Shabnam Katoch • 03 Apr 2024
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Conversational artificial intelligence is rapidly becoming a crucial part of many businesses today. It helps you automate your customer communication with its robust natural language processing and machine learning capabilities. It can interact with your customers by automatically understanding their intent and providing accurate responses to their queries.
Although the adoption of conversational AI is still in its infancy stages, it is expected to grow in the coming years. The global conversational market is expected to grow to $14 billion) by 2025.
In this post, we will learn more about conversational AI, how it works, and the benefits it offers. We will also explore some examples of conversational AI and suggest a few conversational AI tools you can consider investing in this year.
Conversational artificial intelligence or conversational AI is an AI technology that enables software to understand, interpret, and respond to text-based or voice-based human conversations. It uses natural language processing (NLP) and machine learning (ML) algorithms to build large language models to process and understand human language and mimic human interactions.
Due to its ability to facilitate interactive conversations, conversational AI is leveraged by brands to deliver exceptional experiences to customers via various channels like websites, mobile apps, messaging apps, and others.
Natural Language Processing | Machine Learning | |
Conversational AI | ||
Computer Vision | Speech Recognition |
As we said earlier, conversational AI uses advanced technologies like NLP and ML to understand human inputs. These technologies are the most important components of conversational AI, in addition to a few more.
Conversational AI interacts with humans following the below-mentioned steps.
The conversational AI tool receives input from humans in a written text format or spoken words. It recognizes the input and converts it into machine-readable format.
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As the conversational AI industry continues to evolve, a number of conversational AI tools are introduced in the market. Chatbot is the best example of conversational AI. Other include virtual agents, virtual personal assistants, voice-activated bots, FAQ bots, and so on.
Although conversational AI and chatbots may appear to be quite similar, there are significant differences between the two.
Traditional chatbots rely on pre-defined rules or workflows and fixed responses to share responses to customer queries. On the other hand, conversational AI leverages advanced algorithms to understand the customer's intent behind the query before providing them with relevant answers.
Chatbots are often utilized for carrying out basic tasks like sharing shipping information, providing answers to commonly asked questions, and so on. While conversational AI is most suitable for handling complex customer queries related to sales and support.
Chatbots are often rule-based which usually restricts their functionality and cannot be leveraged for anything other than predefined tasks. Conversational AI can handle any type of use case while providing accurate responses in every situation.
Here are the top reasons why businesses must use conversational AI in 2024.
Conversational AI can share quick answers to your customer queries without any human agent intervention. Due to its NLP capabilities, it can automatically understand the customers' queries and offer accurate responses in no time. It can also analyze customer sentiments and provide more personal experiences to the customers.
Conversational AI is designed to handle multiple customer queries at a time. So, if there is an influx of customer queries at any point in time, you can handle them with a conversational AI tool. Conversational AI can take up the simpler queries while passing on the complex ones to your team. It ensures that every customer's questions are addressed without requiring you to overburden your team.
Conversational AI makes it possible for you to be available for your customers no matter which location or timezone they belong to. If a customer needs help outside of your regular business hours, a conversational AI chatbot can attend to their issues. This enhances the overall customer experience and strengthens brand loyalty.
As conversational AI can automate repetitive customer inquiries, you do not have to rely on human agents all the time. This drastically reduces your staffing requirements which generally take up a chunk of your budget. Further, the conversational AI can handle any volume of queries within a shorter time thereby reducing operational costs and resulting in significant savings.
Conversational AI eliminates language barriers as most conversational AI tools come with built-in functionality to detect, interpret, and generate any language proficiently. This helps you to connect with customers from various geographical locations and grow your business beyond your country's borders.
Conversational AI has numerous ways to engage your customers. For example, AI-powered chatbots can offer shipping information about orders to customers. Similarly, virtual assistants can offer personalized product recommendations. It ensures that your services and products meet your customers' needs and contribute to growing your revenue.
Conversational AI tools are specialized software tools that leverage conversational AI technology to engage with your customers with human-like conversations. These tools are used to simplify communication with customers across various industries. Some of these industries are customer service, customer support, sales, and marketing.
