Conversational AI

What does conversational AI mean? 

Conversational AI refers to the use of artificial intelligence technologies to enable natural, human-like interactions between customers and computer systems. When used for customer service, the technology aims to improve customer service efficiency, personalize customer interactions and provide support across multiple channels. Conversational AI is founded on AI-oriented technologies, namely: 

• Natural language processing (NLP): Enables machines to comprehend human language 
• Machine learning (ML): Allows machines to learn from gathered data and improve over time 
• Natural language understanding (NLU): Focusses on understanding the intent behind dialogs 
• Natural language generation (NLG): Generates human-like text or speech responses based on analysis of human inputs 

Applications of conversational AI in customer service 

Leveraging conversational AI for customers service means an investment in tools including but not limited to: 

1. Chatbots: Automated chatting applications that engage with customers on websites, apps and platforms like WhatsApp. Chatbots enables customers to self-seek resolutions, without calling or emailing customer service. 
2. Virtual agents: More advanced than chatbots, these can handle more complex interactions and provide a wider range of services like appointment booking and processing orders. 
3. Voice assistants: Like virtual assistants but use voice-recognition technology to interact with customers for a more natural experience. 
4. Conversational IVR: Enables callers to seek quick support by presenting them with a set of predefined menu options and routing them to the right team/agent based on the caller’s input analysis.