Conversational AI is an important and growing component of customer service, especially digital self-service, which customers are increasingly adopting.
Conversational AI can play an important role in improving customer satisfaction (CSAT). In a 2021 IBM study, 99% of companies reported an increase in customer satisfaction due to the use of virtual conversational AI solutions. Customer-centric service businesses, their customers, are also embracing the use of conversational AI in the form of chatbots, text+speech bots, or voice bots.
What are the main benefits of conversational AI?
1. Reduce labor and other contact center costs
For some companies, labor accounts for 95% of call center costs. In the current economic environment, businesses are trying to reduce expenses.
1. It can reduce hiring needs through simple scalability: easily deployed during peak seasons to help solve customer problems without adding new employees.
2. Improve productivity: Allow current employees to focus on higher-value work and improve overall organizational productivity.
3. Reduce training costs: Continuous on-site guidance and customized behavioral guidance can reduce coaching and training costs.
2. Improve operational efficiency and revenue
Conversational AI has been shown to improve call center efficiency by improving metrics such as average speed to answer, service level, interaction abandonment rate, customer effort score, and customer retention.
3. Meet the needs of customers in the modern world faster and better
1. Increased brand loyalty: 86% of consumers say they will abandon a brand they trust after two bad experiences. Conversational AI ensures fast, consistent and intelligent self-service across the customer's channel and language of choice
2. Provide intelligent self-service options: Intelligent (IVA) and can understand intent and respond to complex queries, enabling it to do so effectively across channels.
3. Provide continuous online customer-centric 24 X 7X 365 intelligent services.
4. Improving Employee Satisfaction in Hybrid and Non-Hybrid Work
1. Reduce manual labor: Repetitive and time-consuming tasks like filling out forms can now be automated to improve agent experience and productivity. This reduces churn and increases employee satisfaction.
2. Real-time guidance tools provide employees with instant knowledge and soft skills assistance, greatly reducing the pressure of interaction.