It’s no surprise that the banks are leaders when it comes to implementing intelligent digital solutions, with 41% of banks reporting the use of conversational AI. But are they making the best use of this technology?
Using conversational AI for simple tasks such as resetting passwords may be a way for businesses to start to understand artificial intelligence (AI) and its idiosyncrasies. However, it’s hardly going to bring the 25% efficiency increase by 2025 for customer service organizations that embed AI in their multichannel engagement platform, as predicted in Garner’s 2019 “Market Guide for Virtual Customer Assistants” report.
Bring Together Disparate Information
In order to achieve this, enterprises need to take a look at the wider digital transformation strategy and how chatbots and conversational AI will integrate into it. Delivering greater efficiencies will require reassessing back-end processes and upgrading with other technology, such as robotic process automation (RPA), before surfacing it through conversational AI interfaces.
Advanced conversational AI development platforms enable enterprises to bring together information held on disparate systems to deliver answers to customer or employee queries faster than ever before. At Artificial Solutions, for example, where we offer a conversational AI platform, many of the enterprises we work with are seeing significant improvements. not just in terms of efficiency, but in customer satisfaction too.
By integrating conversational AI, customers can have immediate access to information that was previously only accessible via traditional methods such as a call center. Employees no longer have to carry out complex look-ups of data over various systems to deliver an answer to a query. For these employees, satisfaction comes from the removal of menial tasks, enabling them to deal with more complex issues that deliver increased job fulfillment.
Take Dialog Systems To The Next Stage
Conversational AI has the capability to deliver the immersive experience customers expect. Features such as memory, sentiment analysis, personality, contextual understanding and topic switching take dialog systems to the next level. By adding in integration capabilities, you can increase personalization and build the customer relationship even further.
How you use the functionality is up to you. Upselling the latest product, recognizing an ongoing customer issue or simply ensuring an employee maximizes their company benefits can make a difference to the company’s bottom line.
Scale For Global Growth
Combine all three, and an enterprise takes a significant step closer to even greater efficiencies. But in order to achieve it, the conversational development technology must be capable of easily porting applications to different channels and languages. While many tools offer a variety of choices, all too often they require a complete rebuild to achieve porting even the most basic of applications.
Enterprises need scalability and flexibility to survive. Collaboration across global teams, the ability to reuse and share AI assets, and the control to prevent duplication of resources are all important points that need to be considered to maximize an investment in conversational AI.
Conversational AI is maturing, allowing enterprises to elevate their chatbots to way beyond the simple tasks they might have been initially deployed for. Now it’s time to retrain them, add capabilities and expand their job opportunities, ready for the next stage.
Keep your communication with your customers strong and personal and most importantly, engage with them in THEIR channel of choice. You can easily do this using the hi.guru conversational AI platform and ultimately enhance customer experience by using responsive chatbots and other tools. It all starts by consolidating your existing communication channels into one and ensuring a better response time, a better resolution and a happier customer. Ask us more about creating a chatbot that’s just right for you.