Conversational AI and automation allow humans to talk with robots in the same way that the robots communicate with each other. Enhancements with natural language processing, enhanced dialogue management, automatic speech recognition, and machine learning have created more effective ways that people can communicate with technology. This post will go over how conversational AI affects customer engagement.

AI in Customer Engagement

Artificial intelligence can improve a business’s customer engagement, resulting in higher numbers of loyal customers through improved customer retention. This does not mean that human workers will be replaced. Instead, it can help human workers be more efficient and have them spend less time answering FAQs and other low-level support questions.

By combining AI with technologies like natural language understanding and machine learning, AI can help break down some of the communication barriers with customers by automating consumer interactions. Two common practices that businesses use are conversational chatbots and product suggestions that are based on a customer’s data. Though these two methods are common, conversational AI can be used for a bunch of different areas inside of a business.

New Customer Engagement Rules

Customer expectations are rising for businesses. Interactions need to be relevant, real, and timely depending on what they need.

Businesses need to be ready to give their customers assistance when they need it. Customers help with growth, and if their interactions are up to their standards, they can influence the success of your business. However, satisfied customers can spread the word, bringing your business more value and higher retention rates.

When you understand and satisfy your customers, this leads to positive customer experiences. Some of the most common customer needs are:

  • Functionality: Your product/service should solve the problem that the customer has.
  • Price: Budgets can vary between customers.
  • Convenience: Your product/service should be practical for what your customers need it for.
  • Experience: When a customer uses your product/service, it should be simple or obvious to use.
  • Service with a smile: Customers should be treated with compassion and empathy while being assisted.
  • Fairness: A business should’ve fair to a customer with their pricing, services, contracts, etc.
  • Transparency: Businesses should be transparent to customers about payment, broken products, service outages, etc.

conversational ai and customer engagement

How AI is Changing Customer Engagement

When a customer engages in your business, they expect your services to be individualized and proactive before they even begin their engagement. Frequent consumer issues can be detected through AI applications like predictive analytics and ML. These applications can even give your business insight into what’s causing issues for customers. This information can then be used to create AI chatbots for specific customer touchpoints that can help your business be proactive and improve customer experiences.

Customers expect services that are proactive and individualized, and ML and predictive analytics are two AI applications that can detect frequent consumer issues and even provide insight into what’s generating problems for users. Leveraging information to create AI chatbots at key client touchpoints can help your company personalize real-time customer experiences while being proactive.

Published On: July 5th, 2022 / Categories: Human Workers, Automation, Optimization /

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