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How Conversational Assistant Help in Transforming Customer Engagement?

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How Conversational Assistant Help in Transforming Customer Engagement?

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  1. How Conversational Assistant Help in Transforming Customer Engagement? Today several companies are good at communicating with their customers. However, only a few have grasped the art of making a conversation. Customer engagement is just a business-term for having a conversation. How do companies chat with their customers and where does it lead? Just like conversing with a friend, speaking with a company should be meaningful, responsive, and intuitive. To drive efficiencies, companies are relying on automated channels, but often they are impersonal environments that do not establish a connection with customers. Today we are on the brink of a new age of customer experience. The influence of latest developments like digital mobility, cloud computing, and AI are coming together to build intelligent experience economy. In such circumstances, companies will have to start conversing with customers instead of communicating. Customers are Looking for Intelligent Conversations Customers today want intelligent understanding or personalization. A survey conducted recently found that more than 70% of people wished their voice assistant understood the context, with about 40% leaving the application when it failed to do it. Multiple conversational applications are not capable of understanding what a customer means if they do not use appropriate jargon.

  2. How Conversational AI can Transform Customer Experience Conversational AI can transform customer experience in the following ways: Social Listening: Companies will be able to listen to customers through conversational AI. It can be used to improve customer surveys and seek better feedback from them. Today chatbots can ask smart and targeted questions, with appropriate follow-up queries to persuade consumers into giving greater contextual answers. Automated life assistance: Businesses are already using Enterprise Virtual Assistant to make customers’ lives easier. For instance, banks let customers use voice assistants to schedule bill- pay and transfers. Consumers benefit from the intuitiveness and convenience of using voice assistants. Voice assistants improve their understanding of the language over time that will incentivize people to use voice assistants. Cut friction in the buyer’s journey: Chatbots allow customers to ask questions in a manner that they would normally ask a sales rep. The chatbots upsell customers, make individualized offers and gather their contact information for the purpose of marketing. Constant availability: Conversational AI approaches to make it possible for customers to get answers to questions 24/7. Consumers are always in a hurry and expect immediate assistance. Conversational AI reduces friction in that particular area of customer experience. Personalization: Conversational AI offers personalized communication for sales and customer support purposes. Personalization can be applied in other areas as well. For instance, chatbots will send tailored communication based on purchase history, marketing communications will be hyper-targeted, and more. Adding Conversational AI to a Contact Centre Conversational AI systems with voice and speech recognition are intelligent enough to reduce the friction often found in customer service experiences. Several studies show that a few customers opt for AI-powered self-service. If used properly, conversational AI leads to better customer experiences and employees spend less time handling monotonous customer service tasks. In contact centers, conversational AI can achieve the following: ●Let your employees finish more important tasks by automating monotonous and repetitive jobs. ●Customers will be kept engaged as they will have plenty of trustworthy ways to get in touch with your brand and provide answers to questions they may have about your service or product. ●Gather valuable data about customers from conversations that businesses can use to change and enhance their service and sales strategies. ●Gather leads that may come to the website by answering their queries and redirecting them along the sales funnel.

  3. Conversational AI will enhance convenience in the buyer’s journey that will substantially reduce friction. Moreover, it will also automate several business tasks such as customer support that need money, people, and time. The technology may take some time to advance before the above predictions take effect, but sooner or later, AI will make major waves for consumers and businesses.

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