6 Use-Cases of Conversational AI in Call Centers

Each industry has greatly benefited from artificial intelligence. AI manages the point of contact with clients’ favorite brands, from after-sales support to streaming platforms. These days, customers are accustomed to receiving immediate answers to their questions and possessing extensive control over the customer service process. Therefore, it is crucial to include conversational AI in call centers at this point. The advantages of conversational AI-enabled chatbots are numerous and crucial for meeting and exceeding client expectations. Engaging in more pertinent and intelligent dialogues enables businesses to provide individualized client experiences; therefore, increasing customer satisfaction.

A system that combines machine learning, artificial intelligence, and natural language processing to make ordinary chatbots smarter is referred to as conversational AI. 

These bots may converse with clients in a way that is humanlike, freeing up the agents’ time and progressively raising productivity. Conversational AI bots are more adept at identifying trends in vast amounts of client data and making recommendations. As a result, a company can automate the handling of up to 80 percent of customer support queries without human involvement by using conversational AI.

Let’s examine in detail how conversational AI automation is critical to providing superior customer service versus conventional chatbots.

#1 Deeper understating of NLP

Businesses now have additional power because of the incorporation of these AI solutions. Modern clients who frequently choose self-service options are now capable of enjoying these features of almost all websites because the application can effectively assist them in resolving the present issue. In fact, users like using modern technologies, and currently applications using conversational AI can provide a scaled-up, tailored client experience.

AI can assist in scaling the omnichannel experiences that contact centers frequently use today to combine various communication methods. Customers may go across platforms to contact businesses and get their questions answered. To provide the greatest customer support experience possible, conversational AI solutions may assist tailor the experience, tracking clients across platforms, and comprehending the external context and their history with the company. Thus, this advanced technology can gather instant information about the customer in multiple systems from just one place – the chat.

#2 Internal Knowledge Base – FAQ Training

Conversational AI bots, which are founded on natural language processing, may respond to queries more effectively than conventional chatbots. These chatbots respond appropriately to every question posed to them since they have a variety of technologies integrated into them, such as machine learning, predictive analytics, artificial intelligence, etc., that give the interaction a human touch. Since AI can learn on its own and can reply appropriately while remembering previous encounters, keyword insertion is not necessary in this case.

#3 Bring it all TOGETHER

A company may streamline a customer’s experience and help them save time by using a master bot. The three most often used divisions of a company that a master bot can employ are sales, customer service, and technical support. To provide the optimal answer, a master bot coordinates a customer’s whole journey across already-existing chatbots, back-end systems, knowledge bases, and other AI technologies, including third-party chatbots.

The master bot may control the discussion context throughout the whole experience, identify the best chances for a product upsell, and access the business’s system to provide the right information. Each department has complete control over its sector or domain, resulting in a seamless customer experience and tremendous corporate efficiency. For example, a conversational AI can facilitate employees in raising tickets to IT teams, and/or help the processing of operations that need a management decision/approval go from employee to manager via chatbot.

#4 Real-time Translation

Conversational AI can speak many languages, and this enables the technology to identify different languages and better serve its users. For instance, the AI bot will provide customer care in French if a consumer interacts with it in that language. However, the same AI bot will respond in English if the subsequent user asks a question in that language.

Hence, a company can provide aid to its clients throughout the world with multilingual service by creating a multilingual bot.

#5 Customer Experience is a TOP Priority

The finest customer experience is guaranteed using conversational AI solutions. Customer engagement and support are available 24/7. Businesses may monitor customer interactions in real time and utilize that data to further tailor their customers’ experiences thanks to the built-in data tools that satisfy various privacy standards found in AI systems.

By providing data back to the business, these technologies can even assist in the training of new hires and the improvement of applications. AI apps can communicate with clients across several channels and satisfy their needs in each one. Customers want to feel valued and catered to, and AI may help businesses swiftly meet this requirement while also assisting people in doing better.

#6 Predictive Analysis for Customer Behavior

The improvements in AI will make it easier to forecast client behavior as well as their demands. As machine learning (ML) and natural language processing (NLP) get more advanced, they will be able to offer deeper insights into specific customer journeys and forecast future responses and behavior to the business’s course of action.

These are only a handful of the many advantages and relevance that applying AI has for customer service operations. Call centers are a great fit for implementing and enhancing AI’s advantages and its ability to grow businesses. Conversational programming is used in call centers to manage difficult consumer issues and handle complex data that might benefit from AI’s analytical side. Customer satisfaction, team member productivity, and overall business performance are all greatly improved by conversational AI applications.

For more information on the topic, you can also download our Whitepaper about VA in Call Center.