Customer is the king, and customer experience is the essence holding together any customer-facing organization. Virtual AI chat boxes and agents are constantly deployed to improve customer experience. By improving responsiveness and being available 24/7, organizations drastically improve how their customers feel about them.
Conversational AI platforms are the new buzz in the tech world and are being implemented by many organizations to improve their availability. As businesses gain more insight into conversational AI, implementing and optimizing this tech into their day-to-day functions while becoming more intuitive and responsive comes as a challenge.
How to Implement Conversational AI into Customer-Based Businesses?
Conversation-driven experiences are essential in maintaining and improving customer experience and customer relationships. However, simply interacting with a live agent can prove to be inconvenient, delay response time, and overall leave the customer unsatisfied. Conversational AI Platforms, when implemented correctly, can drastically improve customer experience and the above-mentioned factors.Â
When you peel away the layers of incorporation, you will understand that 4 factors are essential. They are:
Content Transformation
Information and conversations need to be highlighted and mined by conversation AI and IoT devices. The organization will have to transform all data: structured and unstructured, with intelligent document processing software. This needs to be integrated and configured across numerous automation processes and business applications, making it easy to transform and share content across all servers and devices in the business.
Advanced RPA
Basic automation which is used for the automation of simple, manual tasks is becoming extinct. A business needs to research and invest in sophisticated RPA, which can perform complex and comprehensive operations, covering content, process awareness, and automated upgrades through conversational databases.
This calls for the use of bots and requires the AI platform to have cognitive abilities, which can understand, reason, and decide without human intervention. Enabling AI to learn and improve by itself, only thorough databases is what is required for a satisfying implementation of conversational AI. More organizations are looking to integrate digital intelligence skills that are easily accessible and can be deployed in very little time.
Operational Awareness
Conversation drives experiences that are dependent on the combination of multiple automated processes and systems that cover the entire enterprise. Complex RPA and low-code tools make this possible, but there is a need for process mining tools that can streamline operations, discover the best practices and deploy them across the company.
Organizations leverage these tools to decipher silos and benefit from an aggregated view and complete transparency into the end process being used. This is the minimum level of operation awareness required to thoroughly integrate conversational AI and requires bots, automated chat boxes and assistance, business intelligence dashboards, and thorough insight into business operations.
It is important to ensure that they all perform well and interact with each other without any glitches, observing workflow, inappropriate behavior, and more while anticipating any deviations from the process.
Edge Computing
Research shows that by 2023, nearly 50% of all IT infrastructure will be deployed at the edge. With 5G networks, smart devices, and smart AI processes evolving, the edge can process and deploy AI and machine vision functions at the speed of light.
This empowers both consumers and companies, with consumers exercising more control over self-service transactions with vendors, including actions like submitting claims with their auto service provider. The coverage over multiple devices allows consumers to take photos or videos of relevant information and converse with a virtual assistant, ensuring that time-consuming processes are done in no time, without any hiccups.
Conversational AI platforms can leverage the latest technology, processes and learn from existing databases. However, situational awareness and overall, improving understanding of people, what they want, and what kind of operations are currently functioning across the enterprise, can truly improve customer experience by leaps and bounds.
