Conversational AI has gained traction in the world of customer experience, marketing, and business due to the benefits it offers in an environment where customers demand more personalized attention across multiple channels.
In this article, our friends at Aivo share 7 ways in which this technology can help you enhance the customer experience in your business. Keep reading!
What is Conversational AI?
Conversational AI is a technology designed to create automated solutions that communicate based on human conversations, unlike the robotic assistance commonly associated with basic chatbots.
Conversational AI enables the development of non-linear conversations, grouping topics, and establishing connections between them to simulate real conversations. This is achieved using AI marketing tools such as Deep Learning, Meaning Classification, Machine Learning, and Contextual Neural Networks, among others.
It can be applied at different levels and across various channels, including chatbots, interactive virtual assistants, SMS, and diverse communication channels.
Learn about ChatGPT and how to use it in market research.
The Importance of Conversational AI in CX
A good customer experience is a key factor in choosing a brand. It’s not just about answering queries and supporting customers during the purchasing process, but also about providing a genuine customer experience across all communication channels, delivering efficient solutions 24/7, and building a relationship with users.
While the integration of conversational bots was already a reality, the Covid-19 pandemic transformed virtual assistants into a necessity. Customers began to have new needs, to be even more connected, and to demand instant responses at any time of day.
When we talk about Conversational Artificial Intelligence as opposed to conventional chatbots, we’re precisely referring to putting the customer at the center and doing more than just answering queries.
Proactivity, personalization, and security are some of the ways in which Conversational AI can help improve your Customer Experience. Let’s delve into each of these aspects.
Personalization and Empathy: The Exact Response
At Aivo, we often say that customers may forget what you’ve done or said, but they’ll never forget how you made them feel. Personalizing the customer experience involves delivering the message the person needs at the right moment and through their preferred channel.
Depending on the stage the user is at, the bot should respond with the appropriate tone. Consider the case of a person who has just bought a new laptop through an e-commerce platform: when making the purchase, the bot will likely sound enthusiastic and fun. However, if there’s suddenly an issue with payment or billing, the responses will have a more serious tone.
Empathy in customer service is precisely about understanding the customer’s emotional state and acting accordingly. Remember: the more personalized your service, the higher the likelihood that customers will return.
Proactivity: Staying One Step Ahead
Can we address customer concerns before they even arise? Thinking proactively means asking yourself that question all the time.
Conversational AI allows you to send notifications and messages, thus preventing people from having to reach out to you with their queries.
For instance, you can send proactive messages on WhatsApp to inform customers about the status of an order, upcoming deadlines, changes in rates, or service interruptions. This way, you can save your customers’ time and even prevent potential conflicts before they occur.
Learn about the most commonly used customer communication channels.
Omnichannel: Reaching Your Customers Where They Are
Omnichannel support goes beyond addressing queries on a website. An omnichannel customer service integrates all communication channels of a brand to achieve efficient and modern interactions.
The most important aspect of offering an omnichannel experience is identifying where your customers are. It doesn’t matter if they prefer to chat on Instagram, send voice messages on WhatsApp, or contact you through your mobile app: Conversational AI allows you to create creative and efficient interactions on any channel.
24/7 Availability: Addressing Queries at All Hours
Conversational AI not only allows you to respond to queries across all channels, but also to do so at any time of day, 365 days a year. One of the greatest added values we can offer people is being present when they need us and addressing their concerns as quickly as possible.Metrics: Making Data-Driven Decisions
One of the biggest advantages of Conversational AI is its ability to provide valuable data that can be used to implement new strategies and scale the customer service process. Customer behavior, interactions, and ratings provide valuable insights into consumption preferences, concerns, and improvement opportunities.
In the case of Aivo, our solution allows you to gather and manage data from a single location and extract meaningful information from it. With this information, you can personalize conversations across all channels and devices to create a true customer service experience.
Security and Data Protection: Ensuring Privacy
In general, users are more loyal to brands that offer stronger and more transparent security measures. Nowadays, people are more aware of data collection and storage, as well as how different companies might use this information.
In this context, it’s important to choose providers that comply with security and quality standards for data protection in different countries. These providers should ensure strict access controls and robust encryption implementation.
Empowering Agents: Optimizing Time and Elevating Service
In a world where Conversational AI continues to gain ground, human agents remain just as important. In this sense, AI is a way to empower service, helping human agents elevate the quality of assistance.
Not only will they have more data about customers and their needs, but they will also optimize their time to focus on queries that require human intervention. This will allow them to resolve more complex queries, putting all their attention on the customer.
You might be interested in: 8 strategies to improve the quality of customer service.
It’s All About the Experience
These are just some of the ways in which Conversational AI can help you enhance your CX. But before you begin, remember to ask yourself what your customer needs, which issues you should address first, and when you plan to do so.
After all, it’s about putting the customer at the center of your strategy and building from there. For this, AI can be a great ally that is sure to bring you positive results.
