We’ve all been there. “Please listen to our entire menu as our options have changed. Say or press one for product information…” Sometimes, these automated customer service experiences are effective and efficient—other times, not so much.

Many organizations are already using chatbots and virtual assistants to help better serve their customers. These intelligent, automated self-service agents can handle frequently asked questions, provide relevant knowledge articles and resources to address customer inquiries, and help customers fill out forms and do other routine procedures. In the case of more complex inquiries, these automated self-service agents can triage those requests to a live human agent.

During times of uncertainty and emergency, customer service operations powered by artificial intelligence (AI) can be invaluable to businesses, helping customer service or human resources call centers keep up with spikes in demand and reduce customer wait times and frustration. According to recent estimates, Gartner predicts that by 2022, 70% of customer interactions will involve emerging technologies such as machine learning applications, chatbots, and mobile messaging. That’s an increase of 15% from 2018.

“In these types of conversational interactions, AI chatbots can extend the reach of an organization’s customer service and maintain a level of reciprocity with their customers,” says Greg Bennett, conversation design principal at Salesforce. “There’s also the opportunity for the business to express its brand, its voice, and its tone through words and language it uses to create a greater degree of intimacy.” Bennett is deeply involved in training AI systems that power conversational chatbots and ensuring they are inclusive and able to understand a broad range of dialects, accents, and other linguistic expressions. 

Not only is the use of AI automation becoming more widespread, it is also proving to be a significant business driver. Gartner anticipates that in 2021, AI augmentation will generate $2.6 trillion in business value. It could also save as many as 6.2 billion hours of labor.

Conversational intelligence defined

According to research conducted by management consultancy Korn Ferry, conversational intelligence is a collaborative effort. And that collaborative effort is reciprocity of two participants to communicate in ways that lead to a shared concept of

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By: Martha Leibs
Title: Building customer relationships with conversational AI
Sourced From: www.technologyreview.com/2021/03/29/1021361/building-customer-relationships-with-conversational-ai/
Published Date: Mon, 29 Mar 2021 16:00:00 +0000

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