In today’s world, we’re communicating on a myriad of different platforms to stay in touch with each other, turning on our phones to access Facebook messenger or opening up our laptops to use Slack. For billions of people around the globe, it’s easy to stay connected.
And now, work is being put in so that computers can understand too. With the increasing shift to digital engagement, computers are able to understand natural language. And do consumers love it? Yes, yes they do.
Take Alexa for example, while not a computer, she understands languages and has taken households by storm, albeit with some privacy concerns, but mostly a success. If employers can now take that power to the workspace, they might like to know that there are countless benefits. From more efficient processes, to increased customer engagement and overall increased return on investment, conversational AI really brings the a-game.
Businesses globally are utilising conversational AI to unlock untapped value in their top and bottom lines. But what have they discovered that some businesses have yet to take advantage of? More importantly, where can it be found?
The most prominent benefit of conversational AI is that with a simple command, it can connect someone’s request to their desired objective. This drastically decreases the number of steps and duration in otherwise laborious, manual processes. Here are some usual demands that users may have and the benefit that conversational AI can bring:
Consider yourself a maintenance worker who travels to different factories to fix machines. More often than not you’re confronted with using a 1000-page manual to ensure you don’t miss any loopholes. But what if you could just type in a question and get an instant answer?
You have received a faulty product from a merchant and you proceed to call a customer helpline. Unfortunately, you get bounced from department to department only to receive an unsatisfactory answer. What if you were able to get an accurate answer in just a minute?
Businesses want to grow and they need to be able to do so with a service that can grow with them. Conversational AI services are available 24/7 in many different languages and have the capacity to handle the increasing number of calls that come with a growing successful business.
It’s the Premier League final and you are a restaurant owner. What if you were able to message special game day promotions to each of your customers? With conversational AI you can tantalise the taste buds of your customers instantaneously; you’ll be getting orders placed in no time at all.
You’ve just installed a new IT system, and while it functions quite well, it requires lots of manoeuvring. Conversational AI enables the end-user to place requests to the system and obtain responses, transferring the onus of execution from human to machine. This benefit can be applied to systems of all sizes, raising the prospect of revitalising outdated processes.
A challenge for anyone implementing a new tool is ensuring it’s done to the correct standard to get maximum value.
There are four steps to consider when taking on conversational AI
Conversational AI can truly transform the way a business operates, across different industries and functions – no organisation is exempt. As the machines handle the most tedious tasks, humans have the opportunity to spend time on work they enjoy and are able to focus on strategy and creativity. But ultimately, the most important benefit of conversational AI is the invaluable customer experience that is delivered to the end-user, through which a business will create life long fans.