What Is Conversational Ai

These benefits often take the form of insight about the customer that a business can use to inform other processes. This method streamlines communications between customers and human agents and allows businesses to better anticipate, meet and understand customer needs. Businesses utilize conversational AI in a variety of communication channels, including email, voice, chat, social media, and messaging. Moreover, a contact center can scale their conversational AI strategy to adjust to emerging trends and how their customers respond to virtual assistants in use. In a nutshell, conversational AI saves you money, reduces agent resources required to manage conversations and makes your customer engagement more efficient and a better customer experience. Conversational AI and chatbots can enhance the communication channels that customers use most like messaging. When talking about Conversational AI in everyday use, you would be familiar with chatbots and voice or virtual assistants. The interfaces are becoming so common and so powerful that deciding not to implement some element of automated customer communication will put businesses is a real disadvantage.

what is conversational ai

You might think of online chatbots and voice assistants used for customer support services and omnichannel deployment. Most conversational AI apps contain extensive analytics built into the back-end program that helps their users to ensure human-like conversational experiences. Firstly, text-based channels are generally easier to implement, and it is easier for bots to understand what a customer wants and parse through data to find a solution. Voicebots specifically require added speech recognition capabilities to understand and discern the intent of customer requests in order to reply accurately. While doing so, voicebots still need to access customer information like chatbots do to build a customer profile and deliver personalized responses. Conversational artificial intelligence is intelligent software that is designed to understand, process and respond to human voice input. Conversational AI “bots” engage quickly with prospects, provide superior customer service and amplify your digital brand on social media, websites, mobile devices and a growing range of smart devices. Scripted chatbots have multiple disadvantages compared to conversational AI. First and foremost, these bots cannot provide the correct response if a customer uses a phrase or synonym that differs even slightly from what has been pre-programmed. Companies that implement scripted chatbots or virtual assistants need to do the tedious work of thinking up every possible variation of a customer’s question and match the scripted response to it.

Deliver Richer Customer Experiences With Help From The Experts

A chatbot or virtual assistant is a form of a robot that understands human language and can respond to it, using either voice or text. This is an important distinction as not every bot is a chatbot (e.g. RPA bots, malware bots, etc.). Chatbots can be extremely basic Q&A type bots that are programmed to respond to preset queries. Natural language processing technology is at the heart of a chatbot, enabling it to understand user requests and respond accordingly . To address these concerns, Inbenta created a customer service chatbot called Gal on its website. Gal uses Inbenta’s Symbolic AI platform to offer GOL customers support 24/7. Today, GAL handles approximately a third of the whole enquiries received by GOL and has an impressive retention rate of 85%. Customer satisfaction has increased, and Gal keeps on learning and improving every day, freeing time for agents to focus on more complex queries. By leveraging the features of Natural Language Processing technology, these solutions can understand the true intentions behind customer’s questions and instantly retrieve the right answer from a knowledge base.

Staffing a customer service department can be quite costly, especially as you seek to answer questions outside regular office hours. Providing customer assistance via conversational interfaces can reduce business costs around salaries and training, especially for small- or medium-sized companies. Chatbots and virtual assistants can respond instantly, providing 24-hour availability to potential customers. One of the main reasons businesses implement a conversational AI strategy is to elevate customer service and the customer experience .

What To Expect From Conversational Artificial Intelligence In The Future?

Conversational AI combines natural language processing with machine learning. These NLP processes flow into a constant feedback loop with machine learning processes to continuously improve the AI algorithms. Conversational AI has principle components that allow it to process, understand, and generate response in a natural way. On the other hand, conversational AI uses natural language processing Semantic Analysis In NLP and machine learning to understand the context and intent of a question before formulating a response. More and more companies are adopting AI-powered customer service solutions to meet customer needs and reduce operational costs. Of these AI-powered solutions, chatbots and intelligent virtual assistants top the list and their adoption is expected to double in the next 2-5 years.


HR staff are one of the main beneficiaries of chatbots and automated services. These services are especially useful as they can help employees swiftly find information from different sources whenever they need it. This can be anything from internal communication updates, FAQs, DPR and Compliance, internal policies, Health and Welfare information or Benefits. Additionally, self-service also caters to new customer demands for greater autonomy and faster service delivery. Proactive chatbots are another approach to using chatbots and conversational AI. Instead of waiting for a user to engage with them, proactive chatbots initiate conversations to encourage the user to carry out a certain action based on a series of behaviors. A knowledge base is a database containing all the information the user can be asking for. In particular, it gathers the questions/answers and media that are offered as answered to the end-users. This can be quite time-consuming, as there are many ways of asking or formulating a question.

The Power Of Conversational Ai

Automated e-commerce search can be an invaluable business tool that can drive sales and conversion and deliver a positive user experience. Internal customer service teams can also benefit from self-service as they can use intelligent FAQs, knowledge bases and conversational chatbots to assist them in finding the answers to customer requests. Human agents can have access to predefined responses or to an entire dissatisfaction management procedure. The answers provided are also different from conventional FAQs in that they are not long, general, and imprecise. The use of advanced chatbots can deliver personalized responses and offer links to other related content and topics to ensure that the customer is fully satisfied with the query being made. This increases self-service rates, boosts customer experience, and reduces inbound customer support tickets.

This branch of AI uses natural language processing to parse the request and natural language understanding to understand the intent of a request. Conversational AI is the branch of artificial intelligence that supports human-to-computer and computer-to-human spoken and text interactions. Conversational AI plays an important role in the development of chatbots and interactive voice response systems. Users can be apprehensive about sharing personal or sensitive information, especially when they realize that they are conversing with a machine instead of a human. Since all of your customers will not be early adopters, it will be important to educate and socialize your target audiences around the benefits and safety of these technologies to create better customer experiences. This can lead to bad user experience and reduced performance of the AI and negate the positive effects.


In an ideal world, every one of your customers would get a thorough customer service experience. But the reality is that some customers are going to come to you with inquiries far simpler than others. A chatbot or virtual assistant is a great way to ensure everyone’s needs are attended to without overextending yourself and your team. With any new tool or practice that you introduce into your business, you need specific KPIs that will assess its effectiveness. In the case of conversational AI, your KPIs might be first response time, average resolution time, chat to conversion rate, customer satisfaction score, and others. Once you gain more experience and data, you can always go back and retrain your assistant.

There are a couple of core elements that are needed for conversational AI or AI-powered chatbots to function successfully- natural language processing and sentiment analysis. Customer support division can be expensive, particularly if you respond to customer queries 24×7 and in multiple languages. Conversational AI can help companies save on operational costs by automating repetitive and mundane tasks that don’t require human involvement. With CAI, companies do not have to add extra agents to handle scale, it reduces human errors and is available 24×7 at no extra cost. The most successful businesses are ahead of the curve with regard to what is conversational ai adopting and implementing AI technology in their contact and call centers. To stay competitive, more and more customer service teams are using AI chatbots such as Zendesk’s Answer Bot to improve CX. Consider how conversational AI technology could help your business—and don’t get stuck behind the curve. What customer service leaders may not understand, however, is which of the two technologies could have the most impact on their buyers and their bottom line. Learn the difference between chatbot and conversational AI functionality so you can determine which one will best optimize your internal processes and your customer experience .

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