Ai Based Solutions -Customer Service

"Conversational AI is expected to reduce contact center agent labor costs by $80 billion by 2026.“ - Gartner

"71% of consumers consider personalized interactions a basic expectation, and 76% get frustrated when that doesn’t happen.“ - McKinsey & Company

Don’t want to risk your reputation with slow responses?

Here are three ways to implement conversational AI for customer service at your company.

Chatbots: Chatbots are applications that can auto-respond to customer queries. You can deploy chatbots on your website , mobile app, or social media messengers.

There are two categories of chatbots:

Rule-based chatbots: The previous generation of chatbots relied on predefined rules. Since they lack AI, they can’t understand natural language or offer personalized responses. Rule-based chatbots are built manually and require major technical and agent investment.
Conversational AI chatbots: Modern, AI-powered chatbots are more versatile. They can understand natural language and resolve complex questions from customers. Conversational AI chatbots empower you to deliver immersive and personalized experiences, differentiating from competitors that rely on previous-generation chatbots.

Given the current digital landscape and AI boom, customers expect a frictionless experience when interacting with a brand.

Voice assistants

Voice AI can automate call centers and enable customers to resolve their queries without ever speaking to a rep. The workflow is similar to chatbots, except that the machine first converts speech to machine-readable text.

If your customers have historically preferred reaching out via phone, using a conversational AI voice assistant for customer service can reduce the number of calls your service team has to handle. You can hand off most tasks to voice AI — identity verification, sharing invoice details with the customer, or providing information about your refund policy.

Conversational interactive voice response (IVR)

IVR systems help automate your phone system. When a customer calls, IVR greets them and offers them a list of options. Customers select an option using the keypad or a voice command. The caller can ask basic questions. They can request their bank balance when calling a bank or the amount due on their account when calling a supplier.

Conversational IVR systems are more advanced. They can steer conversations and respond to questions just like a human would. This natural conversation helps deliver a more enriched experience. Conversational IVRs can also respond to more complex questions, which helps reduce call traffic at your service desk.

If the system can’t answer the caller’s question, it can route the caller to the right person. The caller doesn’t have to jump from one rep to another, looking for the right person to speak to.

Benefits of conversational AI in customer service

Cost savings

24/7 availability

Improved customer experience

Lower risk of overstaffing

Actionable insights

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