Customer Support Automation

Did you know that conversational AI has been present since 1966?
That’s right! From the time when we were not even familiar with the concept of personal computers, AI had already come into existence.

But what is a Conversational AI?

In layman’s language, Conversational AI is an AI-Powered Software which is capable of having human-like conversations while understanding human responses & context and providing smart responses, e.g, SuperBot.

Conversational AI utilizes huge volumes of data, Machine learning, and NLP( Natural language processing) to understand speech, and context to respond with an intelligent answer.

A famous example of conversational AI is chatbots, which most of us are now familiar with as brands and companies use them on their websites for customer support automation.

Another form of conversational AI that is now creating a buzz is voice bots. Voice bots are pretty similar to chatbots, while chatbots can have human-like conversations with humans via chat and in a written form of communication, Voice bots can have one on one human-like conversations over telephony channels.

With the advancing technology Voice Bots are the new buzzwords these days! But now the question is, is it something good to have or a must-have thing?

After all, the question here is why is it gaining so much popularity? And below is the answer to it!

Uses of Conversational AI voice bots

Conversational voice bots can be used to automate calling while meeting the calling needs of various industries as well as for several different use cases, which include –

use-case-healthcare

Healthcare Vertical

  1. Conversational AI like SuperBot. can help hospitals provide a seamless and engaging customer experience by establishing a 24×7 Helpline with zero wait time while helping with appointment bookings, reminder calls, promotion of healthcare packages, etc.Know more about how Conversational AI is disrupting the healthcare space by visiting:
    https://superbot.works/healthcare

Education Space

  1. Earlier, educational institutions used chatbots to assist and resolve applicant queries. But with the new boost in the popularity of voice conversational ai, Telephonic voice agents like SuperBot. , are helping universities and EdTech Platforms in verifying applicants, doing inbound counselling, undertaking automated drip marketing activities etc while witnessing a 40% decrease in their admission withdrawals.
    Know more about how Conversational AI is disrupting the education space by visiting:
    https://superbot.works/education

BFSI Organisations

  1. Banks and financial institutions are helping their customers to get rid of long waiting queues for their queries and provide them with instant solutions, with the help of voice conversational AI, eliminating the barriers faced with IVR. With Voice Bots, calling needs like placing auto-reminder calls, 24*7 customer support, and KYC verification, all can be automated by hiring a one-single agent.

D2C Brands

  1. When it comes to the D2C brands, the major issue faced by them is cart abandonment and user registration left in mid, which goes as high as 23%. To address this a regular and automated mode of communication is required, to engage user engagement and eventually increase user registration as well as retention. Conversational AI can assist in achieving the same by promoting new offers and benefits to the users based on their interests and prompting them for completing the registration or making the purchase. It can also help the D2C brands in enhancing their customer experience by offering them 24×7 customer support with 0 wait time.
    Know more about how Conversational AI is disrupting the education space by visiting: https://superbot.works/d2c

While conversational AI is on its way to disrupting and revolutionising calling activities for many different industries by providing ai calling, businesses are currently more leaned and interested to use conversational AI for one specific purpose in general, which is for customer support automation.

Conversational ai first got a boom in the face of chatbots when companies started to use them for providing website customer support and addressing their queries. But with the very clear boom in the use of telephones, brands and businesses quickly realised the importance of providing automated telephonic customer support, and we saw a rapid growth in the use of conversational AI.

Why do Businesses need to provide customer support and why there is a need to adapt Conversational AI for the same.

Companies realise that good customer experience is the key to increasing customer retention rate that leads to more deals and revenue.

Conversational AI

  1. Changing the game of customer experience.
    Every year, businesses spend over $1 trillion on customer service calls. But AI calling with the help of conversational ai like SuperBot. can change the game, by not only helping the business slash the call centre cost but dramatically improving the customer relationship as well.

  2. Addressing the foreseen shortcomings.
    Research shows that 91% of customers with a poor customer service experience tend to leave without warning, 47% switch brands and 40% speak negatively about the brand. Foreseeing such stats, businesses have already switched towards using conversational AI and have seen tremendous results.
  3. Faster Response Time.
    Research shows that 91% of customers with a poor customer service experience tend to leave without warning, 47% switch brands and 40% speak negatively about the brand. Foreseeing such stats, businesses have already switched towards using conversational AI and have seen tremendous results.
  4. Adding a personal touch to customer support.
    Providing a personal touch can help businesses outperform nearly 20% of the companies that don’t provide personalisation.
    Conversational AI can help achieve what chatbots could never achieve, i.e. A hint of personal touch to customer support. Conversational AI like SuperBot can have one on one human-like interaction with customers over the telephone, and respond according to their intent, which adds a personal touch that was not possible with chatbots.
  5. Improved insights and real-time analytics.
    With the help of Conversational ai, businesses not only get access to detailed, numeric real-time analytics but with the help of machine learning, get insights into the sentiments and behaviour of the customer, which can come in handy during future campaigns. Which are essential for a business to grow.
  6. Increase in agent productivity.
    By handing over most of the routine and tedious tasks to conversational ai agents, such as user verification, promotional campaigns, etc, Human agents can shift their focus to resolving complex queries that require human interactions.Conversational AI agents like SuperBot are not here to take up human jobs, in fact, human involvement can never be replaced in customer service, it is just that conversational AI agents can take up tedious tasks while allowing the human agents to take up priority and complex tasks and work on it with their 100% focus.Overall providing better customer support by helping increase productivity and resolving queries quickly.

To Conclude-

It is very clear that businesses have realised the importance of Conversational AI in improving their customer service and are quickly adapting it to their customer service models. There are a few misconceptions about, this replacing humans. Human involvement can never be replaced in customer service, Conversational AI is only there to make their jobs easier and improve their efficiency.

 

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