Articles/Perfecting The User Experience (UX) With Conversational AI

Perfecting The User Experience (UX) With Conversational AI

As a society, we are entering a new, innovative world of technology. Businesses are adapting and conforming to the direction of new technological advancements. 

Consumers are already interacting with Conversational AI (CAI) bots on a daily basis, whether it's changing their phone plan or cancelling their travel plans. Customers now have a seat at the table. They have the ability to influence how companies engage with them and its exciting!

Staying on top of the game

Businesses must remain one step ahead, offering various solutions to customers even before they are aware that there is an issue.  "Nearly 90% of respondents reported that they have recorded measurable improvements in the speed of complaint resolution”, while over 80% have acknowledged the enhancement of call volume processing using AI technology (MIT Technology Review). 

It is important for businesses to maintain support amongst their consumers during a time where there are constant changes in their communication technologies. According to Salesforce, almost 60% of customers are open to companies using AI to enhance the user experience (UX). 

We live in a fast-paced world where customers can easily switch to a competitor when their needs are not met. It is becoming increasingly more important that corporations maintain these relationships in order to stay on top of the game and preserve customer loyalty.  

CAI technology supports businesses to adapt to new consumer expectations. Customers must feel acknowledged and that they are being understood to maintain loyalty and trust with a brand. Understandably, customers don't want to continuously repeat themselves when attempting to contact you regarding an issue. Indicating that your support team should not only resolve issues but also collaborate internally to speed up the resolution process. In turn, this allows customers faced with similar issues to have a quicker response time when they call next.

Adapting to the new digital game

How we communicate with customers is often dictated by outside forces. 2020 saw customer service undergo an unprecedented shift in customer support.  Customers were often left unattended, dissatisfied with the support they received.

The modern customer’s expectations have outgrown patience and tolerance, they have seen first-hand how automated conversational AI can instantly and effectively cater to customers.

They have observed the changes occurring around them. Conversational AI, whether it be chatbots, voice-activated assistance and many other conversational platforms have quickly become more approachable and accessible amidst Covid-19.

In an era where personal interaction is no guarantee, the concept of online, automated communication is becoming less foreign. The far fetched technologies, that many of us thought of as the future, quickly become the present.

Over 70% of consumers agree that brands should leverage technologies to reduce the amount of time that it takes to resolve a customer enquiry or issue. For customers, in-efficient and outdated customer service practices are simply not acceptable, they know what's possible and will not settle for anything else.

Data Insights to Forecasting What Consumers Want 

The ability to forecast consumer demand accurately has never been more critical in this fast-paced digital world. Nonetheless, conversational AI can play a significant role as an all-around powerful tool to anticipate trends in the near future. 

As experts predict, within the next 5 years, our current understanding of what consumers want will become outdated once AI is used mainstream. 85% of business relationships will be managed without human interaction. An interesting scenario is that brands will act as personal shoppers for consumer needs, planning their shopping routines and purchases for them. Everything is just one click away.

Predicting how we should perfect the user experience (UX) within the next few years is critical. 67% of customers say their standard for good experiences has been higher than ever. The technologies available have raised customers expectations to such a level that businesses need to catch up, or they will be left behind. The sooner companies start embracing and taking advantage of their data, the more time they can spend creating a fluid, intuitive, and responsive consumer journey.

Lastly, as we embed technologies to help us strive, companies have the opportunity to be more human. Companies will have more time and resources to improve their shortcomings and service offerings to win consumers over.