Conversational AI: how to improve customer service with AI?
Have you ever heard of conversational artificial intelligence, sometimes also called a “chatbot” (by misnomer)? It is transforming the way businesses interact with their customers. With tools that can answer questions, solve problems, and maintain smooth conversations 24 hours a day without requiring the intervention of an agent, this technology is revolutionizing customer service, to the point of jeopardizing business models that have been tried and tested for years... But what exactly is conversational AI, and how can you take advantage of it? This article will answer your questions and give you practical tips to get started!
What is conversational AI?
Conversational AI is a technology that uses advanced algorithms (or models) to interact with users in a natural way, as if you were talking to a real person. A notable example is ChatGPT, a conversational AI application that offers features such as writing, summarizing, or generating answers to very specific questions. This includes virtual assistants, chatbots, and smart phone booths that can answer questions, solve problems, or perform simple and complex tasks.
Have you ever talked to a virtual assistant when contacting a company's customer service department? Chances are you've used conversational AI. Google, with its advanced technologies like Google Cloud and Vertex AI, plays an important role in the development and implementation of these solutions. This type of technology not only reduces wait times for customers, but also improves business efficiency.
How does conversational AI work?
The technology behind conversational AI is based on three main elements:
1. Natural Language Processing (NLP)
Conversational AI uses advanced algorithms to improve customer interactions. NLP (for Natural Language Processing) helps AI understand what users are saying, even when they use informal expressions or make grammatical mistakes. For example, if a customer says, “I can't access my account", the system understands the intent behind the sentence and offers tailored solutions.
2. Machine learning
Thanks to Machine Learning, AI gets smarter with every interaction. For example, an AI-based virtual standard is improving over time to provide ever more accurate answers.
3. Integration with databases
The AI connects to company databases to access specific information about each customer, such as their purchase history or previous requests. This makes it possible to provide quick and personalized answers.
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Discover the main benefits of conversational AI
Customer service available 24/7
Do your customers ask questions outside of business hours? Conversational AI, like chatbots for websites, can assist them at any time, improving their experience.
Save time and money
A virtual assistant can handle thousands of requests simultaneously, freeing up your teams to focus on more complex issues.
Fast and consistent responses
No more human errors or confusing answers! AI provides clear and consistent information, reducing misunderstandings and increasing customer satisfaction.
Increased personalization
Through data integration, AI can offer tailored recommendations, such as those offered by advanced telecommunications solutions.
Cost reduction
By automating repetitive tasks and answers to frequently asked questions, conversational AI reduces operational costs related to customer service. Businesses can thus allocate their human resources to more complex and strategic tasks.
Increase in productivity
Chatbots and other conversational AI tools can handle a large number of requests simultaneously, freeing up employees to focus on issues that require human intervention. This increases the overall productivity of the team.
Improving customer satisfaction
Finally, by providing quick and accurate responses, conversational AI reduces wait times and customer frustrations. An immediate and consistent response to customer concerns contributes to a better experience and increased loyalty.
Components of conversational AI
Conversational AI includes several key components, including:
Natural Language Processing (NLP)
At the risk of repeating ourselves, natural language processing allows computers to understand and process human language fluidly. Thanks to NLP, chatbots and other AI tools can interpret user queries, even when they are formulated informally or contain grammatical errors.
Machine learning
Machine learning is a technology that allows AI systems to improve over time. By analyzing past interactions, AI is learning to provide increasingly accurate and relevant answers, improving customer service efficiency.
AI platform
An AI platform brings together a set of technologies and tools for developing and deploying conversational AI applications. These platforms facilitate the integration of AI into existing systems and ensure effective management of customer interactions.
Chatbot
A chatbot is a computer program designed to simulate a conversation with a human. Using natural language processing, chatbots can answer customer questions, provide information, and even perform simple tasks, like scheduling appointments.
Robot
A robot, in the context of conversational AI, is a program that can perform automated tasks using algorithms and data. Bots can manage complex interactions and offer ongoing support, improving the efficiency and responsiveness of customer service.
Practical examples of applications of conversational AI
Real-time support
A chatbot integrated into your website to help customers find information about your services.
Management of appointments
A virtual assistant that allows your customers to schedule appointments without human intervention.
Order tracking
An automated system that informs your customers about the status of their orders.
Technical support
AI that helps users solve simple problems before routing complex requests to your agents.
In conclusion
Conversational AI isn't just a trend; it's a tool that's going to continue to transform the way businesses engage with customers. If you are not using it yet, you are missing out on a valuable opportunity to improve your customer service! Explore solutions that are right for your business, like those offered by Fonvirtual.
