Listening to your customer and understanding their wants or needs is one of the foundations of providing a great customer experience. Sometimes, this can be difficult particularly when there are large volumes of enquiries through any of your communication channels.
Conversational AI brings together the latest advancements deep learning and natural language processing to understand and assist your customer with common issues or queries. It can help you rapidly scale your communication channels by freeing up your customer success team to focus on complex issues. These channels include:
Conversational AI powers chatbots and digital humans to assist your customers on your website or social media channels. When it's not something the AI can answer directly, it can help triage the issue to the most appropriate team, reducing the time it takes your customer to get the answer or assistance they want.
Conversational AI can also empower call centres by understanding your customers query over the phone, and either providing an immediate answer or connecting them with the right department straight away.
It can also be leveraged to to empower call centre agents to resolve issues quickly and more effectively by surfacing relevant knowledge base articles in real-time while they're speaking with the customer.