and they wanted an efficient way to communicate with their employees and customers. Because of its perks, many companies have adapted conversational AI for smooth operation. 

Artificial Intelligence: Conversational AI is the fastest growing technology. The efforts of the big players in technology like Microsoft, Google, and Amazon are to democratize advanced AI. This has encouraged many companies to invest in this cutting-edge technology. The main factor is its ability to provide increasingly rich customer experiences. 

Human-like experience: Conversational AI when it is trained well, can communicate like a human by recognizing speech and text, understanding intent, rendering different languages, and responding in a way that imitates human conversation.

Conversational AI is different from conventional Chatbots: 

Chatbots are in use for the longest time and these chatbots which were adopted earlier are not powered by AI. Those are the Rule-based chatbots that are keyword-driven.

On the other hand, modern AI chatbots are more lenient when it comes to following strict rules as it enables users to engage naturally in conversations.

The traditional chatbots act based on manually crafted rules whereas in Conversational AI the bot understands the variety of ways in which a person can ask a question without being exclusively trained on every input. Conversational AI has the real-world context which is absent in rule-based bot.

This article has been sponsored by MOBtexting

Written By - Chameli Kuduva, Founder - SaaS Insider