Interactions between customers and organizations can often be fraught with stress. There are numerous friction points that can disrupt the flow of conversations, whether through email, phone, or messaging, ultimately impacting the overall experience and potentially straining the relationship between the company and its customers.

Nowadays, customer experience must be a priority. It is important to seek solutions for enhancing this experience and facilitating communication between companies and their customers. Conversational AI has emerged as an essential option, with an increasing number of companies adopting these technologies and creating powerful Intelligent Virtual Assistants.

Leveraging Conversational AI to improve the customer experience can serve as a formidable ally. It offers a wide array of features that enable businesses to provide a more personalized, seamless, and overall enhanced experience.

Integrating conversational AI into customer experience offers several benefits, some of which are outlined below:

• Enhance Customer Service – conversational AI operates 24/7/365 and can efficiently address customer issues or seamlessly connect them to a human agent when necessary. This technology can transmit all relevant issue details to the human agent, expediting issue resolution when the customer engages with them.

• Real-time Customer Support – conversational AI provides real-time support to customers when they report complaints or submit queries.

• Customer Engagement and Personalized Experience – this tool keeps customers engaged and provides instant feedback during interactions. Data collected in these exchanges can be utilized to gain a deeper understanding of customer preferences and needs, facilitating ongoing improvement in future interactions.

• Accessibility – conversational AI can comprehend natural spoken and written language, enhancing accessibility and broadening its reach to a wider audience.

It’s important to underscore that maintaining a consistent and seamless customer experience across all channels is crucial. Whether customers opt for voice or text, digital or more traditional channels (e.g., telephone), the information provided in each channel should be consistent to prevent fragmented journeys and, consequently, ensure a positive experience.

Nevertheless, there are challenges associated with incorporating Conversational AI Platforms into the current enterprise ecosystem. While Conversational AI is a technology in constant development, some points are being improved daily. Some of the main challenges that can be highlighted are, the presented bellow, but it’s essential to keep in mind that having a solid definition of business goals and use cases for the conversational tool is crucial.

• Access to reliable data – to provide the best possible personalized experience, businesses must have a good understanding of their customer and collect high-quality data about them.

• Machines are machines – despite significant advancements in artificial intelligence, it is not yet possible to completely remove humans from the process. As a result, businesses still need to provide human oversight, and some calls or contacts may require human agents to resolve certain problems.

• Accuracy of machine learning models – although technology is constant evolving, the machine learning model used by chatbots may not always be accurate, which can lead to customer frustration if the conversation is not natural.

Nonetheless, modernizing businesses is essential. Recent world events have shown that companies and businesses with digital processes, including robust sales websites and modern, efficient customer support, have successfully navigated the challenges presented by lockdowns. Moreover, by 2025, Artificial Intelligence will be used in 95% of all customer interactions. Businesses that fail to meet customer expectations face a severe risk of falling behind their competitors.

In BOTSchool, we develop a variety of use cases where the customer experience is at the core of the entire process. Contact us to know more about the possibilities of BOTSchool in this area.