Ever asked Siri for directions or had an online chat with your internet provider? If so, you’ve interacted with conversational AI. A highly advanced form of artificial intelligence, conversational AI is a rapidly growing industry transforming how businesses interact with their customers. With its ability to anticipate needs, respond quickly, accurately answer questions and identify customer trends, conversational AI has become an invaluable tool for business success, customer intelligence, and efficiency. Learning the fundamentals of conversational AI can help experienced professionals gain an advantage in customer service and push projects to new heights. Let’s explore how artificial intelligence handles conversations to develop an understanding and gain deeper insights into when it makes sense to use the technology within your organization or application.
What is Conversational AI?
Conversational AI is a class of AI models designed to participate in text-based conversations with humans. These models are trained on large datasets of human-human conversations, and they use this training data to generate text or speech similar to what a human might say in response to a given input. Conversational AI models are used for customer service, language translation, and personal assistance, among others.
How Does it Work?
At its core, conversational AI combines natural language processing (NLP) and machine learning (ML) models to understand and respond to spoken or written commands from users in a natural and very human way. The response must then be passed back to the user through a natural language interface as text or speech.
Conversational AI utilizes advanced NLP algorithms to process spoken or written user input. It is sophisticated enough to glean meaning and context. Once it does, then ML is then used to generate a coherent response tailored to the user’s intent. For example, if someone asks Siri, “What’s the weather like today?” Siri can parse the spoken words and determine that the user wants information about current weather conditions. The machine will then access data from an online weather service and provide an accurate response based on that data.
What are the Benefits?
The primary benefit of conversational AI is increased efficiency. By using natural language processing algorithms, machines can quickly process user inputs and provide relevant responses in real time without needing any additional input from the user. This eliminates tedious manual processes such as typing in search queries or navigating complex web pages—enabling users to get their tasks done faster than ever before.
Additionally, conversational AI affords businesses the ability to:
- Understand Human Factor: Conversational AI helps businesses better understand their customers and their needs. Companies can use conversational AI to gain insights into customer behavior and preferences by collecting data from customer interactions.
- Sentiment Analysis: Conversational AI can analyze customer sentiment and reactions to products and services. This analysis helps businesses better understand customer needs and tailor their solutions to fit those needs.
- Improve Employee Productivity: Conversational AI helps businesses automate mundane tasks, freeing employees to focus on more important tasks. This can improve employee productivity and efficiency.
- Enhance Customer Experience: Conversational AI helps businesses provide better customer service by offering personalized and personalized solutions. Customers feel more connected and engaged with the company, resulting in better customer satisfaction and loyalty.
- Increase Sales: Conversational AI can be used to offer personalized product recommendations and targeted promotions to customers, resulting in increased sales.
- Collect Data: Conversational AI helps businesses collect data on customers, allowing them to understand their target market and make better decisions.
- Provide No-Barrier Communication: Conversational AI helps break down language barriers and allows businesses to communicate easily with customers from all around the world.
- Offer Continuous Customer Support: Conversational AI can provide 24/7 customer support, significantly reducing customer wait times.
Real-World Applications
As mentioned above, conversational AI requires an interface to facilitate human-to-computer interaction. It needs a vehicle to communicate. The form factor can vary and, quite frankly, is only limited by our imaginations. But today, the most common applications of conversational AI include the following:
- Chatbots: A chatbot is a computer program that simulates conversation with human users through text-based or voice-based interfaces, like text messaging platforms, mobile apps, and websites. Chatbots can be integrated into messaging platforms like WhatsApp and WeChat, and can also be integrated into a business’s website through a chat widget.
- Voice assistants: Voice assistants are conversational AI applications that can be controlled through spoken commands. The most popular voice assistants include Amazon Alexa and Apple’s Siri. These can be integrated into smart speakers, smartphones, and other devices.
- Virtual agents: Virtual agents are computer-generated characters that can interact with users through a variety of interfaces, including text-based chat, voice-based chat, and even video-based chat. Virtual agents can be integrated into websites, mobile apps, and messaging platforms, and can also be used in virtual reality environments.
- Email and SMS: Some conversational AI applications can interact with users through email and SMS. These are typically used for tasks like appointment scheduling and follow-up, and can also be used to send automated customer service messages.
- Call center integration: Many conversational AI applications are integrated with call centers, where they can assist human customer service agents in handling phone calls. They can be used to automate repetitive tasks, such as providing information about products and services, and can also be used to provide personalized customer service by understanding the customer’s needs and preferences.
- Social media: Some conversational AI applications can interact with users through social media platforms like Facebook, Twitter, and Instagram. These applications are used to provide customer service, answer questions, and monitor brand sentiment.
Conversational AI could be a solution to many business challenges or a unique feature of a product looking to push boundaries. No matter how you wish to explore the technology, Quantilus can help you navigate the possibilities. Contact us today for a consultation.
