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Year: 2021
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How Conversational AI can Automate Customer Service
Businesses have always had a robust customer support strategy. Contact centers have been at the center of this strategy for time immemorial. Customer expectations are rising and how! This puts brands under tremendous pressure (and opportunity!) to create hyper-personalized customer experiences to increase customer satisfaction and loyalty.
In the past few years, Conversational AI has disrupted the contact center industry. This has given brands an opportunity to rethink their customer service strategy. It’s expected that 20% of customer service interactions will be handled by Conversational AI agents by 2022. The market for this technology is expected to grow from $4 billion to $15 billion by 2024 .
In this article, we’re going to look at what are the advantages of automated customer service and how a customer service chatbot can boost CSAT and NPS and at the same time reduce customer support costs.
What’s the scope of a Conversational AI Platform?
Let’s start with understanding what a Conversational AI solution is a programmatic and intelligent way of offering a conversational experience to mimic conversations with real people, through digital and telecommunication technologies.
The technologies which are at the backbone of a sophisticated Conversational AI solution are Natural Language Processing (NLP), Natural Language Understanding (NLU), Sentiment Analysis, Machine Learning, and the most important component: empathy.
Customer service chatbots are capable of providing a truly omnichannel CX (Web, WhatsApp, Facebook, In-app), and uncovering key business metrics with an analytics platform. Language has always been a barrier while communicating with your customers but a multilingual chatbot can create conversations with your customers in any language!
How does a customer service chatbot help?
1. Customer Assistance
A. Customer SupportAs mentioned above, the customer service chatbot can be deployed across different channels, hence providing brands an opportunity to create an omnichannel CX. AI-powered chatbots are capable of delivering service 24/7 which means that there’s always someone (not really) to answer customer’s questions anytime! This is significantly cheaper than having live agents with rotational shifts.
If the customer support query is complex or beyond the scope of the chatbot, there is a seamless process to hand off the query to a live agent based on their skill sets and current workload. This also helps the customer support agents to focus on customers which require a detailed solution for their difficult problems. This is where the magic happens! The marriage of AI and traditional customer service is the way forward.
B. Conversational Commerce
Conversational Commerce has revolutionized eCommerce. Over the years, brands have realized the true potential of messaging platforms. Conversational AI is being leveraged by some of the largest brands to provide shopping assistance to customers. This is indeed a great opportunity to reduce costs incurred for hiring sales agents and training them. A robust conversational commerce tool is capable of providing superior customer service than a sales agent.
You can truly understand user requirements and provide expert-like guidance to nudge visitors ahead in the buyer’s journey. An intent-based recommendation engine helps you automatically match user requirements with your product catalog, descriptions, customer reviews, and other historical data to offer relevant buying guidance and increase conversions. Know more about how Haptik’s Conversational AI platform can help you sell seamlessly across all messaging platforms.
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2. Agent Assistance
Support agents need vast amounts of customer information to provide the assistance that customers need.
Conversational UIs (user interfaces) can monitor the conversations — whether by voice or chat — the agent is having with a customer and provide relevant information, screens, or prompts by intervening at appropriate times.
This reduces the hold time and there is no need to transfer the call to another agent because of not having access to enough customer knowledge. This results in a superior CX, lowered support costs, and high employee satisfaction.
3. Data, data & more data
We’ve all heard this statement countless times: Data is the new oil. Organizations store every piece of information derived from customer interaction including transaction history, past interactions, transcripts of calls, and chat sessions. This is an invaluable piece of information that can be leveraged to create hyper-personalized customer experiences.
A Conversational AI can monitor all types of conversations to gain a better understanding of customers’ needs, customer’s behavior, and creating a powerful system of predicting customer’s next set of actions.
This is a crucial step in maximizing customer satisfaction as now the agent as well the customer service chatbot knows everything about the customer and is in a position to make a decision that will be centered around the customer and his needs!
Leveraging Voice Chatbots and Multilingual Capabilities of Customer Service Chatbots
A. Voice Chatbots
From messaging apps to AI-powered chatbots, there are a number of mediums and platforms that can facilitate conversational commerce. But one platform in particular has emerged in recent years as a favorite among consumers and brands alike — voice assistants.
