Conversational Artificial Intelligence (AI) is a form of AI that can recognize and respond to natural human speech. The emergence of this technology has led to some impressive innovations in customer service, eCommerce, and beyond.
If you’re not already using conversational AI in your business, you may be wondering what all the fuss is about. As more people today get used to having their own virtual assistant at all times, any customer-centric business that doesn’t offer a similar level of convenience and accessibility is likely to get left behind.
Over 60% of customers today report preferring instant messaging a business instead of calling. There’s clearly a real appetite for conversational AI applications in customer service. However, this technology can do much more than provide support to your customers; it can also be used internally to boost efficiency and productivity.
Conversational AI can be used in many ways to improve customer service, increase sales, and streamline business processes. Here are five benefits of conversational AI that you should know about:
Better Customer Service
The impact of AI on customer experience is already being felt by businesses and consumers alike. Thanks to the development of natural language processing (NLP), conversational AI understands human speech. This technology is constantly improving, meaning that chatbots and virtual assistants are becoming more and more accurate at understanding the nuances of human conversation.
Improving the customer experience with conversational AI is one of the easiest ways to set your business apart from the competition right now.
Boost your customer service with these nifty features:
- Automation– Automating simple tasks that would otherwise require the attention of a human agent, including complaints. This frees up your agents to deal with more complex issues and provides a more efficient support system for your customers.
- Gather and analyze real-time customer data– You can use conversational AI to collect data about your customers’ preferences and pain points. This valuable information can be used to improve your product or service offering.
- No language barriers– Conversational AI brings the power of machine translation to the customer service arena. This means that businesses can offer support in multiple languages without the need to hire bilingual agents.
Personalized Customer Interactions
Linking your conversational AI platform to a Customer Relationship Management (CRM) system provides a wealth of customer data that can be used to personalize interactions.
The CRM system stores all relevant customer information in one place, including contact details, order history, and past interactions with your business. This information can be used to create a customer profile which is then used to personalize conversations and ensure they are relevant to the customer. This not only increases customer satisfaction but can also lead to a higher customer lifetime value.
Helps You Scale
Growing your business too fast should be a good problem. You don’t want to stop growing just because your company can’t physically or affordably support more customers. But when all your agents are busy with current customers, how do you take on more without sacrificing quality?
This is where conversational AI can help. Most customer queries can be answered without the need for a human agent. Leveraging conversational AI can help you to automate simple customer interactions, freeing up your human agents to focus on the more complex queries. This can help you to scale your support function and handle more customers without sacrificing quality.
Smaller companies may find it difficult to afford the customer service infrastructure to support a large customer base. However, conversational AI makes it possible for them to offer the same level of customer service at a fraction of the cost.
Lower Operational Costs
24/7 availability is a costly proposition for most businesses. Staffing your customer service department round the clock can be prohibitively expensive, but with conversational AI you can offer this level of support at a fraction of the cost.
Conversational AI platforms are powered by artificial intelligence and machine learning which means they get smarter over time. This means that the more queries they handle, the more accurate their responses become. This can help to reduce the number of staff required to provide customer support and keep your operational costs low.
Easy Follow-Ups with Customers
One of the challenges of customer service is that it can be difficult to follow up with customers after they have interacted with your company. Conversational AI can help to resolve this issue by automating the process of following up with customers. This can be done using several methods, such as sending an automated email or SMS message, or by including a follow-up question in your conversational AI platform.
The value of customer service lies in its ability to build relationships with customers. By following up with customers after they have interacted with your company, you can show them that you are interested in their experience and that you value their business.
Conversational AI offers several benefits that can help businesses to improve customer service and reduce operational costs. It is scalable, affordable, and efficient—making it the perfect solution for businesses of all sizes. Whether you’re a small business or a large enterprise, conversational AI can help you to improve customer satisfaction and loyalty, setting you up for long-term success!
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