Conversational AI and the Future of Customer Communications


Since Google’s ultra-smart voice assistant, Duplex, made its prototype debut last summer, there has been growing buzz in the arena of AI and automation. Understandably so, considering Google’s realistic demonstration of the AI-powered voice assistants. While this demo was more focused on the context of personal use, the same technology has been heavily influencing how businesses conduct customer care operations as well.

Thanks to intuitive advancements such as Natural Language Processing (NLP) and Interactive Voice Response (IVR), using AI-based technologies for communicating with customers and facilitating their requests is now a prospect that isn’t too far away in the future. In fact, for some businesses, the future is now. For example, industry leader IBM has already unveiled Watson, a cutting-edge Conversational AI technology that is well established and ready for use by businesses in a number of different capacities - from communication to security.


What are some of the futuristic advantages that Conversational AI provides, giving it the edge over other automated systems that function without it?

1. Improving the first contact experience for customers.

With AI-based voice assistants, every call will first be filtered with IVR (which can help gauge the urgency of the customer’s request or pull the background information of the customer simply by identifying the voice). While common queries can be taken care of by the bot itself, complex matters can be forwarded to relevant personnel.

This reduces downtime, especially for customers who are in crisis and don’t want to be on hold until an agent attends to them. Thanks to their ever-expanding knowledge base due to machine learning, voice assistants can also understand multiple languages. In turn, they can help staff members understand and respond to customers as quickly and efficiently as possible.

2. Powering back-end systems for greater insight.

The potential in an AI-fueled Contact Center system doesn’t just end at resolving queries; it also extends to intuitive and resourceful integrations with other business software to get a full picture of your business operations, through an array of tools that have AI capabilities. For example, your Contact Center system can be connected with your company’s CRM solution to reveal data patterns or insights into a customer who may have contacted you via multiple channels, or show you the most common reasons that customers are contacting your business for support. You can also leverage AI-powered analytical tools (such as Business Intelligence) to study key trends and make sound predictions for the future of your business more confidently. After all, the ability to study gathered data in multiple perspectives (quickly and accurately) is one of the hallmarks of AI.

3. Gives your workforce the power to accomplish more.

Contrary to popular belief, AI-based technologies are not positioned to replace humans in the workforce. Instead, this technology can free your employees from mundane tasks and give them the opportunity to focus on important initiatives for growth in your company. For example, as Conversational AI takes care of routine queries (while filtering and forwarding more complex issues to relevant personnel), your customer care team can focus on strategic and/or analytical tasks that will help take your company forward.

Keen to know which Contact Center solutions are powered by AI? Visit our Contact Center software page for a list of the latest products!