Have you ever wondered if it’s possible to implement some type of artificial intelligence (AI) in your business that would actually help you become more efficient and profitable? AI isn’t perfect, but it has come a long way, and if you’re not using conversational AI in your business, you’re missing out.
What is conversational AI?
In a nutshell, conversational AI is the technology businesses are leveraging to improve customer and internal employee support through chatbots. It understands a user’s input and provides human-like responses with information and links relevant to the context of the query.
Conversational AI uses natural language processing (NLP), machine learning (ML), and large language models (LLMs) to generate its responses and learn how to improve itself. It’s mainly being used to power chatbots, but not the kind you might have in mind.
If you were using the internet in the 1990s or even the 2000s, you were probably filled with dread every time you had to ask a chatbot for help. The chatbots of the past were terrible at learning from interactions in order to improve the quality of responses. They were only useful if all you needed was the company’s phone number, address, or the answer to a simple question.
Today’s chatbots are far more advanced and provide a key solution in the quest for delivering the ultimate customer service experience. Conversational AI is leading this revolution.
Here are the best reasons to implement conversational AI in your business right away.
- Businesses in your industry are using it
In many industries, businesses are already using conversational AI chatbots. If you want to stay competitive, you’ll need to adopt this technology, too.
Here’s a small taste of who’s already using it.
- Online retail. Ecommerce stores use it to personalize the shopping experience and help customers find items faster.
- General businesses. Many businesses across varying industries use it to enhance customer support and help users find content faster.
- Legal. Attorneys use it for fast research.
- Government. Government workers use it to triage patients quickly and reduce the burden on local medical centers. Healthcare workers also use it to triage patients to support GPs.
- Education. Educational institutions use it to create personalized lessons and provide fast answers to students.
No matter what type of business you run, there is always room for conversational AI to improve your results.
- Already have a FAQ section? You have a head start
If you already have a substantial frequently asked questions (FAQ) section on your website, you have a head start with conversational AI. When you implement an AI chatbot on your website, you’ll need a large collection of content that can serve as the basis for linked recommendations. FAQ sections make perfect content for this purpose.
For example, when a user asks how to troubleshoot a specific issue, you can program your chatbot to respond with specific links that address that issue. This is in addition to the conversational, human-like text responses it will provide.
Having an existing FAQ section means much of the work is already done, so you may as well start using an AI chatbot and bring your support services up a notch.
- Conversational AI is superior to past chatbots
It was briefly mentioned before, but conversational AI is not the type of chatbot you’ve interacted with in the past. Chatbots have an interesting history, beginning in 1994. Most bots from the past were made for entertainment purposes, and it wasn’t until the internet started becoming a commercial platform that their full potential was recognized. Still, early chatbots that attempted to assist customers failed miserably. Conversational AI changes everything.
Conversational AI understands the context of a query by using NLP and other various algorithms. Every interaction helps the bot learn what is an appropriate response, and it alters its responses accordingly.
Since the responses seem like they could have been written by a human, users feel more at ease and taken care of even though they know they’re interacting with a bot. On the plus side, people now prefer self-help resources over contacting a life person for support. That’s why a chatbot powered by conversational AI is the perfect solution to improving customer support. It’s fast, fairly accurate, and eliminates the need for a live agent.
When will you implement conversational AI in your business?
Hopefully, now you see why so many businesses are using AI-powered chatbots. They can increase your overall efficiency and customer satisfaction.
Your ability to effectively use conversational AI is only limited by the amount of work you’re willing to put into setting up your chatbot. If you haven’t already, it’s time to implement this helpful technology in your business.