Conversational Artificial Intelligence

1 min read

Conversational AI Software leverages artificial intelligence to enable computers to understand and naturally hold meaningful conversations with people using either written or spoken the language. This technology offers a direct line for customers to sort out common problems, address basic concerns, and reach their goals.

Conversational AI can transform the customer-facing operations of an organization by providing numerous methods of communication for customers while enabling stronger customer interactions. Conversational AI solutions have the ability to simultaneously carry out highly personalized interactions with great numbers of customers.

Conversational AI Software
Conversational AI Software

Nowadays, chat-based and speech-based platforms have become popular mediums for interactive conversations. Messaging platforms like WhatsApp and WeChat are increasingly used by consumers instead of email, voice calls, and face-to-face communications. Social and corporate events are also being increasingly organized via messaging platforms. Communicating on chat platforms is seen as easier, less intrusive, and quicker than other communication channels. Consumers are also increasingly communicating with businesses through text-based chat platforms. As voice platforms advance, they are projected to become the preferred channel for communication between customers and businesses.

Organizations can use conversational AI to automate interactions on customer-facing touch points such as social media platforms, websites, mobile apps, and even voice assistants. Sophisticated AI-enabled chatbots and voice assistants can answer a range of questions within a specific domain, across users and platforms. These solutions also enable companies to use stored information from previous conversations to provide natural, personalized and indulging user experiences.

Conversational AI helps businesses to employ human personnel in more productive customer-facing operations, leaving AI to complete tasks such as marketing, sales, customer on boarding, product support, and delivering insights or reports. With conversational AI comes new customers, new revenue, minimized cost of customer on boarding, higher levels of customer engagement, reduced churn, and increased customer lifetime value (LTV).

The high and varied volume of communication styles—in the form of languages, dialects, accents, sarcasm, emoji, and slang—can lead to communication gaps between human and machine. To overcome this, conversational AI solutions are often updated automatically with new patterns of human communication.

Conversational AI applications have the capacity to account for sensitive personal information, allowing them to ensure user privacy is upheld and all personal details are kept confidential.

Despite its numerous benefits, there are still a few challenges that need to overcome in terms of ease of use and transparency. Educating customers about the technology can help create better experiences.

Once a conversational AI application receives input from a human, it proceeds to decode the received input by using Natural Language Understanding (NLU) with an aim to ‘understand’ the intent behind the text. The application then forms a response based on its understanding of the text’s intent by using Dialog Management, which organizes the response and converts it into a human-understandable format using Natural Language Generation (NLG). The application then either delivers the response in text form or uses speech synthesis or text-to-speech to present the response. Finally, the machine learning or reinforced learning component responsible for learning and improvement accepts feedback and ‘learns’ from experience in order to provide better responses in future interactions.

Leave a Reply

Your email address will not be published. Required fields are marked *