Conversational AI is a capability to deploy AI supported conversations across all your channels.
If you build for scale, you will be able to drive both quality customer experience and value creation with Conversational AI
Conversational AI (CAI) is a capability that can understand the intention of customers – across all channels.
How CAI adds value
Across all channels
Channel conversion
This enables CAI to support self-service and automate low-value conversations. CAI introduces fully automated channels such as voicebots and chatbots, thereby increasing availability while decreasing costs.
More than just “a chatbot”
CAI capabilities can provide support across multiple channels but are often limited to just meaning “a chatbot”. The key is to leverage your underlying language models across channels to optimise value. A chatbot is just one manifestation of the underlying capability.
Efficient resource utilisation
Deploy your best resources – your advisors and agents – in high-value conversations. Integrated channel handover ensures that you do not leave sales or sensitive interactions to automated dialogues. Use CAI internally to support onboarding and reduce internal time spent on searching for information or asking a colleague for help.
Impact
Enabling CAI brings 3 main benefits in terms of quality and cost out.
Availability
Unlike human agents, virtual agents work 24/7. This means that customers will experience the “always-on” service they expect from native online services.
Cost reduction
Convert from more expensive channels to CAI self-service interactions, maintain the ability to transfer high-value conversations to human agents and reduce time spent on repetitive enquiries.
Insights
All conversations are data. Analyse trending topics, knowledge gaps and much more. CAI enables the utilisation of data to gain insights and encourage proactive improvements.
Excellence
Internal use of CAI adds even more value to your business case – customer agents get a fast, dynamic tool as their first stop for questions.
Onboarding
Internal bots provide excellent support for new hires. A bot is always ready to help, even if you have already asked the same question over and over. Improve and accelerate the onboarding process.
Quality
An internal bot only provides approved answers and always the same answer, thereby ensuring consistency and high quality and avoiding different answers depending on which colleague you ask for help.
Time-saving
No more tedious searches for simple requests in knowledge bases. A bot is fast and open to input in natural language. You do not have to put customers on hold to ask the agent next to you – ask the bot instead.
Example
Generative chatbots as internal knowledge bases
Many companies have extensive internal knowledge databases stored in systems like SharePoint or even email servers. But getting an overview can be incredibly difficult, especially for new employees, resulting in long, frustrating and complex onboarding processes.
Using these knowledge bases, it is possible to augment a generative AI chatbot with a company-specific context without retraining. By leveraging common search technologies and advanced prompt engineering, we are able to infuse a company context at query time during conversations with users.
Using the system, users can ask open-ended natural language questions. The system is then able to ask the knowledge database and instantly contextualise the answer within the company-specific environment.
This will provide a significantly improved onboarding experience, dramatically increasing employee productivity as well as time-to-productivity for new employees.
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