Voice-based platforms offer the added advantage of getting things done completely hands-free through simple vocal commands. And one of the things people most like getting done through voice assistants is online shopping!
A key appeal of conversational commerce is its ability to virtually replicate the experience of visiting a store and being guided by a helpful and knowledgeable sales assistant. From the comfort of their homes, customers can explain what they’re looking for in simple terms, enquire about prices and product features, ask follow-up questions, and even get personalized recommendations based on their shopping history and past behavior!
Voice assistants make this experience even more frictionless and interactive. At a time when consumers spend a large chunk of their lives typing or sweeping their thumb across mobile screens, voice-based platforms reduce screen interaction and offer a more convenient hands-free experience.
Unlike interacting with purely textual chatbots, which can feel like talking to a machine, interacting with a voice assistant can feel like having a conversation with a friend, making the experience feel even more personalized and engaging. Voice assistants also provide speedy responses and significantly reduce the time taken for checkout.
B. Vernacular Chatbots
A multilingual chatbot i.e. a bot that can converse with users in multiple languages, can be a tremendous asset to any organization. This particularly holds true in a highly linguistically diverse country like India. The digital revolution in India has exponentially broadened the Internet user base in the country to include large numbers of non-English speakers, who vastly outnumber English language speakers in the country.
A vernacular language chatbot would be particularly useful to a business seeking to make inroads in a specific regional market and/or build brand awareness among potential customers who speak a particular language.
Know more about Haptik’s Linguist Pro platform which helps you build chatbots in the language of your choice.
[Webinar] Building the World’s Largest Vernacular Chatbots
To Sum Up
Every brand aims to provide the best in class customer service. Haptik’s Conversational AI platform is the most powerful tool that these brands can leverage to automate customer service and deliver that CX that will turn your customers into brand loyalists. In this blog, we tried to cover the advantages of a customer service chatbot, but if you want to know how we can help you reduce your customer support costs, boost CSAT and NPS, then get in touch with us!
Want to develop an Intelligent Virtual Assistant solution for your brand?
Don’t forget to give us your 👏 !
How Conversational AI can Automate Customer Service was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
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How can I have a chat bot reply for me when I get text messages?
Just to mess with my friends if even if someone keeps bugging me I think it would be so much fun if I could have the chat bot talk for me. Is there anyway to implement that ?
submitted by /u/SufficientCrystals
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Google Dialogflow CX vs IBM Watson Assistant
Hey! Can anyone help me identify the differences between Dialogflow CX and Watson Assistant? Has anyone come across any helpful links? Or have you used both platforms before? Thanks!
submitted by /u/astro-90
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Less than 1 Month to Go
Save your Spot
The Chatbot Conference Online is now less than a month away!
If you haven’t registered, this is the perfect time to sign up and save your spot.
- On-Demand: Available Now
- May 25th: Chatbot Conference & Live Q&A with Speakers
- May 26th: Certified Conversational Design Workshop
- May 27th: Certified NLP Developer Workshop
Let our team know if you have any questions.
Looking forward to seeing you at the Conference.
Cheers!
What you will learn
- Discover: Discover how enterprises are winning with Bots and AI. Live Q&A with top industry experts.
- Design: Design your conversational agent in our workshop.
- Develop: Turn your design into a fully functioning bot in our NLP workshop.
What Makes our Event Different?
DAY 1: May 25th: Conference & LIVE Q&A with Speakers
On Day 1 our Goal is to give you an overall understanding of the Bot Ecosystem, to discover the best business application that are producing an ROI, and to do deep dives in the most essential areas.
Deep Dives during our LIVE Q&A Sessions:
- AI Customer Service: Exploring how Enterprises are using bots in Customer Service to increase customer satisfaction and decrease costs.
- Voice & Virtual Assistants: Latest on Voice from Google Home, Alexa, & Siri.
- Customer Service: Exploring how Enterprises are using bots in
- Marketing: Latest on how Enterprises are generating leads and sales using Bots.
- B2E, Backend & RPA’s: This is the biggest use cases no one is talking about! Backend bots are bots that automated tasks between employees and enterprises such as HR, password reset, employee on-boarding, document management, proof reading, and much more.
- Artificial Intelligence & NLP: Latest on NLP & AI for Bots
- Chatbots Design & UX: Latest design conventions and a look at what’s working.
