Conversational AI

What is conversational AI?

Conversational AI refers to a set of technologies, text or voice-based virtual assistants that are able to communicate with users in a genuinely humanlike manner – naturally, personally and logically. Successful Conversational AI isn’t only about how to handle the dialogue technically, it’s also an opportunity to enhance the whole customer experience. Conversational AI-based bots are becoming commonplace and valued team members in customer service and contact center teams across many different industries.

Conversational AI analyzes the user's questions or comments and understands the semantics of the language instead of just analyzing keywords. Advanced Conversational AI solutions can easily understand sentences, including spelling mistakes, dialects and slang in the same way a human customer service agent would do.

 

Furthermore, advanced solutions can easily understand, analyze and remember the discussion context and return to the same topic over several questions and answers. For example, a user could ask,"Are there any trains to Cambridge today?" and continue "How much is one ticket?" (to Cambridge). The service bot should pick up the context and respond "Do you want a full price or discount ticket?" (to Cambridge by train).

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Conversational AI is based on several advanced technological components, such as Natural Language Processing (NLP), Machine Learning, intent recognition, entity extraction and speech-to-text converters. Fortunately, today you do not need to integrate individual components. Everything is available as easy-to-use, pre-integrated and scalable SaaS platform.

Conversational AI Use Cases

The use cases of Conversational AI can be divided in four categories:
Advise

for the customer

Automate the top fifty to one hundred generic questions handled by your customer service team. These questions are typically related to basic information about your company, products, delivery terms etc. Typically, they represent about 25% of the total volume of customer service interactions.
Redirect

the customer to existing services

Guide users to the right place to find more detailed information that already exists on your portal or website, for example, detailed services like product descriptions, instruction videos or an online order form. Typically, these requests represent around 15% of total call volume.

Reuse

existing services

Authenticate the customer and use API calls or RPA processes to fulfil customer requests on the spot. Typically, these queries account for 20% of customer service interactions.
Restructure

the request

Conversational AI can help you to gather and validate all relevant information so that human agents can process a request/ticket/email or follow up dialogue more efficiently. Typically, 40% of the total volume of your interactions will be something that only human agents can handle. Even in these 40% of cases, Conversational AI can help to streamline interactions and drive efficiencies, formulating and structuring the requests.

How to get started with Conversational AI

Once you've decided to start using Conversational AI, you need a platform that is aligned with your current and future needs. You’ll need to plug it into your IT environment (don't worry, this is easy), organize the support and maintenance, and onboard your team of future AI Trainers with an intuitive and practical on-line training course. After that, you are ready to start training your service bot using our straight-forward and easy-to-use tools.

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The training of Conversational AI is not an IT project. Training is based on a set of example questions or requests that you describe. The neural network learns to understand the semantics by analyzing the examples you provide. Modern NLP-optimized networks only need a handful of questions per intent. “Intent” is an NLP term that refers to an interest area, topic or request that users might want to explore.

A service partner, like Front AI, can guide you through these steps and help you to get started with a proof of concept.

This enables you to try out the technology before making any final decision. We will share best practice for Conversational AI and training and ensure that your production solution is up and running in a few weeks. Once your service bot is in operation, you will continue training it and adding more intents based on user conversations and feedback.

 

You may also want your service bot to handle transactional requests, for example, to book an appointment based on a user request. Integration with back-end systems and third-party databases delivers even more value from your Conversational AI investment.

Well-trained service bots can deliver a superb customer experience and give the customer service agents superpowers to handle hundreds of customer dialogues in parallel.