Authored by Drupal Geeks on 14 Oct 2021

In today's ever more digital environment, providing 24/7 customer support is no longer enough to keep clients happy. They want to experience speed and convenience all throughout their customer journey.

What people today want is to message you a quick question while waiting in line for their morning cup of coffee, or make an online purchase by using only their voice while behind the wheel of their car. They want to be easily understood when using their words and not any industry-specific jargon, all the while using a multitude of devices and services that they interact with on a daily basis. 

Conversational AI platforms allow any business, big or small, to achieve this and enhance their customer experience by increasing engagement, providing personalized customer service, and improving overall customer satisfaction.

With one such system, your customers will no longer have to work themselves through endless menu systems. They can ask for what they want as if they were talking to another person - receiving the correct response every time.

What Is Conversational AI?

Conversational AI, as its name would suggest, is a type of Artificial Intelligence (AI) that allows people to communicate with websites, apps, and various digital devices, by making use of everyday natural language either by voice, text, gesture, or touch. 

When it comes to the users, the benefits come in the form of speed and convenience as they can use their own words and terminology to get their message across. On the other hand, companies stand to gain by building a closer connection with their customers by making use of personalized interaction. 

By extension, an AI conversational platform is usually found at the intersection of a virtual personal assistant, a virtual customer assistant, and a virtual employee assistant, and which can deliver human-like conversation over any digital channel and in any relevant language.  

The Benefits of AI Conversational Platforms

An AI conversational platform is a system that can follow the user on any device or service that they use, delivering them a personalized response by remembering facts, user preferences, and using third-party information as well as back-office databases to provide comprehensive answers around the clock continuously. 

Aside from interacting with customers, such virtual assistants are equally as capable of working on the helpdesk, aiding sales team research their targets, or providing meaningful and detailed insight into product marketing.   

The Statistics

Statistics show that by 2020, 85% of the customer-enterprise relationship will happen without any human-to-human interaction. Likewise, these communication platforms are also ranked as one of the significant strategic technology trends of 2018.

In fact, forecasts show that unique active consumers of virtual digital assistants (VDAs) will grow from 390 million in 2015 to as much as 1.8 billion by 2021. At the same time, unique active enterprise VDA users will reach as much as 843 million, and revenue will grow from $1.6 billion to as much as $15.8 billion by 2021. 

AI conversational platforms are set to completely transform customer engagement by bringing together and integrating the many already automated touch points. It will, in turn, create a more personalized experience that will see your customers return time and time again.

For more information on artificial intelligence and its use in customer relations, please feel free to visit our website or contact us directly.