5 Conversational AI Use Cases
What’s your vision for conversational technology in your company’s digital transformation plan? Chances are, it’s not “a chatbot here, a chatbot there.”
But unfortunately, that’s what a lot of businesses have. By deploying one-off AI applications like chatbots, and not platforms that can scale across the enterprise, businesses are not yet seeing the customer experience improvements and ROI they’ve been promised by AI.
In fact, most companies using AI have experienced AI project failures, according to an IDC survey. The survey also found that only 25 percent of businesses using AI had an enterprise-wide AI strategy.
To unlock the potential of conversational AI and make a project stick, a solution should do more than just answer the phone when your customer calls (though it can certainly start off by doing that). Conversational AI should support a variety of use cases, from customer service to sales and beyond. To create a successful enterprise AI plan, you need to know the range of problems the technology could help you solve.
Let’s look at a few examples of conversational AI in action.
USE CASE 1
Virtual Assistant: Customer Service
Virtual assistants have been in the mainstream consumer’s everyday life since Apple introduced Siri in 2011. While using AI-driven virtual assistants to automate customer service isn’t a new idea, AI can still be a massive cost-saver when businesses deploy it for frontline customer care. In fact, conversational AI can generate millions in ROI in the contact center by improving call containment and reducing average handle times and callbacks. Let’s see conversational AI handle customer contacts, beginning to end, through voice and SMS.
Travel Booking and Information
In the example below, you can see how an airline’s virtual assistant can help a customer book a flight and answer questions about traveling with a baby. Note how easily the virtual assistant keeps up when the customer switches topics. (Customer: “Actually, I want to depart from Boston [not New York].”)
Billing Support and Complaint Management
The same conversational AI system engaging the customer over voice can do it over SMS, too. In the example below, a telecom customer chats with a virtual assistant while reviewing her billing information on the company’s website. The virtual assistant doesn’t just answer questions—over the course of the conversation, it upsells a data package and defuses a complaint with an offer.
USE CASE 2
Even when a virtual assistant doesn’t resolve a customer inquiry on its own, it can still help the customer behind the scenes. The conversational AI can “sit in” on the interaction between the customer and live agent, and populate the agent’s screen with helpful information based on the customer’s questions or key terms.
Copiloting The Call
Think about how often a customer care agent uses this phrase with a customer: “May I place you on hold for a few minutes while I look up the answer?”
In this example, a conversational AI platform could have been searching for the answer during the conversation. The AI can pull information from the company’s knowledge base and other internal resources without the agent having to type in a search or click through screens. Customers get faster resolutions and agents deliver more confident answers.
USE CASE 3
Virtual Assistant: Sales & Marketing
Nearly 3 out of 4 consumers say they want self-service technology to help them streamline shopping experiences and sidestep human sales agents. Traditionally, consumers who self-serve would gain speed and convenience but lose personalized advice and recommendations. But with conversational AI, they can have both. Similar to how businesses can deploy AI to assist customers, they also can use it in voice and SMS to convert leads and drive sales.
“Do you want fries with that?”
In the food industry, quick service restaurants have been early testers of conversational AI. Wendy’s, Taco Bell and other franchises have been piloting AI-driven messaging apps and kiosks to improve efficiency and reduce labor costs. Below, you can see an example of how conversational AI engages customers at drive-thrus or kiosks, not only accurately processing orders but also upselling meals.
USE CASE 4
Virtual Assistant: Enterprise
As more employees work from home, companies are seeing strain on their internal support and help desks. They can handle surges in enterprise support requests by deploying virtual assistants in the channels their employees use most: IVR, chat and even workplace collaboration platforms.
IT by AI
It can cost up to $50 per incident to reset an employee’s password, so companies are seeking ways to streamline common helpdesk services. Conversational AI can field these requests and troubleshoot an array of technical issues employees experience, and at scale.
USE CASE 5
Conversational AI is more than just a talking head. It can help businesses capture and interpret information that aids their decision-making and provides a competitive edge. This use case is driving businesses to extend conversational AI across their enterprise so it can listen everywhere, giving them more comprehensive data.
The Literal “Voice of The Customer”
Gathering customer feedback through a voice-of-the-customer program has become standard practice for businesses to develop products and retain customers. Conversational AI not only captures voice-of-the-customer data across many channels, but also provides richer data. If customers tend to sound more agitated when they call about a particular issue, or after they’re presented with certain information, conversational AI can gather that customer sentiment data and help businesses zero in on pain points in new ways.
These are just a few examples of conversational AI applications businesses are using today. Learn more about how conversational AI can help your business evolve for the digital age.