Where is Conversational AI Going?

The Union

In this episode, Chris Kraus and Scott King discuss the importance of using conversational AI to improve customer and employee interactions. We note that businesses must utilize context in digital conversations just like humans communicate. Remembering context enables digital conversations to be more like conversations we have with friends, family, and coworkers since we understand the context from previous conversations as well as keep up with relevant business rules and conventions.

Utilizing chatbots with natural language processing and entity identification can help ensure your customer’s needs are met quickly and accurately. Chris suggests that businesses should think about using more intelligent chatbots as a way to analyze customer interactions and provide better services, rather than just deflecting inquiries to keep from talking to expensive agents.

Digital leaders should focus on using conversational AI to increase customer satisfaction. This includes utilizing natural language processing to understand customer intent, context, and business rules to ensure customers receive the assistance they need promptly. Ultimately, these strategies should help businesses create more meaningful customer interactions

By following these simple steps, businesses can start to build trust and loyalty with their customers by providing the best services possible. It’s an investment that will pay off in the long run! Whether it’s conversational AI or other strategies, businesses should continue to strive for customer satisfaction.

We hope this episode provided some useful insights into the benefits of using conversational AI in chatbots. Thanks for listening! See you next time!

Links and Resources

• What is conversational AI?
• 5 ways Forrester predicts AI will be “indispensable” in 2023
• Gartner Predicts Conversational AI Will Reduce Contact Center Agent Labor Costs by $80 Billion in 2026

More at krista.ai