From tried-and-tested chatbots to voice-activated assistants, conversational AI tools help you build amazing relationships with your customers while maintaining your brand voice. It helps you level up your customer service game and boost team productivity.
That being said, let us explore how leading brands are leveraging conversational AI to boost their customer experiences.
Everyone knows about Siri, the virtual assistant on iPhones. Siri is a conversational AI that Apple has deployed to help its customers. Siri is equipped to identify voice commands of customers using NLP, ML, and other AI technologies.
Siri helps its users with a variety of tasks like getting directions, scheduling appointments, setting reminders, finding information on the web, dialing phone calls, responding to text messages, and much more. It is available on all Apple devices, such as iPhones, iPads, Apple Watches, and more.
Amazon's Alexa is the next example of conversational AI. It is another voice-controlled virtual assistant that can perform a wide range of tasks for you. It is integrated with Amazon's Echo devices and other smart appliances to provide voice-activated services to customers.
Besides the usual tasks for simplifying your life, Alexa can help you with your shopping on Amazon. It can build your shopping lists, place orders for your desired product on Amazon, share highly personalized product recommendations, get notified about upcoming deals on Amazon, and so much more. Alexa has helped Amazon deliver exceptional shopping experiences to customers.
Duolingo, a popular language learning app utilizes conversational AI to gamify the language learning process. It employs AI-powered chatbots to simulate conversations with the customers. This includes both text chatbots as well as voice-enabled chatbots.
The goal behind gamifying the entire process and making it interactive is to encourage users to practice their language skills in the most realistic manner. It offers various speaking exercises, self-paced exercises, interactive tests, and more to support the learning process.
Duolingo has launched its conversational AI feature, Duolingo Max, that offers extensive conversation practice and in-depth explanations of answers to users. The company aims to recreate the experience of a human teacher with this new AI feature.
Domino's Pizza has integrated a conversational AI chatbot, Dom that assists you with ordering pizzas on their website and mobile app. This virtual customer assistant can help you locate Domino's stores near you, track your order, connect you with the store you placed your order with, and respond to any other queries.
Domino's has also deployed its intuitive chatbot on various messaging apps. In fact, customers could simply send a pizza emoji to the chatbot and the chatbot would prompt them with further instructions.
Sephora, a leading beauty brand offers a chatbot that is powered by conversational AI to boost shopping experiences for its customers. It offers a complete virtual makeover solution that allows customers to try on their favorite products virtually, without visiting the physical store. Customers can try out various products including lipsticks, eyeshadows, foundations, and even false lashes to understand how those products look on them.
The virtual artists also offer guided tutorials on face contouring, lip lining, and other latest beauty trends in addition to product recommendations.
If you are looking to invest in top conversational AI platforms, here are two of our best recommendations for you.
Bodt is a rapidly growing conversational AI tool that simplifies customer communication for major eCommerce brands across the world. Powered by GPT-4 and conversational AI technology, Bodt designs seamless human-like interactions to engage your customers and enhance customer satisfaction. It is a no-code conversational AI chatbot platform that lets you create AI-powered chatbots without writing a single line of code.
Key Features -
SoundHound AI is a voice AI platform that helps businesses deliver exceptional conversational experiences to customers via voice-enabled chatbots. The company built its proprietary technologies namely Speech-to-Meaning and Deep Meaning Understanding to enable customers to ask their queries to the chatbot by speaking naturally - just how we interact with one another. It supports real-time translation of spoken language thereby eliminating the need for recording the speech and then interpreting its meaning.
SoundHound is leveraged by multiple industries for streamlining customer experiences. This includes restaurants, hospitality, automotive, smart devices, and much more.
It offers two additional tools -
Key Features -
Conversational AI is becoming an indispensable part of the customer service industry. Conversational AI software solutions are simplifying your business by taking over repetitive customer service tasks and freeing up your human agent's time for complex work.
With conversational AI tools like Bodt, you can implement conversational chatbots within a few minutes and boost your customer interactions. Get in touch with our team to explore how our conversational AI solution can transform your customer service.
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