Automated bots interactions with customers have increased by an astounding 81 percent in the last year. Although automation was necessary, customers quickly became more at ease with automated messaging. Only 18% of customers did not have a negative opinion of chatbots in December of 2020. The majority of customers prefer bots for basic tasks like changing their address.

As messaging is becoming more popular companies must learn to maximize the use of best conversational platform. This means knowing the ways in which conversationsal AI can benefit agents and customers in determining when (and when) to use it, and how to best optimize it for CX.

What is Conversational Service Automation?

Definition of Conversational AI: A technology that recognizes and responds to inputs from speech and text is called Conversational Artificial Intelligence. In customer service, conversational AI is the term used to describe the use of tools, such as chatbots or voice-based assistants--to interact with customers.

Conversational AI is described as a machine speaking with a human. It can happen via a chatbot on the form of a messaging channel, or an automated voice assistant on the phone.

Chatbots can be used to create quick and easy 24/7 customer service channels. Answer Bot is a software which can assist customers with low-priority, simple queries and guide customers to self-service. Conversational AI solves every support ticket, meaning your agents no longer have to deal with it.

What is the significance of the use of conversational AI vital?

The AI service desk is mostly used to improve customer satisfaction, however, it can also improve the satisfaction of agents as well. Agents find repetitive work tedious and monotonous that's one of the primary reasons behind shifts in staff at call centers. When you have automated agents working towards solving customer problems agents don't need to think about doing more mind-numbing, repetitive tasks. They are only involved when they have to think critically.

If an automated message requires a human interaction the chatbot will connect the user to a live representative. Chatbots can also communicate information the user has already given like their name, or the type of issue.

Agents get all that context immediately, meaning they do not need to request customers to repeat themselves. It is a terrible feeling to be forced repeat yourself, but this goes away when you integrate conversational AI to improve the customer experience.

What are their thoughts on AI-based conversation?

There's a generational gap in consumer sentiment toward AI that can be used to communicate which is not surprising, given the fact that one could expect.

One of the reasons for this generational divide? Sometimes, older customers don't realize that they are interacting with a robot and may be confused by the fact that they're not talking to a person. Younger generations tend to be more savvy to AI. Digital natives have more experience using bots and are more enthusiastic about using them if they can get a quicker or more accurate responses.

The majority of customers seem to be in agreement with the effectiveness of AI in everyday tasks. A lot of them prefer automated interaction over human ones for simple problems. Automated processes are preferred by over 40% of customers to keep track of the status of their orders. Around 20% prefer to change the order or to change an item. Aisera is the ideal place to find out more about customer service automation.

On the flip side, about 40% of customers would rather talk to a human when filing a complaint or asking for technical assistance. 33% of customers prefer to talk to a live representative about billing or payment issues.

What is the best moment to move from a chatbot to a real agent?

Conversational AI is built to speed up the resolution process. Chatbots should not be felt like a time-waster for customers. Customers want their questions answered quickly , and move on to their daily lives. Everybody has their preferred channel, however studies have shown that 84 percent of users would rather use whichever channel provides them with their answers within the fastest time possible. CX designers have a duty to make this process as easy as they can.

Chatbots are capable of handling most of the basic tasks, such as frequently asked questions or basic requests. Ideally, your conversational AI should be able to deflect those easy tickets while passing more complicated ones to your representatives.