Key takeaways:
- Unlock business efficiency and enhanced AI customer engagement.
- Leverage Ciklum and Kore.ai’s partnership for tailor-made business AI solutions.
- Improve operational workflows and customer interactions using AI.
- Stay ahead of the competition with cutting-edge AI tools.
Discover the Power of Conversational AI Solutions for Business Success
Conversational AI is transforming business operations and customer service all over the world. The combination of Natural Language Processing, Automatic Speech Recognition, Machine Learning and data mining mean that computers can now understand and respond to human speech and written input better than ever before.
With customer expectations for fast, user-friendly and personalized service increasing all the time, Conversational AI has a key role to play in delivering that service at a scale beyond the viable reach of human endeavor. However, with the technology advancing at pace, deploying the right solutions in the right places can be a tricky task to get right.
This blog will explore why Conversational AI is so important in modern business, how it can be implemented for maximum benefit, and how to navigate past the common hurdles and pitfalls along the way.
The Role of Kore.ai in Conversational AI
Kore.ai is an excellent example of how the power of Conversational AI can be placed in the hands of every type of business. It’s a UI-based platform that has been designed to ease the process of creating and deploying AI-driven Virtual Assistants across multiple different channels simultaneously.
It has also been designed to facilitate easy integration with wider business processes and systems with over 75 pre-built integrations for applications like Salesforce, Zendesk, and ServiceNow as well as integration with both cloud and traditional IVR systems and agent desktops.
Benefits of Implementing Conversational AI
When a Conversational AI deployment is done right, the impact that it can have throughout a business can be transformative:
- Enhancing customer experiences: according to WifiTalents, Conversational AI can reduce resolution time for customer issues by as much as 40%. This improves the experiences they receive, which in turn encourages a stronger brand perception and greater customer loyalty.
- Driving operational efficiency: by allowing Conversational AI to take care of the most common and repetitive customer service tasks, up to 70% of staff time can be freed up. This extra resource can be devoted to more complex cases, or to adding value to the business elsewhere.
- Reducing costs and improving ROI: Worldmetrics has found that the overall cost of running customer service operations can be cut by up to 30% by deploying Conversational AI. This underlines the scale of the return on investment that Conversational AI can deliver.
How the Ciklum and Kore.ai Partnership Amplifies AI Solutions
Ciklum joined forces with Kore.ai in June 2023, allowing us to bring tailored Conversational AI solutions to our clients across a range of different industries.
The combination of Kore.ai’s innovation and our sector-specific expertise means that we are able to fulfill Conversational AI use cases involving customer experience, employee experience, enterprise automation and personalization. Kore.ai’s secure and scalable no-code platform means that we can empower our customers to build and deploy Conversational AI interfaces without the need for in-house technical expertise or support. That way, every type of enterprise can embrace Conversational AI without the need for heavy investment in sought-after skills and coding ability.
Use Cases and Success Stories
Conversational AI is already playing an instrumental role in transforming user and customer experience in a range of different industries. These include (and are by no means limited to)
- Retail: Customer service assistants serve as a personalized gateway to customer inquiries, offering tailored support across multiple channels. These intelligent systems analyze individual customer preferences and behaviors to provide personalized product recommendations and special offers that cater to each user's needs. They also manage real-time inventory tracking, automatically informing customers when their desired items are back in stock. By integrating seamlessly across platforms, these AI assistants ensure a consistent and personalized customer experience, enhancing satisfaction and loyalty while streamlining the support process.
- Finance: Virtual Assistants with deep backend integration can efficiently handle a wide range of customer requests by directly interfacing with internal systems. These assistants not only help users with common queries like checking account balances but also perform actions on the customer's behalf, such as transferring funds, updating account details, or managing service requests. Additionally, by analyzing data in real-time, these Virtual Assistants can detect irregular patterns of behavior, allowing them to flag potential fraudulent activity much earlier than traditional methods. This seamless integration enhances the speed and accuracy of customer interactions, providing a more secure and responsive experience.
- HR: Virtual Assistants significantly enhance HR operations by assisting with a variety of routine tasks by helping employees quickly access information related to company policies, leave balances, or even action holiday requests. They can also support recruitment by streamline scheduling interviews and onboarding new hires, and acting as brand ambassador to new hires, freeing up HR professionals to focus on more strategic activities.
Steps to Implement Conversational AI in Your Business
As a whole, AI has represented something of a digital gold rush in the last year or two, and businesses have been clamoring to adopt this exciting new technology as quickly as possible. However, many have done so without really considering where it can and should be deployed.
Ciklum and Kore.ai share a common belief that two vital elements need to come together to maximize the success of a Conversational AI deployment:
Identifying needs and objectives:
Pinpointing the key use cases, and the user needs that can be addressed, at the earliest possible stage of the process.
Exploring integration and customization:
Understanding how embedding Conversational AI into business workflows can drive improvements and efficiencies throughout the organization.
Overcoming Challenges in Adopting AI Solutions
There are a number of challenges that commonly crop up when deploying Conversational AI. The AI tool needs to be able to understand natural language well, have the ability to handle unexpected situations, recognize emotional nuances, and handle sensitive user data securely and ethically.
It’s for these reasons that the planning and concept stage of the deployment process is so important. Understanding the overarching vision and objective of the Conversational AI tool, and testing that in practice through proof-of-concept and optimization, is vital for avoiding those issues after go-live. Working with top-quality technology and an expert partner can ease the implementation journey considerably.
Future Trends in Conversational AI
As Conversational AI capabilities continue to evolve rapidly, integrating these technologies with backend systems will become increasingly crucial to delivering a fully immersive and seamless user experience. While AI technologies are becoming more sophisticated, their true potential is unlocked only through deep integration with an organization’s existing infrastructure. This integration allows AI to access and process real-time data, interact with various services, and provide personalized, context-aware responses that significantly enhance the user experience.
Another essential element is the development of a unified communication strategy across business silos, ensuring that customers do not face the frustration of navigating through company bureaucracy. Seamless communication across departments enables Conversational AI to deliver consistent and efficient service, regardless of where the customer interaction originates. Consequently, businesses can offer a more cohesive and satisfying customer experience.
Now more than ever, it is critical to understand where to channel investment and deployment of Conversational AI. Collaborating with experienced engineering partners and solution providers is essential to achieving these goals and maximizing the technology's potential.
Take a closer look at the Ciklum approach to Conversational AI here.
