Importance of Conversational AI Platform that Elevates CX and Builds Customer Loyalty

1. Importance of Conversational AI Platform that Elevates CX and Builds Customer Loyalty An elevated customer experience (CX) is the primary concern for enterprises across industries. While getting on- board new customers is essential, customer retention has greater significance. Today companies are incorporating innovative tools to offer a seamless experience and service to customers. The growing use of AI or AI-powered chatbots together with conversational automation platform is transforming customer service by delivering 24/7 customer support and increasing customer engagement. Conversational AI and virtual assistants today have emerged as the guiding force behind an industry estimated to reach a value of close to $11 billion in less than five years. Advances in Natural Language Processing (NLP) have led to the formation of highly advanced engines that can raise the quality of conversations between companies and customers, leading to better customer experiences, and more capable employees. Concerns Surrounding Broken IVR Systems and Poorly Equipped Agents Interactive Voice Response (IVR) systems are meant to facilitate customers to get the information they require without having to wait in a queue to chat with an agent. However, for most consumers, IVRs ruin the whole experience. Through a conversational service automation solution, firms are improving customer satisfaction by automating communications to deliver responses to everyday questions. This is often in the form of SMS messages or interactive voice messaging (IVM). A poorly-equipped or a highly stressed agent is another concern commonly faced by customers. A way firms could resolve this issue is by approaching customer service from an omnichannel perspective like providing customers with additional communication channels for support. They could also blend the capabilities of humans, AI, digital agents and automation to better understand conversations and customer voices in real-time. Why a Conversational AI Platform is Essential for Customer Engagement By offering businesses a better customer overview, and bringing a new method of daily communication, conversational AI platforms are on the first line of the struggle to build customer loyalty. Engaged customers drive loyalty that leads to healthier revenue. A 2% increase in customer retention can have a similar impact on the bottom line as cutting operational costs by 10%. Conversational AI enhances customer engagement by letting customers ask for what exactly they need using their own words. What is more, with Natural Language Processing, it is not just a one-way chat as the AI can up-sell new products, make recommendations, and book appointments. Benefits of Conversational AI With a conversational AI platform, you will enjoy the following key benefits:

2. • Can be easily scaled: Conversational AI not only offers an exceptional customer engagement solution but also gives a future-proof approach that can easily be scaled with the business. As a firm evolves, new bots and solutions can be added to the network because of the flexibility offered by the cloud contact centre. Companies also enjoy the freedom to experiment with disruptive artificial intelligence-based technology such as predictive analysis and sentiment analysis as they develop. Meet customers where they are: Today customers are utilizing messaging systems and conversational artificial intelligence platforms in their daily routine. People among the younger age groups are fond of messaging in comparison to other communication channels. With conversational solutions, companies can easily connect with their customers through their preferred mode of communication. At present, 30% of customers expect the choice to use live chat while visiting a business website. Trustworthy round the clock support: Whenever customers seek assistance for any problem, they want it addressed immediately. One of the key benefits of a conversational AI platform is its prompt response rate. The faster customers concerns are addressed, the happier they will be with the service. • • Uniphore’s conversational AI solution reduces response times to questions posed by customers. These questions often come in from several channels such as email, social media, website chat, third-party aggregators, review sites, phone calls, etc. Handling all these tasks may seem extraordinary for humans but fortunately not for machines. In any competitive business ecosystem, addressing customers concerns and resolving their pain points is the only way for firms to build loyalty and retain customers. The growth of artificial intelligence in customer service has allowed businesses to collect and evaluate customer feedback for more profound and actionable insights.