Conversational AI is changing the way people interact with technology.
From speech enabled interfaces, through to intelligent virtual assistants and chatbots, it’s becoming increasingly apparent that customers are looking for a more humanlike, natural experience.
An experience where technology understand them, not the other way around.
To achieve this, enterprises need to ensure that application interfaces are truly conversational. At the same time, they need to be capable of adding value to the customer’s life. It’s no longer enough to rely on price or brand. Speed, convenience and an effortless experience are now the winning team.
But creating this type of experience requires more than just simple slot-filling chatbot technology, where users are expected to speak or text in formulaic, rigidly structured commands. Customers want to converse using their own words, phrases and terminology. What’s more, they expect an intelligent response.
From answering a simple billing query or booking a reservation, to delivering advice on complex topics or resetting a home automation task, an intelligent conversational interface lets your customer ask for exactly what they want to know.
Chatbots: The Definitive Guide (2020)
Not all conversational platforms are equal. There are vast differences between serving the needs of point solutions for small businesses and meeting the demands of global enterprises navigating digital transformation.
The conversational AI technology chosen today will dictate how fast enterprises can react in the future.
Delivering conversational AI applications that evolve as the business grows requires a platform that is scalable, multi-lingual and device independent. One that can seamlessly integrate with back end systems and third-party applications. But equally important, one that is easy to use.
Data is also a key consideration, since this is where enterprises derive the most benefit from their conversational systems. Without ownership of the data generated, the tools to mine it or the capabilities to meet data privacy regulations, there is little point in organizations developing conversational applications.
Building on a platform allows for enterprises to easily take the time, resources and data already invested in one project and reuse it in another. New applications are built faster, delivering benefits to customers before your competitors, while giving you even more data on which to increase your lead.
In the past, creating conversational AI applications has required specialist skills, significant resources and a great deal of time.