What is conversation AI and why do you need it

Simply put, conversational AI (Artificial Intelligence) is a technology that allows computers to communicate effectively with humans. That is easier said than done. However, with Siri and Alexa, we do see that this is a current trend in AI. But what exactly is conversational AI and is it a gimmick?

What is conversational AI?

Conversational AI is a way for companies to automate customer interaction at various contact points using a set of technologies. This can be done via Facebook, Instagram, the company website, or through voice assistants. The term conversational AI and chatbot are often used interchangeably here, but generally, conversational AI encompasses the entire technology, while chatbots mainly concern the textual component of the technology.

Conversational AI is what gives software tools the ability to facilitate human-like interaction. The AI ​​behind the conversational functionality of such a platform can vary from complex techniques such as Machine Learning or simple if-then statements that guide customers through a flowchart.

How Conversational AI can support company growth

• Increased Lead Generation: When people making initial contact do not fill in a static form but have a conversation, the chance of a conversion is significantly increased. You are able to make a more suitable offer faster (because you know how to ask for the right information) and the potential customer has an improved experience that ensures a lasting impression. However, having sales consultants do this can be a costly undertaking. In addition, they are not available around the clock. This initial contact can therefore be worth the investment of conversational AI. 
• Better Customer Engagement & Support: When existing customers have an issue or are perhaps ready for an up-sell, you can let a chatbot take care of this. For example, a chatbot can contact customers themselves or take over the customer support chat when questions are asked. This allows customers to receive quicker assistance with simple problems and basic customer support can be available 24/7. This also makes it easier to collect feedback. Customers are more likely to give immediate feedback after a contact moment than to fill out a feedback form after the contact has already been made.

Why good conversational AI positively influences the customer experience

It responds to the current trend of volatile communication: Much of our contact these days is fleeting. We'll send a quick email or message while we're doing something else. Calling customer service often feels like a chore. A good chatbot ensures that people can send a message quickly, without getting out of the flow of their day. Sending messages is now second nature and is experienced by many customers as a pleasant way of communicating. However, to keep this experience positive, it is necessary to respond quickly to queries. That's where conversational AI tools come into play.

Scalable: Conversational AI can easily and instantly handle a large number of user commands, without the need for hiring more employees. This ensures that you can easily scale up and down with customer traffic vary or when you are in a period of growth.

It works round the clock: Customers today expect assistance anytime they need it. A good conversational AI tool can help with this. The software does not need to take a break and never sleeps, which ensures the service can be provided 24/7.

Get expert help with conversational AI

Conversational AI is still a relatively new technology, but with the existing voice assistants and their popularity, we can already predict that this technology will become much bigger. Companies can communicate more efficiently with their customers and leads, which is why growing companies need this technology. If you are interested in implementing conversation AI tools in your business, get in touch with the experts at Voicify today.