Introduction to Conversational AI
Updated
What is Conversational AI
Conversational AI is a branch of artificial intelligence (AI) that focuses on the development of computer programs capable of interacting with humans using natural language. These programs are commonly referred to as chatbots, virtual assistants, or conversational agents. They are designed to simulate human conversation and can respond to user queries, perform actions, and even engage in complex conversations.The underlying technology that powers conversational AI is natural language processing (NLP). It enables computers to interpret and understand human language. Conversational AI systems use machine learning algorithms to analyze and learn from the vast amounts of data they process. These algorithms use statistical models to identify patterns in human language and predict the most likely response to a given query.
Our Conversational AI
Sprinklr’s Conversational AI is an automated, AI-powered virtual assistant that can engage with customers. It deciphers the intention of your customer's query, and after identifying the reason they are reaching out, it takes suitable actions as configured by the brand. It also understands the underlying sentiment of your customer and replies appropriately depending on whether it is positive, negative, or neutral.
Conversational AI can be used to automate routine tasks such as checking an account balance or tracking an order. It can troubleshoot your customers' questions or provide answers to FAQs on your support or sales website, or it can be used to triage your customer messages and issues to increase agent productivity while enhancing the customer experience.
Unlike other products, Sprinklr’s Conversational AI is omnichannel and supported in multiple languages. You can build the application once and deploy it across multiple channels, such as Live Chat on the web, Facebook Messenger, WhatsApp, Twitter, or SMS, Microsoft Teams to name a few.
The bots are powered by natural language processing and AI that leverages advanced machine learning to detect the underlying intent of the customer from large variations of input. Sprinklr boasts a vast amount of varied and industry-specific historical data, which makes our proprietary NLP and AI technology smarter and one of the best in the world.
Often, building such applications is a daunting task; however, Sprinkr’s Conversational AI comes with a simplified UI, making it easy to build and maintain.
Use cases of Conversational AI & Bots
Conversational AI has a wide range of applications, and it is already being used in several industries. One of the most prominent applications of conversational AI is customer service. Chatbots are being used to provide instant assistance to customers and help them resolve their queries quickly. This has led to improved customer satisfaction and reduced costs for businesses.
Some Important use cases are as follows:
Employee Self Service
Conversational AI provides your employees with self-service options and cuts down on their dependency on IT and help desk staff. This improves employee satisfaction (ESAT) and decision-making.
Enhanced Customer Service and Support
Bots can act as the first line of interaction with the user, and based upon identifying the intent and entity of the user’s query, the chat could be forwarded to an agent who is an expert on the subject. This will provide quick and relevant customer support to customers.
Improved User Engagement
Chatbots are available 24/7 to give personalized responses to queries coming from customers on a daily basis, thus improving user engagement. For example, bots can address customers by their first name and recommend products and services based on their previous behavior and conversation history.
Streamlined Social Media Activity
Chatbots increase user engagement on social media channels like Facebook and Instagram. The bots can communicate with consumers through live chat platforms such as Facebook Messenger and solve common problems.
