What is Conversational AI?
Conversational AI is a technology that enables machines to communicate with users in a natural, human-like manner using text or voice. In the past, chat software was limited to predetermined commands where chat agents responded with a set of programmed outputs. Conversational AI expands on these capabilities by providing a chat functionality that can recognize any input to give a unique response.
As online shopping has grown, so has the demand for convenient, round-the-clock support. conversational AI helps brands provide personalized, instant, and scalable customer support. The conversational AI capabilities can come through chatbots, voice assistants, or virtual agents.
How Does Conversational AI Work?
Conversational AI works through a combination of natural language processing (NLP) models, and machine learning (ML). With ML algorithms for NLP, conversational AI models continuously learn from data inputs. The data typically includes vast amounts of text and speech. This enables the AI to understand and process human language. It can then use this understanding to engage with humans naturally.
Conversational AI applications constantly learn from their interactions to improve response quality over time. As the model receives more data and feedback from past conversations, it becomes more adept at anticipating user needs and simulating human interactions.
Conversational AI is most commonly used for customer service. The technology is highly effective at automating responses, assisting human agents, and providing faster answers to complex questions. Most conversational AI apps have extensive analytics built into the backend program, helping ensure human-like conversational experiences.
Benefits of Conversational AI
Conversational AI yields several notable benefits to customer service teams:
Reduced costs
Conversational AI platforms are highly scalable. One AI agent can field requests across multiple touchpoints and entire websites. When compared to the cost it would take an all-human team to do this, the conversational AI is much less expensive.
Increased productivity
A conversational AI application can handle much if not all of your customer interactions. As a result, team members don’t have to spend time answering repetitive questions and can instead focus on creating a better experience for your entire audience.
Improved customer experience
Conversational AI assistants are often better at engaging customers than their human counterparts. A conversational AI app has instant access to every past interaction. It can use this data to offer the most relevant and personalized conversation, no matter the customer.
Example of Conversational AI
Rep AI provides a perfect example of conversational AI. The AI-powered eCommerce sales and support agent naturally engages shoppers whether they are looking for shopping assistance or an answer to a support question. You can use conversational AI to reduce the call volume for your support team and to streamline the shopping experience by allowing customers to add cart items directly in chat.
The AI automatically scans your site to determine your most frequently asked questions and the main needs of your end users. It can then provide the best answer without human training. That said, the AI is always learning and fine-tuning its responses and you can further enhance the output by training the AI with specific details
