Conversational intelligence: why it’s an asset to your business ?
Today’s consumers are less tolerant of waiting and time constraints. They are more used to getting information, products or services, immediately and at any time. Yet, customer service cannot always be available for legal and financial reasons. It would take several teams to respect the legal working hours.
AI can help.
What is conversational intelligence ?
Conversational intelligence refers to the The ability of a bot to learn how to converse in a fluid and natural way, like a human. It works thanks to a natural language processing algorithm or NLP (Natural Language Processing). With a powerful AI, a site can use a chatbot without the user being aware of it.
The system has, in this case, achieved a perfect mastery of the language.
This type of artificial intelligence aims to simulate a person’s ability to answer questions and hold a conversation. However, it is not a question of passing the Turing test. Such AI would reach the level of subtlety of human intelligence. On the other hand, the effectiveness of a conversational bot is measured by its tolerance threshold and its ability to get used to :
- Common mistakes (spelling, grammar, homonyms, consonance, etc.).) ;
- Errors from oral language ;
- Slang and SMS language;
- Digressions and chatter ;
- Formulas of politeness..
Basically, theConversational AI is built on the exchanges and scenarios that are common in its area of application. The NLP algorithm then performs calculations to match the available answers to the customers’ questions. Thanks to deep learning, the bot will improve its command of language as conversations progress.
AI will eventually provide more relevant answers, regardless of the context, the wording, the vocabulary… The bot could then be mistaken for a human.
Why opt for conversational AI ?
Conversational intelligence allows above all to benefit from the practical, financial and organizational advantages of automation. Conversational intelligence is a powerful tool for customer service, as it is able to handle various customer service functions. The integration of this type of tool participates in the digital transformation of a company.
In addition, this technology can be deployed on different channels and media. There are several categories of conversational agents to choose from, including :
- Chatbots, for text messaging (social networks, SMS, emails…);
- Callbots, for telephone conversations;
- Voicebots (or virtual assistants), for home automation and voice-controlled equipment .
In detail, conversational AI allows toautomate simple exchanges and answer recurring questions. Bots will therefore take care of basic and repetitive tasks. In this way, human advisors will be able to concentrate on the requests and operations with high added value.
Customers will nevertheless be satisfied by getting immediate answers at any time.
Thanks to this great availability, the company will be able to significantly improve its brand image. It will also be appreciated as an employer, by lightening the workload of support teams (technical assistance, customer service, IT, HR…). Moreover, automation allows to optimize the cost of operation and recruitment of the beneficiary services.
How to implement it in your company ?
The choice of the supplier is crucial to find the right solutionconversational intelligence to implement in its company. In general, an experienced chatbot offers a wide variety of solutions to optimize the processes of professionals. Nevertheless, it offers demos and quotes beforehand.
Customers will know the strengths and limitations of each proposed tool.
It is also important to define the scope of the tool’s application for your company. The integrator will then be able to direct towards the corresponding solutions. Conversational AI can indeed cover various tasks related to customers, employees, administration… Bots can, for example, take care of :
- The reception and information service;
- Orders and deliveries;
- The follow-up of packages and after-sales service;
- Customer account management;
- Opinions and feedbacks;
- Technical or legal assistance;
- The redirection towards the competent organizations;
- Automation of administrative formalities..
Once the solution has been chosen, it is particularly important to involve the departments concerned in the project deployment of conversational AI. The IT team must follow the necessary training to master this tool. The same is true for the consultants.
Moreover, the latter must be informed of situations leading the bots to redirect requests to them. They will then be ready to take over, if necessary. As a reminder, AI helps, but does not replace support teams.