We aim to answer the most pressing questions such as ‘what use cases have the biggest ROI’, ‘what is possible given the current state of AI & NLP ’, ‘what is the best way for Enterprises to get started’ and many more. The Live Q&A is the perfect time to ask them questions and go in depth on their topic of expertise.
Networking & Digital Happy Hour
RegisterAI Developer Certification & Conversational Design Certification
Certified Workshops
The Project
Your bot will be able to answer 10 FAQ questions, have a great on-boarding experience and a number of fall backs. You will learn how to design and develop a bot using NLP/NLU Platforms and deploy your bot to a website, sms, messaging channel or voice.
Conversational Designer Workshop: May 26th, 2021
In this workshop, you will learn how to design a great chatbot. You learn about copy writing, user research, UX design and how to use data and analytics to improve your chatbot or virtual assistant.
NLP & NLU Developer Workshop: May 27th, 2021
In this workshop, you will learn how to build a bot using Natural Language Processing. You will learn about intent classification, entity extraction, dialogue management, and you’ll learn how to make your bot conversational using NLP!
Less than 1 Month to Go was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
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Redefine your Conversational AI for the Best Customer Engagement
Conversational AI for Customer Engagement Innovation in conversational AI, fused with the propagation of messaging apps, is fuelling the progress of chatbots. Humans are inherently able to talk and connect in natural language. However, we weren’t born with panels to swipe or keyboards to key in text. Our ears and eyes are set to take external information in a verbal and written manner and process it through our brain optimized for language. This is what artificial intelligence does, through system simulation, to help businesses better engagement of their customers.
Usually, bots are using NLP technology for queries and provide answers to customers, thereby capably surpassing customer engagement for your business.
The conversational AI or chatbot craze commenced in 2016 with Facebook’s revelation of a user-friendly platform to develop conversational AI on Facebook messenger. Shortly, chatbots were publicized as the next stage of the conversational revolution.
Artificial intelligence is going to redefine how consumers can get success, and your marketing department is likely focused, or must be focused, on customer engagement as a key to thriving in this digital era.
Understanding Conversational AI
One of the amazing inventions of AI is ‘Conversational AI’ (chat-based or voice exchanges) which is the usage of messaging apps, speech-based assistants, and chatbots to automate communication and create personalized customer experiences for your business. According to the global survey, it is expected that businesses are leveraging the AI for best customer engagement.
Conversational exchanges are driven by words, whether in complete sentences or a set of words. Moreover, unlike social channels, they can help to engage, two-way connections with private listeners. When merged with automation and artificial intelligence (AI), these connections can connect humans and machines through virtual assistants and chatbots.
There are multiple areas in the field of AI, out of which conversational AI is the most sought after around the globe. Conversational AI is the biggest support to the B2B organizations as it serves their customers in a way that entire queries are resolved which gives peace of mind to you and them. It has wide applications in several fields viz. Real estate, Healthcare, hospitality, banking, education, and many more.
As digital footprints expand across the world, it is expected that by 2020, 30% of all B2B enterprises will deploy artificial intelligence to boost their primary sales process in various sectors. Conversational AI is one such area where businesses can streamline their customer engagement management platform.
You, as a business, would want to put your best foot forward when it comes to your customer engagement on digital platforms. You can do so by either incorporating a new digital platform or by redefining the existing ones.
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What Does It Mean for Your Business?
Nuacem’s conversational AI will modify every aspect of when, where, and how you engage and converse with your customers. It would help if you are capable enough to hold perfect, synchronous conversations with consumers across any channel they happen to be operating at the time, no matter where they are. Notably, those conversations could be a short one-off entreaty or response, or part of a longer-duration customer engagement until their queries are resolved.
How Businesses Can Use Conversational AI
Your company is communicating with a consumer throughout the time they’re using your product. With our experience delivering conversational AI solutions to several enterprises, we’ve observed that few use cases are able to get benefitted from such technology better than others.
- Marshaling a customer in (Lead Generation): Nuacem’s conversational AI platform has seen 10X better conversion rates compared to standard web forms.
- Maintaining the clients’ happiness: Customers’ engagement is of paramount importance for any business by implementing an interactive utility chatbot in your digital platform.
