New technology has widened the reach of businesses, allowing them to connect with customers all over the world. While this presents opportunities never before imagined possible, it also comes with a unique set of challenges.

Businesses are now hard-pressed to come up with conversational solutions that can engage customers at an unprecedented scale. Furthermore, these applications must be able to perform in whatever language global customers prefer. This is where conversational AI comes in.

In a business landscape driven by consumers and a world dominated by technology, conversational AI can provide an essential link between a brand and its target audience. It may sound complicated, even daunting, but this technology is easy to implement and readily scalable. But before we get to this, it is important to understand what exactly conversational AI is and, equally important, what it is not.

What is Conversational AI?

Simply put, conversational AI allows computers to mimic the way humans hold conversations. It consists of up to eight separate technologies that give computers the ability to parse human language, recognize intent, understand context, simulate emotions, convert text into naturally-sounding speech, and learn how to respond. Using this amalgamation of AI technologies, businesses can provide personalized interactions quickly and at scale without investing too much in manpower or hardware.

How to Implement Conversational AI in Your Business

Before you can effectively implement conversational AI in your business, it is important to first take stock of your business. Grab that opportunity to identify a vision, articulate it into a business goal, root out opportunity areas, and generate a strategy on how best to integrate AI into your organization.

What type of customer experience do you want to give to your target audience? How does conversational AI fit into this? Are there existing channels in your business that you can leverage to personalize brand-customer interactions even further? These are just some of the many questions that you need to discuss internally in your company.

Once you have identified which direction to take, you can start looking for a provider to take you to where you want to go. Make sure that they have well-established methods that can rapidly design, pilot, and launch conversational AI applications that address the needs of both your target audience and your employees. To avoid deviating too much from your initial goals, you have to ensure that the provider’s new proposition addresses the opportunities you previously identified.

An action plan should be in place to support your staff so they can deliver the conversation AI service model effectively. Examine the proposed application and see if it can be integrated seamlessly into your core processes and systems, so you can determine what skills you need to build internally.

You and your provider must be able to answer the following questions before you can run conversational AI. What target groups will you test your pilot on? How will this be carried out? How do you measure success once the test is done?

Once you have run the AI applications, you must continuously optimize and improve based on customer research outcomes. Improve and test continuously. The longer you do this, the more accurate your AI applications will be. You can leverage machine learning to automate the process.

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Andy Andreou

Sales Director