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Effective communication is the key to the corporate world. One must employ proper language and a medium for excellent enterprise communication.
However, in this digital age, several technological advancements, like conversational AI, significantly contribute to transforming traditional communication into sophisticated digital assistants. Examples are chatbots for customer service and conversational AI coaching for employees.
Both of them are remarkable means for empowering enterprises. While chatbots offer predetermined responses, the AI coaching app provides a more personalised user conversational experience.
In this article, you will understand how conversational AI empowers enterprises with intelligent communication.
A digital assistant is a computer program that assists users. It can only answer questions and complete basic tasks in its early stages. These basic tasks include finding relevant information, handling requests, and tracking service desk tickets.
It became more sophisticated as the years passed and could accomplish more complicated tasks. Here’s an overview of the gradual development of digital assistants:
Joseph Weizenbaum, a computer scientist, built ELIZA. ELIZA is one of the first chatbots that could interact with users in typed conversations. Moreover, it can recognise keywords in a user’s statement. You only need to type your question, and it can answer you.
Kenneth Colby, a psychiatrist, created a chatbot called PARRY that can simulate a person with paranoid schizophrenia. It used a pattern-based approach to generate responses.
The Personal Digital Assistants (PDAs) were created to save meetings, notes, and contact information.
Call centre services are provided with Interactive Voice Response (IVR). This technology is an automated phone system tool that helps agents answer incoming customer calls and offers options for the next steps via a menu.
Apple created Siri. It was designed to respond to natural language commands and questions. Furthermore, it offers users relevant information, can perform tasks, and facilitate voice-based interactions.
AI-GPT 3 is one of the most advanced language models that works as a human-like virtual assistant doing more complicated tasks. It provides a natural language understanding and contextually relevant responses in text-based conversations.
For several years, digital assistants have become more complex conversational agents capable of performing different tasks. One of the significant capabilities of these conversational agents is their ability to learn from user interactions. Additionally, they can analyse vast amounts of data and extract patterns. That way, they can fully understand user intent and respond accordingly.
But what is conversational AI, and how does it work?
Conversational AI refers to all AI-powered features, like chatbots. It has various functions, like assisting enterprises to provide excellent customer service. Also, it offers real-time guidance, assistance, and automated coaching options for customer-centric employees.
It is essential to know that there are two conversational AI use cases. These are self-service for customers who can access across digital and voice channels. The other one is real-time guidance and coaching to empower customer-facing employees.
Now that you understand how conversational AI works, let’s dig deeper into how it empowers enterprises.
Here are the other benefits of conversational AI. These include:
Digital assistants provide relevant information by capturing and interpreting interactions. These interactions show actionable insights that can be used to improve products and services. In every interaction, it adds new information to its knowledge base. That way, it can provide more accurate and relevant responses to customers.
Many company-centric enterprises with service during “normal business hours” are losing the opportunity. They don’t have an adequate understanding that customers demand 24/7 available service that is proactive and customer-centric.
People may need support and recommendations at any time of the day. That’s why conversational AI is the perfect option for them. With just a single tap on their mobile devices, they can get the help they need.
In one statistic, over 85% of consumers would stop supporting a brand after two poor customer service experiences. But with conversational AI, worry no more. This is because it can offer a better customer experience.
Furthermore, It ensures fast, consistent and smart self-service in the customer’s channel. It can naturally provide instant answers, increasing user engagement and satisfaction. Moreover, a 2021 study by IBM shows that nearly 100% of companies reported increased customer satisfaction by conversational AI solutions.
In the business landscape, customers are not the only ones who need to be satisfied. Employees are still part of the picture. Therefore, enterprises must offer real-time guidance tools and coaching that support employees’ wellbeing. They can receive personalised suggestions and recommendations tailored to their needs with conversational AI coaching.
Conversational AI is starting something new, providing more enterprise possibilities. It offers the future of intelligent enterprise communication that can unleash business potential. It’s time to embrace conversational AI to thrive in this hyper-competitive landscape where success is measured by customer engagement, satisfaction, and loyalty.