How Conversational AI Platforms Help in Delivering Positive Customer Service Experiences

1. How Conversational AI Platforms Help in Delivering Positive Customer Service Experiences Conversational AI is a technology that builds speech-based assistants and facilitates superior interaction and engagement with customers across different platforms. A conversational virtual assistant has the ability to uncover hidden value within organizations. Through Conversational AI, businesses gain the power to reignite and reimagine customer experience with personalized services and improved engagement and deliver better customer satisfaction. In today’s exceedingly competitive business ecosystem, several firms utilize enterprise virtual assistants to serve their customers effectively. With growing customer expectations, it has become important for businesses to be available 24/7 with immediate and tailored services. This is where conversational AI products take center stage, providing human-like chats across different channels, in all languages. The Spectrum of Conversational AI Products Under the ambit of conversational AI, you will find the following key products: Conversational Automation: Conversational automation is the use of software bots or digital workers, acting as an extension of customer service. The digital worker attends to a customer, appreciates the human sentiment, understands the conversation’s context with the help of data and AI, and realizes the true purpose behind the behavior, and proposes instant solutions. Conversational Analytics: Conversational analytics helps in making sense of how users interact with conversational based interfaces or chatbots. In contrast to web analytics, it reveals a user’s interactions in real-time against total combined data. Conversational analytics also delivers better insights to users. By chatting with data through an AI- driven sequence of NLG and NLP, users get accurate insights at the right time. Conversational Assistant: A conversational assistant or an enterprise virtual assistant is a voice assistant meant to enrich, not replace the tasks and skills of the person it is supporting. It does not replace a person’s job. Instead, it generates new possibilities for the person to make better use of their skills and time. For instance, in customer support, a conversational assistant can respond to FAQs, and as soon as the assistant faces a question that is not in the FAQs, an agent is brought in to deliver the answer. How Conversational AI Transform Customer Experiences Conversational AI today is transforming the way companies interact with customers, and when they are of high quality, the changes are positive. Here is how they enhance customer experience: • Reinvents the traditional online forms: Often while asking for information, customers fill in online forms reluctantly. A conversational bot enhances the situation by gleaning the information without the cognitive load and discord. • Live chats are seamless: Customers can engage with a conversational AI in the same manner as they would with a live agent, so the learning curve for customers while engaging with conversational bots is nonexistent. The promise of a smoother journey: To simplify customer’s purchasing experience a conversational AI solution can pop up on any product page to offer video content, more information, or discount code. • • Freedom from Interactive Voice Response: Customers often complain about the use of interactive voice response (IVR) during customer support calls. These systems ask customers questions and redirect the call as per the voice response. IVR systems redirect customers through each response until it gets to the pre- programmed destination. With conversational AI, there is limited IVR-induced frustration. Firms that deploy conversational AI solutions into their systems gain a competitive edge over peers who fail to facilitate a seamless customer experience. AI-enabled virtual agents assist both employees and their customers. Why Uniphore’s Conversational AI Platform is the Future of Customer Service Uniphore has developed an AI-based conversational service automation platform that recognizes customers voice, irrespective of the language, cooperates with them, and solves their problems by delegating it to an agent if necessary, thus saving manpower and time. The platform extends the ability of speech to transform human-

2. machine communication and lets software applications identify and respond to human speech in their preferred language. Customers today expect a hassle-free and unforgettable experience and it has reached a tipping point. With the recent advances in AI, poor experiences can easily be resolved. With AI technologies it is possible to drive customer engagement and provide exceptional customer experience. Uniphore’s conversational service automation platform has the maximum voice accuracy in the sector, best response and latency times, the greatest extent of predictability of intent, and the widest language coverage.