Conversational AI also known as Artificial Intelligence is a mix of tech disciplines that enable the interaction between computers and humans. This technology simulates the human voice and chatting methods in order to automate and develop interactive communication.
Conversational AI is widely applied by businesses to personalize customer’s experience and demand, while simultaneously scaling it up to bring down the cost of operation.
There is a number of examples that have successfully applied conversational AI, whether it comes to work, fun, or pure entertainment. Today, two out of your three favorite websites have developed the simple chatbot to reply and answer to your needs and concerns.
Another wide use of conversational AI can be recognized among voice assistant devices like Google Home and Alexa from Amazon. In addition to this, mobile devices are tweaking conversational AI technology in order to respond to physically challenged people or language barriers.
As a result, most mobile manufacturers have incorporated conversational AI like SIRI from Apple to make direct messaging, calls, and in-between app commands without the need for direct typing.
For example, if you ask your virtual assistant to provide you with a list of the most played mystery-themed online games, it would probably give you a quick preview of the well-known Reel Time Gaming slot – Eye of Horus. This opportunity engaged digital marketers and SEO to think more about voice search optimization processes. Conversational AI, of course, does not replace the human touch to things, but it certainly makes the experience easier, giving space to work on other tasks.
There are many reasons why businesses like to incorporate this technology into their operations.
The goal has always been to engage customers at a personal level, mostly at frequently asked questions that might seem exhausting for human resources. On the other hand, there are users who prefer to ditch customer service for messaging, and according to one market research, four out of ten customers would give up phone calls to text messaging.
A chatbot that understands customer’s needs is entirely more effective than having people to respond to repetitive queries. With the language dynamics and evolvement over time, these technologies call for a regular upgrade to catch up with word contractions, tone and market trends that humans use in their communication.
Industry usage and case studies
The list of where AI can be applied is endless, putting in the spotlight the fact that more and more companies have used similar models. These are the industries that exploit AI practices in good use:
The finance sector has a good relationship with AI, whereby customers can call or open a chat in order to review their credit balances. Chatbots are integrated with phones and online services to serve customers and complete simple requests, while also route them to a finance or bank agent if the issue is not resolved.
Hospitality and tourism
Lots of hotels and luxury apartments have developed personal websites to promote their services online. Conversational AI allows interested parties to make bookings, confirmations and also ask questions in terms of accessibility, required necessities and important info about the location.
This is done without the need for customer service and assistance, hence reducing the cost of hiring one. Moreover, customers can make payments over the phone after using the chatbot to make bookings, which is similar to a personal virtual assistant.
The use in this sector has greatly benefited from platforms for appointment scheduling where reminders are set by phone. Patients can also set up a prescription schedule using an automated assistance system.
If someone has a complex medical treatment where you need to receive different medicine during one timeframe, you no longer have to worry about setting hundreds of alarms, forgetting the purpose of it. Doctors and specialists have also made use of the technology by using conversational AI to collect the patient’s symptoms.
The future of AI
Due to the high adoption rate of this technology, customer perception has tremendously changed for the better. As a result of this, a lot of companies decide to adopt AI for different reasons. Some debate that conversational AI will be the next iteration of human-machine interaction that will get rid of the mouse and keyboard.
According to one of IBM’s engineers, the biggest change will come after figuring out the best intuitive way for humans and machines to interact, despite the benefits that current AI systems have. With all of this, the future remains promising, where most businesses will be disrupted and simultaneously grow their presence.