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As companies look for more streamlined ways to improve the customer experience (CX), the adoption of conversational artificial intelligence (AI) is pivotal.
Technology helps machines understand people — in human terms. It deals with language across all dimensions. Natural language processing (NLP), natural language understanding (NLU), and speech and text analytics all fall under the conversational AI umbrella. Companies using conversational AI are seeing positive results, noted Jane Hendricks, Senior Product Marketing Manager, Conversational AI, at Genesys during the Xperience 2022 session, “Conversational AI 101: What’s now and what’s next.”
Nearly 90% of companies identified as AI leaders are helping to make the customer journey feel more empathetic according to “AI comes of age,” a study by Economist Impact. And as a result, these companies have seen increases in customer satisfaction, loyalty and customer lifetime value.
Conversational AI is providing better customer and employee experiences in several ways. Here are just four examples.
There are a variety of ways to use conversational AI to enhance both the employee and customer experience. That flexibility is one reason for AI’s growing popularity. But rushing into a conversational AI deployment can lead to poor CX — not better experiences.
Hendricks shared four elements of a successful conversational AI implementation.
DenizBank Financial Services Group, one of the largest Turkish private banks, is successfully using conversational AI to improve CX. Esra Turhan, SVP, Contact Centre at DenizBank, joined Hendricks to talk a bit more about the firm’s approach to AI technology.
According to Turhan, the bank has implemented a proactive service model that anticipates customer needs and helps strike a balance between meeting customers’ expectations and cost reduction. This includes using a virtual voice assistant that spots contact customers who need help.
For example, if a customer is having trouble with his PIN or needs a higher credit limit, the bank proactively calls that customer using conversational AI. Since implementing the technology, the bank has seen a 69% reduction in wait time and a 40% increase in customer satisfaction.
“Customers are given a natural, intuitive experience that’s just like talking to a live human,” said Turhan. “It’s a natural dialog flow.”
Helpline, the European tech support giant, is using conversational AI to be proactive. During the session, Lionel Florence, Director, Users Digital Journeys at the company discussed how it’s triaging about 30,000 daily inquiries with conversation AI bots.
Helpline implemented omnichannel bots that answer customers’ first-level questions and interpret their answers. This enables the company to qualify customer needs automatically and efficiently. Then it can help customers reach the right agent during that first contact. The system is so effective at understanding and interpreting customers’ inputs that a bot now handles 100% of all initial interactions.
“Rather than replace humans, they improve the flow of user actions, releasing our technicians for more complex inquiries,” said Florence. “Similarly, using bots to help triage and route inquiries to the right technician eliminates complicated IVR menus, boosting customer experience.”
These successes are just the start. But to make this all happen, conversational AI needs to be more manageable and approachable.
With conversational AI, companies can better connect with their customers and transform customer and employee experiences by making them simpler, more proactive and efficient. And they can use insights gathered from bot-led customer interactions to optimise the customer and employee experience — all while gaining impressive business results.
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