Artificial intelligence is taking over the future of the manual workplace through machine-learning technology. Artificial intelligence can help technology better understand real users in a more automated, natural-language way. There are many perks and benefits to using conversational AI in your organization for the employee. As we reach a time of looming recession, many organizations are looking to cut back on costs, and decrease their overall workforce. One way to do this is to decrease spending and increase profit. Decreasing spending is a more immediate fix, and therefore one that we’re going to turn to first. When hiring and employing an applicant, there is much more cost that goes into making them successful, besides their base salary. They’re also things that organizations need to consider such as training costs, welcome costs, onboarding costs, benefit packages, stock options, retirement funds, and much more. This is why so many organizations are making the switch to a software-centered space to take advantage of artificial intelligence technology. This is one of the best ways to keep up productivity while decreasing costs overall.
What Is Conversational AI?
You’ve likely heard of the integrations of artificial intelligence chatbots, and use them on many different websites. From shopping online to getting tech support, many websites have chatbots integrated into their customer service as their new digital transformation technique. This is so that customers can get more immediate help, without having to wait for a live representative. Customers will have an intuitive and interactive conversational interface at any minute that can comprehend fully their demand. Customers will receive this typically better with a live person on the other line. However, it is not possible for organizations to employ the volume of people needed to provide 24/7 support to all customers. This is why businesses turn to chatbots traditionally, to help solve this problem and provide customers with affordable and efficient support to help in the customer journey. This strategy can also be utilized in the workplace.
Conversational AI offers a unique approach of personalization, that differs from typical chat bot features. Conversational AI takes a more human touch approach, to give employees the feeling of having a dialog with a real person instead of a user-interface to speak to a machine. This is through a deep learning knowledge base that knows the biggest problems users are facing and the intents they have. Through this reinforcement learning, they will improve the employee experience and users will think more highly of the organization overall. This satisfaction will also come from the accessibility the organization is providing through this computer program or mobile apps. Oftentimes, when people contact a chat box or conversational AI tools, they are looking for answers to a problem. Feelings that are associated with this situation include frustration, fear, and anger, as a result of a product or service not working as intended. This is why it is so important for organizations to provide customers with appropriate support, to help them navigate through problems that arise when using their services. Conversational AI will leave users with a better overall experience, as they will obtain information-retrieval without having to wait to chat with a real person to respond to their messages.
Is it Different Than a Chatbot?
Conversational AI is different from a chatbot because it approaches customer service from a human-centered approach. The philosophy of conversational AI is to provide users with top-notch customer service, without costing the company extra money or having the employee wait for a live-chat representative to jump on the line. Conversational AI can take the form of a chatbot, phone call, video call, or voice memo. These different communication approaches make conversational AI more accessible to a variety of users. If employees aren’t into AI research, they might have a better time communicating with a conversational AI tool, versus seeking support from a traditional chatbot.
Conversational AI has more capabilities towards employee satisfaction than typical chatbot interfaces. This makes for happier customers overall, who will return to using the product in the future. If users are not able to seek proper support, it is likely that they will bring their business elsewhere. Somewhere they can choose a competitor with better customer experience, customer journey, customer relationship and customer care.
What You Need to Know About Conversational AI
There are countless benefits to implementing conversational AI in your organization in order to communicate with clients and employees. From saving money to increasing speed, the perks are limitless within virtual assistants. One of the main reasons why organizations will convert to conversational AI is for the cost-benefit of the platform. Conversational AI is much cheaper than employing new staff, whose time is better spent solving complex projects.
Structured data is another big benefit of conversational AI. Any dataset that you can collect for your organization is extremely valuable. Surveying and data collection is not an easy process. If you can automate it, this can benefit user-experience and make your organization get rid of unstructured data. The conversational AI tool that you choose to utilize will help you understand commonly asked questions so that you can communicate these concerns with your product, marketing, and design teams, to improve the services that you offer. You can also utilize the data collection features to justify the use of purchasing a conversational AI platform, versus employing real individuals to increase your ROI.
How Conversational AI Can Help Accelerate Your Business
If you are looking to accelerate your business, utilizing a natural language processing system is a great place to start. The great part about implementing conversational AI is that you’re allowing your business to seamlessly scale as you grow. As your organization welcomes more users onto the platform, it is easy to forget about re-staffing your customer service team. Typically, you should expect to employ one full-time customer service representative for every 500 people your product or service helps. This can easily become expensive and time-consuming, both for the executives at your organization, and your HR team. When focusing on optimizing your operational strategy, building your business to scale should be a top priority. In order to do this, you will need to make sure you have the capabilities to support a business that is twice or three times the size of your current organization. Using conversational AI based technology can help you achieve this goal, by making it more centered in human languages that are more employee and customer-centric without the dependency of additional employees. When utilizing conversational AI, you will be offering a higher quality support to your employees, and more availability to full-time reps on your team, who can look into solving more complex cases.
The efficiency of your employees will skyrocket when you implement conversational AI. Instead of having to do repetitive tasks such as tickets each and every day, your full-time employees can focus on solving complex issues. This will allow them to feel more motivated, as their skills will be used for projects that require a more human-centered approach. The simple fix tickets will be the responsibility of the conversational AI bot, saving your employees a lot of time and frustration. When you are building your organization to scale, automating as many processes should have more of a normalization aspect as it is crucial to customers and employees.
By allowing your employees to utilize a customer support system, you are providing them with the opportunity for a messaging platforms with more accessible help option. It has become increasingly common for platforms and product users to desire chat-based support. This is because it is typically a lot faster for the user to get the information that they need, and requires less social interaction. When compared to a phone call, chatbots do not require a long wait time, allowing the client to work on other things as they sit patiently for assistance. This is similar what a chatbox can do for your employees. This can be a huge perk, as it allows your employees to handle the more complex issues, without having to deal with frustrated employees. Chatbots have been proven to be one of the most effective ways to provide customer service to employees, and it is a method in which they prefer and it tends to be more actionable!
Is Conversational AI Confidential?
In this day and age, online confidentiality is extremely important to many users. While artificial intelligence allows users to be more self-sufficient and seek solutions on their own, data collection is still a main concern. The great thing about conversational AI is that the technology can communicate with a more natural language understanding. Thus, the technology knows which trigger words to look out for, in order to help the client with its business needs. It is important for your organization to stay as compliant as possible by raising security measures when you implement conversational AI. As conversation with chatbots are very advanced, they will also come with high-security measures as they come with a risk of illegal information extraction. The more robust your chatting platform is, the more secure you can trust that it will be.
Introducing Conversational AI to Your Organization
Introducing any new intelligent technology to improve your organization can be risky. Oftentimes, people get stuck in their ways and appreciate using tools and systems that are familiar to them. This is because they do not have to train towards the introduction to a new system, and they trust that the information stored in the tools is secure. When introducing conversational AI to your organization, you want to be mindful of the fears that factor into your employee’s acceptance of the overall platform. Your employees will likely be more accepting if you communicate the reasoning behind why you are implementing this software in the first place. Try to crowdsource for common questions and concerns, so you can address these before the implementation process starts. Make sure that you build your communication with your implementation specialist at your chatbot AI company of choice, so that they can do the best job possible in customizing your experience to meet your employee’s expectations.
We hope this article helped you better understand what conversational AI is and how it can benefit your organization! For more helpful content to catapult your HR team into modern ways of working, check out the rest of our blog.