Better Human Conversations Thanks to Robots

Humans are social creatures. That’s a scientific fact that allowed us to proliferate as a species. Collaboration and conversation have helped our collective knowledge develop and expand over time. With all the talks that happen in one’s lifetime, everyone has had to deal with an unpleasant interaction at some point.

Frustration is a universal experience. For companies that are in the business of serving people (which is basically all of them), poor conversations translate directly into bad service. Bad service can mean a loss of revenue, a decline in market share, and a potential exit in the industry.

Companies are constantly finding ways to improve their conversations with clients. Many studies show that high customer satisfaction leads to higher brand loyalty, increased sales, and better business opportunities. It’s the reason why companies have entire teams dedicated to improving customer experience (CX) in any way possible.

Personalized connections are the foundation of exceptional customer service. Businesses that engage with clients on a deeper level create valuable experiences that will keep them coming back. 

Personalized connections are the foundation of exceptional customer service. Businesses that engage with clients on a deeper level create valuable experiences that will keep them coming back. 

The key to these engaging conversations? Understanding your customers. By knowing their concerns, challenges, and preferred communication styles, you open doors to creating positive experiences, and what most brands don’t realize is that data empowers brands to keep customers happy.

While customer service reps (CSRs) and product experts possess the technical knowledge to solve problems, forging a deeper connection can be challenging without a base understanding of who they’re talking to. This is where conversational AI and automation come in.

Conversational AI streamlines and enhances communication between brands and customers. Users gain access to relevant insights, enabling them to resolve issues quickly and efficiently by utilizing the data they’ve already gathered from their customers.

Similar to how you’re talking to a friend, knowing their problems and habits can help you reach out to them better. You have a basis for any advice you can give, and push suggestions that are in-line with their preferences and behavior.

Instead of relying on your CSRs to go through lines of records as they talk to clients, they can instead use AI to summarize their profiles, take notes of their concerns, and help guide the conversation in a more fruitful way. 

There are other uses that conversational AI can help with. For example, if your company deals with frequently asked but easily resolvable questions/concern, you can also deploy a fully automated system to guide them through the process instead. That way, you save manpower on menial tasks and customers can get their issue resolved quickly and independently.

Conversational AI has the potential to help companies beyond building their brand, it builds a friend. One that customers will be glad to talk to and share insights with. Know your customers better, and business will become a breeze.