Customer service executives are constantly under pressure to better the customer experience and are turning to artificial intelligence for help in many areas. One sore spot that keeps CXOs up at night is how long a customer spends waiting for answers when contacting the organization.
The average person spends about 40 days of their life on hold, so imagine the dissatisfaction or annoyance of regularly being put on hold when on the phone with a call center. Florida-based conversational artificial intelligence firm Vocodia has then developed a proprietary AI for enterprise call centers addressing this, resulting in more quickly resolving customer concerns and bringing forth a better customer experience.
This is yet another example of how AI has become a shining light for seamless customer service and interactions. Generative AI along with large language models is transforming the way enterprises engage with customers, manage workflows and processes, and develop new efficiencies.
Transforming CX with Conversational AI
In the past, the problem with chatbots and voice interactions with customers was that they were cumbersome, according to Sören Stamer, CEO and co-founder of CoreMedia, in public remarks. “Now they are so good that you can basically say what you want, and the other side starts to figure it out. The interaction that you can just talk to something that then creates value is powerful, because it’s what humans do,” Stamer said.
Conversational AI is essentially a type of AI that can simulate human conversation. Also referred to as conversational intelligence, this technology harnesses advanced natural language processing (NLP) and machine learning, letting digital interactions feel more personal, emotionally connected, and efficient.
In the customer experience landscape, conversational intelligence provides immediate, round-the-clock customer support via the use of chatbots and virtual assistants.
The benefits of conversational AI for enterprise customer experience include:
- Makes buying journeys easier, giving customers immediate access to a virtual sales assistant that knows and understands what they need instead of waiting awhile for the next human agent. This enhances CX metrics such as customer satisfaction (CSAT), response time, and net promoter score (NPS).
- Provides tailored recommendations to anyone reaching out, as it can access huge amounts of customer data – a mass personalization endeavor that can happen any time of the day and appeals mostly to younger, digital-first users such as Gen Z.
- Enhances engagement across customer channels. Brands can incorporate conversational interfaces across the company website, social media, mobile apps, email, and chat, to name a few. This will answer customer inquiries faster and result in higher CSAT, as well as improve personalization and buying journeys.
Enhancing Customer Interactions with Conversational AI
Here are different ways that conversational AI applies across industries:
- Retail – Virtual shopping assistants offer personalized recommendations based on customer purchase history, needs, and preferences, tailoring the shopping experience. Fashion giant H&M, for instance, uses AI chatbots to recommend outfits and introduce new trends based on customer data.
- Healthcare – CI tools assist in triaging patient inquiries, scheduling appointments, and improving overall operational efficiency and patient engagement.
- Banking – In the industry, AI-powered chatbots and virtual assistants conduct transactions, offer 24/7 customer support, and provide personalized financial advice, which streamlines interactions across the board.
The customer experience in 2024 is predicted to focus on conversational solutions. This means those who will embrace the power of chatbot customization and other innovations in conversational intelligence – combined with human support – stand to win the customer and seal a customer-centric future.
Related Readings:
5 Ways to Leverage AI to Enhance Customer Experience
