Conversational AI is changing the way we help customers

Conversational AI: a definition


Conversational AI is a process that allows computers to answer customer inquiries in a human-like manner. It is powered by machine learning, a technology long designed to proactively learn human processes quickly and more efficiently. A clear and easy example of conversational AI would be what is generally referred to as Chatbots or Answerbots.

  • Automatic Speech Recognition
  • Natural Language Processing
  • Advanced Dialogue Management
  • Machine learning
  • Noise Cancelling AI

Chatbots: a history


Chatbots have gone a long way since its conception in the 1960s. An MIT professor by the name of Joseph Weizenbaum designed the first ever chatbot he named ELIZA. This first version of the technology recognized key words and phrases and matches it with pre-set responses. This created an illusion of human consciousness, and paved the way for future versions of AI.

Customer Service and Conversational AI


The integration of answerbots and chatbots changes the customer service landscape in ways that are beyond just simple efficiency and savings.

  • Starbucks
  • Mastercard
  • Lyft
  • Pizza Hut
  • Whole Foods
  • Sephora

Some benefits of Conversational AI in customer service


The following are some key benefits of integrating AI with everyday customer service operations:

  1. Accurate recommendations. Artificial intelligence runs off of actual data and concrete numbers, thereby it is bound by the laws it runs on to provide the best and most accurate responses. It makes critical analysis at a faster rate than an actual human person can. AI takes the data is given and uses it to predict and foresee possible purchase patterns as well, which makes the process of upselling and cross-recommendations easier and faster.
  2. It speeds up the customer journey. Instead of waiting in queue and having to go through various transfers to get an answer, a chatbot can easily pick up on the customer’s needs. With a lot more focus being dedicated to the customer journey in recent years, investing in a chatbot to speed up basic processes like delivery order confirmation, account balance checks, and other features is a must.
  3. 24-hour support. This also goes hand-in-hand with the previous benefit. With a chatbot integrated into your operation, you can still offer practical self-service solutions beyond your customer service hours of operation. Instead of having to hire more agents, you can have AI handle simple inquiries by connecting them to a Knowledge Center or a website link with the answers they need.

Where customer service is heading


According to this study conducted by Case Design, the top customer service trends of 2022 include having an Omnichannel Solution and AI integration, just to name a few.

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