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What Exactly Is Conversational AI what is it? What Is Its Role In Customer Service?

artificial intelligence

Automated bots interactions with customers increased by a whopping 81 % in the last year. While automation isn't a bad thing but customers soon became comfortable with automated messaging. In December of 2020, just 18 percent of users had a negative view of chatbots with a conversational interface and a majority preferred bots for simple tasks like changing addresses.


As messaging becomes increasingly popular Businesses must understand how to best leverage self-service automation. This includes understanding how conversational AI benefits customers and agents in determining when (and when not) to make use of it and how to optimise it for CX.


What is Conversational AI?

Conversational AI definition: Conversational artificial intelligence is a term used to describe technology that can recognize and respond to speech as well as inputs in text. Conversational AI is used in customer service, allowing them to interact with customers through tools such as chatbots , chatbots, and voice-based assistants.


Conversational AI is essentially a machine talking with humans. It is possible to use a chatbot to talk to a person or use a voice assistant to speak to a phone.


Utilizing chatbots, channels for messaging can be transformed into quick and efficient 24/7 customer service channels. Answer Bot is a tool that can answer customers' basic, low-priority questions and direct customers to self-service. Every support ticket resolved through conversational AI is just one additional ticket that your employees do not have to be concerned about.




What is the significance of the use of conversational AI crucial?


The AI-powered RPA is used primarily to drive customer satisfaction, but it ends up improving the satisfaction of agents as well. One of the main reasons for the high rate of turnover in call centers is that agents find tasks boring and repetitive. But when you have bots who are working to solve customer issues, agents don't have to think about doing more mind-numbing, repetitive tasks. They can just participate when more thoughtful thinking is needed.


When an automated messaging conversation needs a more human contact it is possible for a chatbot to transfer the customer to a live agent. Chatbots are also able to provide information that the customer has already given, such as their name, or the type of issue.


Agents can get all the context immediately, meaning they do not need to request customers to repeat themselves. Everybody hates having to repeat their own name, but this is a thing that will go out of the window when you have conversational AI embedded into the user experience.


What are their thoughts on AI-based conversation?


As you might expect, there's a generational divide when it comes to sentiments of the consumer towards conversational AI.


One reason to this generational gap? Sometimes, older customers don't realize that they are interacting with a machine and be confused when they realize they are not speaking to a human. The younger generation is likely to be more AI-savvy. Digital natives have more experience using bots and are more excited about using them, especially if they are able to get faster or more accurate responses.


However, overall consumers seem to agree that AI is beneficial when it comes to completing the most basic tasks. For the most basic of issues, many customers prefer automated interactions to human ones. Automated processes are preferred by over 40% of customers who want to keep track of orders. Around 20% prefer it to modify an order or change an item. Aisera is the ideal place to find out more about customer service automation.


On the other hand, approximately 40 percent of customers prefer talking to a human in the event of a complaint or asking for tech support. Three quarters of customers prefer to talk to a live agent about billing or payment issues.


When's the right moment to make the switch from a chatbot that is merely a chatbot to a real human agent?


Conversational AI is built to speed up the resolution process. You never want your chatbots to feel like an inconvenience for your customers. Customers want answers to their questions promptly and to move on to their daily lives. Although everyone has their preferred channel, studies show that 84% of people prefer using the channel that can provide their fastest response. CX designers have a responsibility to make this process as effortless as is possible.


Chatbots are ideal for rapidly handling a lot of the low-hanging fruit, including frequently asked questions and simple requests. In the ideal case, your chatbot is able to handle the simple tickets, while passing the more nuanced ones on to your agents.


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