A Conversational AI platform is where three separate technologies converge: artificial intelligence, messaging applications, and voice recognition. These separate technologies have been known for decades, but the union of the three technologies has completely changed the game.
Software that combines these functions to carry out human-like conversation could be called a "bot." And bots that use text interfaces are popularly known as chatbot.
If you've ever interacted with Google Home or Amazon Alexa, then you've already experienced conversational AI.
This technology is learning from us while we learn from it. Deep learning allows these systems to mature their conversational experiences, so that with practice, their conversations are more useful.
Conversational AI, or conversational assistants, are computerized information systems programmed to give automatic responses to users.
Unless they need to address extremely urgent issues, users prefer writing to calling by phone to make questions and inquiries.
The capabilities of chatbots help streamline company processes, offering immediate and uninterrupted responses 24/7 in different communication channels (social networks, website, instant messaging, sms, etc..) and to several users simultaneously.
Also, if you are thinking of integrating a conversational AI into your company, keep in mind that these systems can be customized to align with your brand image, which will provide added value to both your business and communication strategy.
The capabilities of conversational AIs, highlighting their enormous speed and ease of adoption, make them compatible with all types of industries and company sizes.
In addition, along with chatbots they can be used in different areas of your company. Its versatility reaches such a point that even from your marketing department you can use them to attract new customers, customer service can use it to answer questions or human resources to perform employee satisfaction surveys.
Keep in mind that conversational AI can be used both to communicate with people or businesses outside your company, as well as to support your employees in essential tasks for their daily work.
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Frequently Asked Questions (FAQ): perhaps one of the most typical uses, with a bot capable of answering the most common questions from users, replacing a published FAQ through a conversational alternative or an employee who constantly answers the same kinds of questions.
In environments such as financial services, they can provide a great service to users and save time and costs for the company.
Task-oriented bots: A bot tasked to help a user to perform a specific task or set of tasks in a specific domain. An example of this case is a robot that helps create and close support tickets, book reservations or perform a specific survey.
Broadcast: These are robots that contact the user without a specific request. They could be, for example, robots with news like the one offered by CNN.
E-commerce: in this case it would be bots dedicated to selling products. Apart from the conversational capabilities, they must also integrate means of payment.
Self-service: there are many variants of self-service, but a very common one would be self-service for incidents in which the bot guides the user on possible causes of the incident and also step-by-step actions that can be carried out for diagnosis or recovery.
In more advanced cases, chatbots would also include diagnostic and / or resolution automation capabilities.
Process automation: In this case, the main part of the automation would be done with another technology such as RPA (Robotic Process Automation). RPA robots automate repetitive tasks mainly by interacting with applications. The role of the chatbot in this scenario is, fundamentally, as an interface with the user and, in some cases, as an orchestrator of RPA robots.
Knowledge management: Similar to chatbots that answer frequent questions, a conversational AI capable of answering questions but, in this case a much more advanced and specific knowledge and from dedicated bases of knowledge.