Making Sense of Conversational AI

Making Sense of Conversational AI

What is Conversational AI?

Conversational AI is so much more than the machine-led algorithms that drive it. It’s a whole range of people, processes, tools, and technology that lets computers speak human. Additionally, it gives machines the capability to imitate intelligent human behavior. Technology is constantly changing, so rather than only concentrating on emerging technologies, experts in the field focus on human behavior, then use the tech to recreate it. 

How does Conversational AI fit into the overall Contact Center structure?

The big questions for contact centers are how can Conversational AI fit into your overall structure and improve the customer experience? To answer these, you have to think of it as a bot workforce to complement your human workforce. Both must be used  in conjunction with your existing platforms to optimize your customer service strategy and performance.

To best determine how Conversational AI can fit into your unique business culture and meet customer needs, you must figure out which functions that bots can perform at a human or superhuman level. Then, you can decide which channels they should operate in. 

As bots continue to operate, the AI learns from each interaction and can better assist agents by offering suggestions, template based responses, and processes for problem resolution. Ultimately, it can also identify common issues and lead to more self-service options as well.

How do you get the maximum ROI?

Many consultants will tell you to only pay for what you’re using and build your in-house capabilities to reduce costs. Others will advise you to move to the cloud, perform regular speech tuning, and empower businesses to build the bots they need.

However, the single most impactful factor in maximizing your ROI is the implementation of a bot management system. You must perform information dives to analyze the conversations they have and their performance. Regular maintenance and evaluation of the data will ensure you can instill conversational guard rails that create more human interactions. Not only does this maximize your ROI, but also your customers’ satisfaction.

How do you choose the right platform for your business?

To choose the right platform for your business, you have to understand the mechanics of how everything works and a clear vision of what you hope to achieve. Then, you can build a plan around your goals to bring your vision to life.

The first step starts with discovery. Looking at the raw data will help you to better understand the capabilities of your current system. It will also help you determine the use cases you have to support and which tech best integrates into what you’ve already got.

Unfortunately, no system can do it all. So, you have to combine them in ways that best support your business. However, sorting and analyzing all the data can make you feel like you are in over your head. Waterfield Technologies and its affiliates provide a broader team with better capabilities to guide, educate, show you what’s possible with Conversational AI.

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