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Conversational AI and Customer Experience Enhancement

Customer Experience (CX), Customer Service, Customer Engagement, Customer Experience Management (CEM), Customer Relationship Management (CRM), Customer Communication Management (CCM), Customer Data Platform (CDP), Customer Journey Mapping (CJM), Customer Journey, Loyalty Technology, Personalization Engines, Voice of Customer Platforms, Digital Transformation, Customer Experience News, CX News
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Conversation plays a vital role in managing the relationship between individuals. And when it comes to a business point of view, it is much more stressed. As the customer volume increases, it has become difficult for organizations to directly engage with their customers and solve their queries. Businesses focus on providing high-quality customer service at reduced cost in a complex business world to provide better customer experience.

The recent pandemic has made a lot of changes to the pattern of customer experience, and it has become more virtual. The increased use of mobile phones, text messages, and email has enabled businesses to virtually connect with their clients. The lack of service desk agents has resulted in delayed replies to the customer queries and sometimes it will disrupt the relationship between the clients and the organization.

All of you might have gone through the “let’s chat” button on websites which is set up to resolve queries of customers. The use of artificial intelligence (AI)-driven chatbots has provided a solution to this extending customer issues, but it was not also up to the mark as many of the replies and reactions took a lot of time while some replies were not satisfactory. It was always difficult for chatbots to handle complex customer issues and cognitive decision-making. The importance of Conversational AI and Robotic Process Automation (RPA) can be identified in this scenario.

Conversational AI

Conversational AI is a type of artificial intelligence that allows people and computers to converse efficiently through speech or text. Conversational AI recognizes a user’s voice or text patterns, predicts their purpose, and responds with a personalized, automated script. Conversational AI applications are now being utilized in a wide range of sectors. These extremely intelligent applications are helping organizations communicate with consumers and employees in never-before-seen ways, from customer service to marketing to security. Conversational AI has become the focus of digital transformation after the period followed by pandemic.

Conversational AI can immediately identify customer behavior quicker than a human agent using the CRM and other databases of the organization. Conversational AI can immediately identify customer behavior quicker than a human agent using the CRM and other databases of the organization. Conversational AI can take customized customer service to new heights whether deployed as chatbots, speech bots, or intelligent self-help systems, and when employing the entire spectrum of contact center channels including voice, chats, and SMS.

Ways in which Conversational AI Enhances CX

The investment in Conversational AI has increased sharply in recent times and the major reason behind that is conversation AI is a potential source of revenue for many major industries and primarily customer experience (CX). Conversational AI helps in several ways, and these include:

  • Instant Customer Support – Customers can use Conversational AI for self-service on the web and on mobile devices, with omnichannel assistance. It works around the clock and reduces the need for physical intervention. Conversational AI handles basic queries and transfers complicated tasks to service desk employees for additional resolution if a ticket remains unresolved.
  • Hyper-personalized resolutions – Consumer data like purchases, past interactions, and phone transcripts are stored by organizations. A large portion of this data is in an unstructured format, making it difficult for customer support representatives to shuffle across numerous systems to find relevant information or knowledge articles. Nonetheless, Conversational AI bots use NLP and Machine Learning to recognize the genuine subtlety of context and language. It can grasp previous and future requirements by carrying the context across numerous discussions.
  • Omnichannel Support – Enabling easy integrations with Slack, MS Teams, WhatsApp, and others, a better omnichannel experience can be provided using Conversational AI. Superior customer experience can be delivered through conversational AI without adding any other technology.
  • Service Desk Assistance – By linking their agents with knowledge articles, CRM, and back-end systems automatically, conversational AI extracts important information from documents. Conversational AI bots retrieve information quickly and make each interaction more valuable by simplifying and automating procedures.

From lead and demand creation to customer service and beyond, conversational AI benefits organizations in a variety of ways. Many businesses use AI-powered solutions to assist salespeople in upsell and cross-sell more effectively. New apps will help and/or automate other areas of business as technology advances and matures.


Client service providers’ tools for providing engaging CX change as customer expectations change. Businesses are now able to communicate with their customers efficiently, effectively, and compassionately by combining conversational AI, machine learning (ML), and natural language processing (NLP) with smarter machines and advanced modeling.

Conversational AI is paving the way for the next generation of customer care, but the voyage is only beginning. The trend toward increased conversational automation will become the norm as customers gain confidence and familiarity with AI-based interactions.

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