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.
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.
When a Conversational AI deployment is done right, the impact that it can have throughout a business can be transformative:
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.
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)
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:
Understanding how embedding Conversational AI into business workflows can drive improvements and efficiencies throughout the organization.
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.
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.