HOW CONVERSATIONAL AI CAN DRIVE PRODUCT KNOWLEDGE TO CUSTOMER BASES
COMPUTERS LEARN TO SIMULATE HUMAN CONVERSATIONS BY ARTIFICIAL INTELLIGENCE
What is Conversational AI?
Conversational AI is the capability of a computer program to engage in natural language human-like conversations. NLP or Natural Language Programming is the science behind an AI conversation. The recent improvements focus on key conversational indicators such as intent and context and increase the simulation of a human-like conversation. There can be many forms of conversations that can be created between computers and people. In particular, narrow AI, a form of specialized AI can be trained on everything a customer needs to know about a product application. Not relying on traditional phone and email sales & support means that consumers can obtain the exact content they are looking for in within customer attention span limits.
The Problem Conversational AI Can Solve
Companies can develop great products, but rarely can all functions can be explained properly to end-user customers. This means that a portion of product development functions and features, as great as their R&D teams created them, will go unused because companies are limited in resources to deliver product knowledge. Also, users have limited attention spans to listen to all of the product content. Currently, product explanations have been limited to instruction manuals, how-to videos, and web pages. All these require users to spend considerable amounts of time searching for information, reading, watching or listening to unrelated content. And if they have questions, there’s always the customer support line which requires lots of patience for long hold times. As customer attention spans expire, so does their product interest.
Engage Customers at Every Step, with Speed and Volume
As traditional product knowledge web-pages, videos and how-to-manuals require users to figure everything out on their own, Ai can engage customers at every step. AI can respond directly to the users’ requirements precisely at the moment they need it and can avoid showing unwanted content at the wrong time. This drives customer satisfaction, increased product adoption, and ultimately increased sales at a much lower cost than by traditional phone and email product support.
Conversational AI can proliferate product knowledge to thousands and even millions of customers within minutes through a conversation interface platform. Early adopters can gain a significant advantage over their competitors by being able to proliferate knowledge at much faster rates and magnitudes. Companies that rely entirely on physical customer visits, webpages, how-to videos, as well as email and phone sales & support will be disrupted by AI.
Designing an AI Conversational Dialogue
Just like with people, not all AI conversations have the same capabilities. Basic design flows can offer very little knowledge and can frustrate customers. Designing a successful conversational flow requires a combination of coding talent and knowledge of customer behavior in order to merge the AI application with human behavioral tendencies. For any AI conversation to be effective, the AI must have perfect product knowledge and perfect timing to deliver the right knowledge at the right time.