Conversational AI is the artificial intelligence that enables machines to understand, process, and reply to human language.


Conversational artificial intelligence (AI) refers to technology that consumers may converse with, such as chatbots or virtual agents. They employ big data, machine learning, and natural language processing to mimic human interactions by identifying speech and text inputs and translating their meanings across languages.


There are currently two basic solutions to facilitate a conversation between a customer and the business and they are as follows:

  1. Simple Chatbots: A FAQ bot, or bot, is the most basic example of a Conversational AI application. These are rudimentary answer and response machines, often known as chatbots, in which you must type the exact term to receive the correct response. They don’t use NLP, dialogue management, or machine learning to improve over time.

  2. Virtual Personal Assistants – These are the next level of matured Conversational AI. Some popular examples are Amazon Alexa, Apple’s Siri, and Google Home. They are linear and serve a basic goal; they do not transfer context from one talk to the next. Automatic Speech Recognition (ASR) is used by these assistants.


Converting a user’s speech to text, comprehending the text’s meaning, looking for the best response to deliver in context, and providing that response with a text-to-speech tool are all stages involved in responding to a question. Each of these processes necessitates the execution of numerous AI models, limiting the time available for each network to be roughly 10 milliseconds or fewer.


10 Ways to use Conversational AI for better customer experience are as follows:


1. Social Commerce optimization

Choose a social commerce-focused conversational AI technology. Conversational AI, when optimized for social commerce, is much more than a customer service tool; it can also help you automate sales.


2. Hyper-personalization

Many CRM and customer data platforms now include conversational AI and machine learning giving functionality such as real-time decisioning, predictive analysis, and conversational assistants, which enable sales teams to better understand and engage customers. These AI-enhanced platforms, as well as the real-time decisioning and predictive analysis that they offer, allow them to take the “next best” action for each consumer, depending on the present interaction, purchase and browsing history, previous customer service questions, and demographics.


3. Enhance Conversational Marketing:

Nearly 9 out of 10 consumers (88 percent*) expect brands to focus on technology initiatives to enhance customer experience. Almost 50% believe this should include improving the ways customers interact with brands. Customers connect with conversational AI Bots because they are more trustworthy than static chatbots. Their response is in real-time and the content is also personalized.


4. Be available 24×7:

AI can answer frequent customer questions and work around the clock. Companies on the other hand, especially small-and-mid-sized firms can save money using only a smaller support team for key issues without investing in additional manpower for round-the-clock support.


5. Omnichannel Support:

To resolve inquiries in real-time, customer service representatives must switch between multiple channels to meet client expectations. Conversational AI, on the other hand, provides an omnichannel experience by allowing easy integration with conversation platforms like Slack, Microsoft Teams, WhatsApp, and others. Whether your consumer requires assistance via chat, text, or email, conversational AI ensures that your company is prepared to provide immediate assistance across any channel.


6. Offer Customer Support in Real-Time

Customers can use Conversational AI for self-service on the web and mobile devices, with omnichannel assistance. It is available 24 hours a day, seven days a week, and reduces the need for manual intervention. Conversational AI solves simple inquiries and transfers complicated jobs to service desk employees for additional resolution if a ticket remains unresolved. As a result, companies can continuously handle large inbound call volume and multiple switching between login systems for a hassle-free client experience.


7. Using Real-time metrics from Conversational AI

Getting real-time customer satisfaction metrics, reports, and data is easier than it sounds, and it’s an important aspect of providing truly customer-centric service. Information such as the number of transferred sessions, satisfaction, feedback, and chat reports help businesses make data-driven business decisions.


8. Streamline the process

Conversations at specific checkpoints on your website, answering frequently asked questions, and providing support during the purchase are all examples of workflow optimization. Customer service representatives can then focus on more difficult tasks. Even if a chatbot is unable to solve a problem, it can direct customers to the proper agents.


9. Customize on Demand:

The most essential benefit of Conversational AI is that it allows you to customize your bot: knowing your customers, their needs, and being able to give solutions that are suited to those needs will set you apart from the competition.

10. Address customers in their language:

Even though English is one of the most widely spoken languages on the planet, AI chatbots can relate to a wide audience and empathize with people from all over the world because of their capacity to engage in multiple languages.

The future belongs to conversational AI. The next step is to provide the groundwork for consumer involvement, with a focus on developing exciting conversational interactions.


To give an outstanding customer experience, conversational AI should be used to develop a system that understands regular, informal, or a hybrid of both requests.


Curious how Entrans can assist you in creating high-quality customer experiences through chatbots? Please contact us right away.