Conversational interfaces have the secret of winning the heart of customers through the power of humanization. As the number of voice assistants increases, it has become essential to have a voice and personas, which is more lifelike. In this century, AI has matured and reached the level where it’s impossible to know the difference between humans and bots.
To understand what’s the role of conversational AI in the mobile app sector and how it has become the future of mobile apps, let’s know about conversational AI.
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What’s Conversational AI?
A type of AI, conversational AI enables softwares to interact with users most naturally by using written or spoken language. This technology can communicate like humans by recognizing speech and text, recognizing speech and text, and understanding intent.
In other words, conversational AI is a programmatic and intelligent method of providing a conversational experience to mimic conversations with real people via digital and telecommunication technologies. The best conversational AI provides results, which are indistinguishable from what could have been delivered by humans.
It is generally known as a computer program designed to communicate with users via speech, text, or visual interactions. It uses any medium for bi-directional communication such as apps, websites, virtual agents (chatbots or voice bots), social platforms, and messenger platforms. The main objective of this technology is to gain information, complete tasks, and execute transactions.
According to the report, “By 2022, 70% of white-collar workers will interact with conversational platforms daily.” From the same source, “It is expected that people will have more conversations with AI bots rather than their spouses in the upcoming years.”
The technologies behind conversational AI platforms are automatic speech recognition, Natural Language Processing (NLP), Advanced dialogue management, and Machine Learning (ML).
Google Assistants and Siri are two prime examples of voice conversational AI. Speaking of different conversational AI versions, various organizations usually implement Chatbots, Voice Assistants, Mobile assistance, and Interactive voice recognition systems.
Conversational AI vs. Traditional Scripted Chatbots
There’s a big difference between both technologies, i.e., conversational AI and traditional scripted chatbots. Let’s know what that is.
Traditional Scripted Chatbots: It claims to possess conversational capabilities, but a human has to write scripts and dialogues. Developers need to code to chatbots what to say in response to exact keywords and train them for every foreseeable scenario. The chatbots recognize the words or phrases in questions; after that, they will respond with pre-written answers for those questions. In short, the chatbot owner needs to put in a lot of work to meet users’ expectations that can make it real.
Conversational AI: AI chatbot needs conversational AI. It’s a pretty different and enhanced version of traditional scripted chatbots. It is based on the principle in which humans remember what they are talking about from one response to another. Similarly, a conversational AI chatbot retains the context throughout an entire conversation. Since the conversational capability is built into the software; therefore, nobody writes the scripts. Conversational AI can engage in dialogues with customers or users about any topic. All you need to provide data to build the conversation.
Insights of Popularity of Conversational AI
- According to a Capgeimini survey report, over 10,000 customers reveal that a vast majority started using the technology in the last two years.
- Over 128 million people in the U.S. used voice assistants in 2020, up 11.1% from 115.2 million in 2019. It represents 44.2% of internet users and 38.5% of the total population, as per the eMarketer research report.
The AI-driven conversation is behind the popularity of conversational AI. Talking about mobile apps, they lack personalization and have clunky tech rollouts comparatively conversational AI.
Mobile apps help tell push notifications about seasonal sales or special deals and tell about the reminders. However, these notifications and reminders are one-sided and pushy salesmanship. It often turns off users. Here’s why: over 50% of app users find push notifications annoying, as per the report.
What’s more, the emergence of conversational AI provides an opportunity for a fusion of rich data, advancing AI, and NLU (Natural Language Understanding) conversational technology to deliver a hyper-personalized experience to users.
Two-sided conversation, personalization, convenience and speed, this is what is expected from conversational AI and it plays a vital role in customer engagement, let’s see how.
Conversational AI enhances customer engagement, Here’s How
Here’re some points that will let you know how conversational AI has become an excellent engagement tool.
Personalization experience
Conversational AI ensures a personalized and seamless customer experience. According to a survey report, 96% of customers said that it’s easier to return and pick up customer support where it left off with this technology. Previously, this percentage was less. In short, conversational AI provides personalization along with comfort.
Consumers’ satisfaction stays high.
The key reason behind the popularity of conversational AI is to save time, as it provides the fastest way to improve work performance. Chatbots technology has completely changed the way brands interact with customers. Organizations report a reduction of up to 70% in call, chat, or email inquiries after implementing a virtual assistant, according to the report from Freshdesk. It is also reported that increased customer satisfaction and 33% saving per voice engagement. Hence, we can say that conversational AI has proven to yield good results in every field.
Less staff required
Automation is another significant benefit that conversational AI encompasses. Instead of hiring additional staff, bots can much do for businesses. As per the Wall Street Journal report, it is said that the company had not hired any new agents after implementing conversational AI technology.
Therefore, rather than organizing your business with old tools, conversational AI can give your business a chance to start a business with bots that can learn both from your staff and from the patterns in customer engagement. All your business needs to ask a bot to find out solutions for you.
Bottom Line
Conversational AI serves as a personal assistant in an app with enhanced NLU technology, seamless integration with business and consumer data. This way, conversational-driven apps deliver hyper-personalized content in a more human-centric and conversational interface.
If you want to share your thoughts on conversational AI, you can comment below.
Author Bio – Hardik Shah works as a Tech Consultant at Simform – a dedicated team of app developers. He leads large scale mobility programs that cover platforms, solutions, governance, standardization, and best practices. Connect with him to discuss the best practices of software methodologies @hsshah.
