Conversational AI Chatbot: How AI Delivers Better Customer Experiences

Customers are the backbone of every business, and while acquiring them can be difficult, retaining and engaging them can be even trickier. As the world becomes more fast-paced and hyper-digital, customers expect proactive services, personalized interactions, and connected experiences across channels and devices of their choice. With these customer demands in mind, CIOs are under immense pressure to find suitable technologies that streamline business operations, reduce operating costs, and revolutionize user experiences.

Conversational AI chatbot

To ensure that customer experiences are as quick, seamless, and personalized as possible, many companies have implemented artificial intelligence (AI) solutions to their service desks. One application that has been deployed by many organizations is chatbots.

Rule-Based Chatbots vs. Conversational AI Chatbots

While all chatbots are programmed to serve users, rule-based chatbots and Conversational AI Chatbots are relatively different from each other in terms of functionality, sophistication, and the result they produce. When deciding which bot your organization should opt for, it is crucial to consider the differences to ensure business goals enhance customer experiences dramatically.

Some of the questions that your organization should consider asking include:

  • How will this solution engage our existing customer base? How will it spark new customer interest?
  • Will this solution be challenging to implement? Will it affect our existing service desk?
  • How will this solution up our service desk game? Will it fare well against competitors?
  • How will this solution transform our overall business and brand name?

Rule-based chatbots, or decision-tree chatbots, are simple in infrastructure, ability, and function. As the name suggests, they use a series of predefined rules to interact with users through input methods such as text, voice, and touch. Human agents set these rules by mapping out questions that customers could potentially ask.

Because these preselected responses restrict chatbots, they have rigid, robot-like conversational flows and are limited to basic, linear interactions. They cannot read or interpret user intent and are incapable of providing responses to questions outside of what is anticipated. This shortcoming can be extremely frustrating to users because they may receive irrelevant or unhelpful responses to their situation. If a request is worded slightly differently from what is inputted into the database, rule-based chatbots will hand over the conversation to humans, frustrating the customer.

Conversational AI Chatbots are more advanced and sophisticated compared to rule-based chatbots. With unsupervised natural language processing (NLP), natural language understanding (NLU), and machine learning (ML) capabilities, Conversational AI Chatbots can understand and extract user intent to generate immediate and appropriate responses. Unlike rule-based chatbots, Conversational AI Chatbots are not guard-railed by a set of rules, which allows them to engage in more fluid, complex conversations with customers. Conversational AI Chatbots also learn and grow from past interactions and results. While rule-based chatbots need to be updated from time to time due to their inability to self-learn, AI chatbots accumulate knowledge over time without the need for human intervention, growing smarter and faster to provide exceptional customer experiences.

Benefits of Conversational AI Chatbots

Because Conversational AI Chatbots are not limited to a set of predefined responses, their conversational flow is more natural and human-like than rule-based chatbots. These smooth, personalized interactions are appealing to users because Conversational AI Chatbots will always provide accurate and relevant answers despite the different ways questions can be asked. These positive experiences will then drive up customer satisfaction levels, enabling them to continue self-service without connecting with human agents for assistance. By empowering users to solve their problems, organizations reduce operating costs, boost employee productivity, and improve customer satisfaction.

Having the ability to self-learn is also an advantageous feature of Conversational AI Chatbots. Because users expect and demand quick resolutions, they do not want to wait around for chatbots to generate responses that may or may not pertain to their questions. By recognizing patterns and accumulating knowledge from past requests and interactions, Conversational AI Chatbots eliminate this wait time and provide fast responses to customers. By learning over time, the prediction accuracy of Conversational AI Chatbots also improves, ensuring fast and efficient resolutions for future users.

Conversational AI Chatbots Revolutionize Customer Experience

Today, customers consider a brand’s service experience a vital determining factor when deciding whether to continue using the product or service. Customer perception is essential because exceptional service experiences will not only enable customers to stay loyal to your brand, but positive reviews will also encourage new customers to convert. How customers perceive your brand also affects where you are positioned amongst your competitors. In order to stay ahead of the game, businesses need to be proactive in implementing solutions such as Conversational AI Chatbots to revolutionize their customer experiences.

Customer-obsessed organizations leveraging digital technologies to modernize their business are architecting IT and creating customer experience infrastructures that deliver brand value to customers.  Such digital modernization requires focusing on a wide range of customer-centric matters like user engagement, user retention, growing the user base/community, increasing user adoption, and providing customer service platforms for users to innovate. Business leaders in IT, Customer Service, and HR investing in AI-powered technologies like Conversational AI Chatbots show immediate ROI that directly impact brand experience, improve customer acquisition, and boost competitive differentiation.

In essence, today’s customers expect and demand quick and easy service desk experiences any time they want, wherever they want. Businesses can meet these customer expectations by implementing Conversational AI to automate resolutions and deliver personalized experiences to users. By investing in creating meaningful experiences for customers, organizations strengthen their user base and provide greater value to their brand name.

Aisera offers the most feature-comprehensive and technology-advanced self-service automation solution in the market, which blends Conversational AI and Conversational RPA into one SaaS cloud offer for IT Service Desks and Customer Services. By leveraging these advanced capabilities, Aisera proactively auto-resolves requests to meet ever-growing user demands for quick responses, immediate resolution, and personalized interactions across all channels. With this scalable, easy-to-deploy solution, your organization can improve service team productivity, reduce operating costs, and enhance user and employee experiences.

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