Ever since the pandemic wreaked havoc on the entire business landscape, customer and employee experiences (CX and EX) have transformed drastically.
With the advent of various technologies, customers now expect personalized, immersive, and end-to-end brand engagement. Even employees are now considered customers of a digital world— expecting seamless collaboration and tailored engagement, even as interactions become more virtual, mobile, and distributed.
Over the past year, conversational AI has emerged as the new spectrum in both CX and EX. Businesses globally have adopted conversational AI to provide customers and employees exceptional experiences throughout their journeys with the organization.
As per Gartner, the conversational AI market is expected to reach an astounding AUD 22.6 billion by 2024.
This blog takes you through everything you need to know about conversational AI and what’s in it for your business.
Conversational AI is a set of powerful technologies, including artificial intelligence (AI), natural language processing (NLP), dynamic text to speech, intent and entity recognition, and machine learning (ML) that empower computers to understand, process, and respond to human utterances and text inputs naturally.
Conversational AI is used in chatbots, voice bots, and virtual assistants and helps conduct simple, natural, human-like conversations with customers and employees. It allows enterprises to design cost-efficient digital experiences, streamline internal operations, and deliver superior customer engagement.
Bots can operate 24X7 and provide instant solutions to millions of customer and employee requests simultaneously.
Users may experience the technology on various platforms, including social media (WhatsApp, Facebook Messenger), enterprise messaging apps (Microsoft Teams, Slack, Zoom), voice assistants (Alexa, Google Home), websites, and interactive voice response systems (IVR).
Let’s take a look at some of the emerging capabilities of conversational AI businesses should look out for —
Conversational AI has a wide range of use cases for both employees and customers.
In the case of employees, function-specific bots for HR, IT, business intelligence, CRM, and enterprise intranets are making life easier for remote workers by fulfilling the following use cases—
Moreover, chatbots transform customer experiences and ensure meaningful engagement at every stage of the sales funnel as follows—
By harnessing the power of conversational AI in everyday business, organizations can reap the following benefits
|Benefits for customers||Benefits for employees/organization|
To learn more about conversational AI and how businesses can transform the post-pandemic digital CX with conversational AI, please feel free to go through our e-book “Transform the post-pandemic digital CX with conversational AI.”
In this guide, we’ll talk in depth about what is conversational and how it has helped transform customer experience in a post-pandemic world.
Unilever leverages its HR chatbot Una to answer employee queries on various HR topics, including performance appraisal, allowance, and perform certain routine tasks like checking meeting room availability, claiming for healthcare, etc. Una is capable of conversing with employees in 106 countries, using 32 languages.
Leena Nair, CHRO at Unilever, in an interview, said, “Una hub is like a google search leverage scale in transaction answering. UNA handles about 7 million transactions in a year.
By using this technology, we have taken time away from the HR person, in some cases, as high as 1 hour a day, that usually they would spend in resolving queries and given them the time to do things that drive business performance which is doing interventions for teams, getting people focused on the big things to do.
In our recent Univoice survey, 93% of our people felt that they were really well supported during COVID with the equipment and technology that allowed them to be productive.”
POND’s SAL is an exciting real-life example of how conversational AI has transformed the digital customer experience.
SAL leverages technologies such as artificial intelligence and augmented reality to provide an immersive online shopping experience. Customers can say “hi” to SAL on Ponds’ flagship Shopee store.
Users must first upload a selfie, and while the personalized skin analysis takes place, SAL sends beauty tips to keep them engaged.
Post determining the customer’s skin type, SAL offers personalized product recommendations from POND’s across four significant areas – pimples, wrinkles, spots, and uneven skin tone.
95% of users who completed the SAL experience on Shopee have stated a positive experience with the bot.
At Acuvate, we help clients deploy customer and employee-facing chatbots that deliver fast, meaningful, and personalized interactions with our enterprise bot-building platform called BotCore.
As a Microsoft Gold Partner, we use the best of Microsoft’s AI, machine learning (ML), and natural language processing (NLP) technologies to build our bots.
BotCore hosts the following list of advanced capabilities —
Moreover, we help clients build and implement AI chatbots using Microsoft’s low-code bot-building solution called Power Virtual Agents (PVA).
To know more about BotCore and PVA, feel free to schedule a personalized consultation with our experts.