- Lowered human assistance
- Augmented productivity
Companies, seeing the possibility, are launching to test with the technology. Several brands have already adopted bots on collaboration channels, including 1–800-Flowers, and CNN. The leading chatbot use cases are e-commerce, customer service, and customer engagement. Nuacem’s flagship AI-powered products for chatbots could substantially cut human agents for your contact center costs.
Benefits of Conversational AI
Though chatbots can rarely pass as human conversationalists, here are some of the potential commercial benefits that conversational AI can offer.
- Improved customer experience.
- Reduced expense.
Companies, seeing the possibility, are launching to test with the technology. Several brands have already adopted bots on collaboration channels, including 1–800-Flowers, and CNN. The leading chatbot use cases are e-commerce, customer service, and customer engagement. Nuacem’s flagship AI-powered products for chatbots could substantially cut human agents for your contact center costs.
Future of conversational AI
Nowadays, consumers expect to be able to connect with enterprises on their preferred chat system, through words and voice, just as they presently do with friends and family. They want to do so because it’s easier, less intrusive, and quicker than using other communication channels.
Several businesses are there in the marketplace that provide AI-driven conversational platforms exclusively focused on high-impact use cases, including IBM’s Watson, Nuacem suite, Facebook, KAI, and many more.
Smart conversational support is the most natural approach for companies to connect with machines, services, clients, buyers, and personnel all over the place. Several companies have decked up for their unique offerings in Conversational AI; however, quality matters for their customers. Business success comes with customer success.
Nuacem is an AI-powered Omnichannel Customer Engagement Platform that offers the comprehensive features and capabilities required to build superior customer engagement, experience, and support solutions built for businesses.
Nuacem’s AI platform powers natural language business products that are continually improved through AI-powered tools and platforms that empower human capital to assess performance manages the conversations and enhance the end-user experience.
As more businesses join the ecosystem, the experience will only improve for consumers, leading to greater adoption and, thus, better outcomes for businesses.
Don’t forget to give us your 👏 !
Redefine your Conversational AI for the Best Customer Engagement was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
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Cognitive Conversations Leads The Latest Innovations In AI
Cognitive Conversational AI Machines started to respond to humans based on the intents we humans provide.
It is here AI in business began for conversation purposes.
But the problem is AI will respond to the trained intent or utterances.
It has become a bottleneck for the enterprise in handling natural language used by the customers.
To solve this, AI companies started developing Cognitive AI technologies that have given birth to cognitive conversations.
And Cognitive Artificial intelligence is one of the latest innovations made by AI.
Every innovation motive is to build solutions that solve business problems.
AI professional experts also predict that in the coming next five to ten years.
The machine conversation capability will progress extensively that will lead to a flock of life-changing artificial intelligence applications.
We are entirely moving to the era of Conversational AI systems. It is a combination of NLP, AI, and machine learning to understand and respond to voice/text in a personalized and engaging manner.
And all enterprises will shift from scripted conversations to cognitive conversations very soon.
In this blog, we let you be acquainted with how cognitive conversations are leading the latest innovations in AI.
Before that, you must understand the differences between cognitive conversations and scripted conversations.
Cognitive Conversations Vs. Scripted Conversations
Cognitive conversations vs Scripted conversations Continue reading!
Let’s look out how cognitive conversation platforms lead to the latest innovations in AI.
Cognitive Assistants
Cognitive Assistant is the latest technical innovation developed using the latest innovations of AI or Conversational AI.
These assistants can be used for various purposes, such as workplace and customer care.
The assistants help contact centers improve customer experience, customer engagement, and new revenue systems by minimizing agents’ response time by offering self-service for mundane tasks.
We at Nuacem develop top-end cognitive assistants or best AI chatbots that work very well with text/voice. Soon, we are launching intelligent video assistants to help our clients be ahead of their competitors.
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Multilingual
Every enterprise or business is planning to localize its business to reach the maximum number of customers.
Most of the Chatbots’ problem is they support limited and popular languages used across the globe.
But, we at Nuacem offer multilingual cognitive ai technologies bots that support 55+ languages.
With these multilingual digital intelligent agents, humans can converse in their natural language and quickly solve their issues.
Augmented Intelligence
It is a combination of Machine Intelligence and human cognitive abilities.
