What is Conversational AI?
If you exist in any capacity in the digital world, we’re sure you’ve heard the words ‘Conversational AI’ floating around quite a lot. But what is it? And why have we decided to harness its power within the Customer Service space?
Let’s break it down
Conversational AI, also known as chatbot technology or dialogue systems, refers to the field of artificial intelligence that focuses on creating software programs capable of engaging in natural language conversations with humans. Think ChatGPT or any kind of chatbot that you have ever interacted with. These systems utilise a number of different technologies to reach their primary goal: enabling computers to understand and respond to human language in a way that feels natural and unintuitive; not dissimilar to a conversation you would have with a person.
The ultimate assistant
Conversational AI act as a massive helping hand to you and your business: an exceptionally efficient assistant if you will. This type of technology is not meant to replace your team, but rather compliment them, ease the pressure they feel, and subsequently enhance your Customer Experience.
What’s more? When you implement Conversational AI into your business - gone are the days of worrying about relinquishing your talented team to cut costs. Relying on Conversational AI to fulfil passages of the Customer Service Journey means that your workforce is not only disaster and pandemic-proof, but a whole lot more powerful, this reduces costs and optimises business operations at no expense to your team.
Conversational AI systems use a combination of technologies like natural language processing (NLP), intent recognition, entity recognition, dialog management, response generation, and machine learning to understand and generate human-like responses.
NLP analyses and processes human language, while intent recognition identifies the purpose behind user queries and entity recognition extracts relevant information. Dialog management maintains context and coherence throughout the conversation.
Responses are generated using pre-defined templates or advanced techniques like natural language generation (NLG). Machine learning is employed to train the system using large datasets, and iterative improvements are made based on user feedback. Overall, Conversational AI systems aim to understand user inputs and provide appropriate, context-aware responses in real-time. In other words, Conversational AI is your very efficient side kick!
Elevate your customer service game with Conversational AI and transform your business into a customer delight powerhouse!