Conversational AI:
Characteristics and Benefits
Conversational AI:
Characteristics and Benefits
Characteristics and Benefits
What is Conversational AI?
Conversational AI is the application of Artificial Intelligence in conversational tools that allow people to interact in Natural Language with an automatic system that mimics human conversations. It can be applied to recognize speech and text, understand intents, identify different languages, and respond in natural language.
From Chatbots to Conversational AI
The journey of human-machine conversations started with rule-based chatbots, also known as decision-tree bots. These bots were often found on websites a few years ago where they performed a limited set of tasks, usually only answering frequently asked questions or redirecting users to pages on the website.
However, with the advancements in technology such as Machine Learning and Natural Language Understanding, chatbots gained new capabilities, allowing for more effective training and enhanced human-machine interaction.
Conversational AI revolutionizes this interaction by incorporating voice as a natural form of communication. It can understand and engage in multiple conversations with a human, mimicking a one-to-one conversation with context awareness and knowledge of past interactions.
It enabled several new use cases that were not possible with the limitations of traditional chatbots. With the ability to understand natural language and perform complex tasks, Conversational AI is playing a crucial role in organizations, helping them deliver self-service solutions to customers and releasing their employees for more relevant and complex projects.
From Chatbots to Conversational AI
The journey of human-machine conversations started with rule-based chatbots, also known as decision-tree bots. These bots were often found on websites a few years ago where they performed a limited set of tasks, usually only answering frequently asked questions or redirecting users to pages on the website.
However, with the advancements in technology such as Machine Learning and Natural Language Understanding, chatbots gained new capabilities, allowing for more effective training and enhanced human-machine interaction.
Conversational AI revolutionizes this interaction by incorporating voice as a natural form of communication. It can understand and engage in multiple conversations with a human, mimicking a one-to-one conversation with context awareness and knowledge of past interactions.
It enabled several new use cases that were not possible with the limitations of traditional chatbots. With the ability to understand natural language and perform complex tasks, Conversational AI is playing a crucial role in organizations, helping them deliver self-service solutions to customers and releasing their employees for more relevant and complex projects.
4 Benefits of Conversational AI
The evolution of rudimentary chatbots to chatbots powered by AI brings significant benefits to society, providing natural and intuitive interactions for customers and employees. It is important to remember that customers want to engage with their favorite brands simultaneously across multiple channels and devices, so incorporating conversational AI is a cost-effective solution for many companies.
Next, we present 4 benefits of using conversational AI:
- Cost efficiency
Providing excellent customer service is expensive, especially when companies need to attend customers outside of regular working hours. Offering customer service through conversational platforms can reduce operating costs and provide 24/7 service at a lower cost than traditional customer service methods.
- Boost customer experience
With the ability to access real-time, personalized customer information, Conversational AI can provide immediate answers, reducing call center wait times and enhancing metrics such as Net Promoter Score (NPS).
- Improve employee productivity
Doing repetitive tasks is frustrating for employees and expensive for the company. Conversational AI can automate tasks and free up people to focus in more complex problems, improving their job satisfaction and overall productivity.
- Scalability
Conversational AI platforms are highly scalable, allowing companies to add multiple use cases across various areas of the business, such as customers service, business automation, and customer engagement.
What are Conversational AI Platforms?
Conversation platforms are tools for building and supporting intelligent virtual assistants for messaging, webchat or voice systems.
Typically, they have strong NLP (Natural Language Processing) capabilities to provide considerable understanding and automation, leading to higher customer and employee satisfaction rates. Conversational AI Platforms have a broad range of applications and can be deployed on a large scale.
BOTSchool as a Conversational AI Platform
BOTSchool is a Software-as-a-Service-based conversational AI platform that empowers non-developers to easily create and automate conversational experiences. With a focus on no-code configurations and a user-friendly interface, BOTSchool is the perfect solution for companies looking to integrate conversational AI into their customer service and support processes.
The platform easily integrates into common interaction channels and has a very agile and state-of-art architecture that makes it easy to deploy in a variety of scenarios.
BOTSchool is a versatile platform that can be deployed in various scenarios. Additionally, the platform offers Interactive Voice Response (IVR) integrations and wide language coverage, making it an ideal choice for companies operating abroad.