Augmented Intelligence is another latest advancement that came from the branch of Artificial Intelligence.
Augmented Intelligence is the technology that helps to enhance human capacity rather than replacing them. It follows five a five function intonation that enables it to become skilled at human Intelligence.
Augmented Intelligence helps enterprises to make optimal decision from available solutions that automatically improve employee productivity and decrease operational costs for an organization.
Omni-Channel
We live in the digital world, where most users spend most of their time on mobile phones.
And currently, customers are more interested in online shopping rather than visiting physical stores.
The retail companies are planning to shift to the omnichannel approach from a multi-channel approach to improve their sales.
Omni-channel approach helps in making cognitive conversations with the customers to provide a seamless customer experience through various channels such as desktop, mobile, messaging apps, and many more.
This conversational commerce provides a guiding experience for valuable customers to purchase services and goods through their chosen channels.
At Nuacem, we offer a top-notch Omni-channel platform using Conversational AI to improve retail enterprises’ sales and revenue.
Sentiment Analysis
Traditional product/service contact centers are facing troubles inadequately analyzing the customer emotions and sentiments (Positive, Neutral, and Negative) on services/products from the text.
It is where conversational/cognitive sentiment analysis comes into existence as an advancement in Artificial Intelligence.
Sentiment analysis uses NLP, text analysis, and computational linguistics to identify, extract, and study affective states, emotions, and personal information.
Sentiment analysis is used for the proper routing of customer calls to authorized departments. It examines cognitive conversations between humans and enterprises and suggests the firms where to improve and where to not.
At Nuacem, our sentiment analysis platform will also examine the voice sentiment along with the text, but other conversational AI providers only provide text sentiment analysis.
Apart from text and voice sentiment analysis, soon, we are coming with more updates.
Final words
To avail of all the above cognitive conversational solutions, please contact us.
More advanced and exciting tech solutions are on their way using the advancement in Artificial Intelligence, which we will bring you to the market very soon.
Stay tuned to us! For more exciting and interesting things about Automation, the future of AI, Conversational AI, and Pragmatic AI.
Don’t forget to give us your 👏 !
Cognitive Conversations Leads The Latest Innovations In AI was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
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NLU Chatbot Evaluation- 3 Common Errors and 5 Key Steps
The dream of any chatbot developer or product owner is to have an accurate report of how their chatbot is performing. But how can you ensure the continuous improvement of your chatbot?
The “Achilles’ heel” of NLU chatbots is the accuracy to correctly identify the user’s intent and avoid:
1. responding with the wrong intent
2. transferring to a human agent due to lack of confidence, when it should have understood the intent from the beginning
3. responding when it doesn’t have to, instead of passing it on to an agent
The first thing we need to do to prevent this from happening is to know when, how and why these errors happen. Once we have this information, we will be able to retrain and correct NLU training or engine errors.
However, there is no tool on the market that can give us this information accurately — a machine can’t really tell when it’s not doing its job properly, right?
At Bitext, we have created a semi-automated methodology that allows us to tag, analyze and process the data in order to get that precise snapshot of our chatbot’s NLU performance, from which we can improve and evolve it. If you would like to learn more about it, make sure to contact us.
The idea is simple: a manually curated objective assessment, a detailed report that takes multiple dimensions into account, and a root cause analysis and retraining based on linguistics. No more “black boxes,” and no more throwing our hands up in the air because “this is all we have.”
From now on, if your chatbot doesn’t work properly and you can’t even identify the reason why with some certainty, Bitext can help you. If you haven’t already launched you bot, this is the best time to get it right! We recommend that you follow these steps to guarantee the success of the NLU model.
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The five key steps would be:
1. correctly identifying your use cases
2. building a comprehensive ontology
3. develop clear definitions for categories, intents and dialogues to avoid overlap
4. generate extensive data, adapted to the user profile for your chatbot
5. put monitoring, evaluation and retraining model in place to produce measurable improvements over time
This is the method that we have developed and have been successfully implementing over the last 2 years. Are you ready to give it a try? Request a demo or let us know if you have any questions or comments.
Don’t forget to give us your 👏 !
NLU Chatbot Evaluation- 3 Common Errors and 5 Key Steps was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
