Conversational Customer Engagement The Ultimate Guide

Our communication preferences are much different today than they were just five years ago. People barely want to call or email with friends and family anymore, let alone businesses. Moreover, businesses can take advantage of WeChat’s secure network of connected users.

Conversational AI has a wide range of applications where it can handle customer inquiries, provide personalized assistance, and improve your team’s efficiency. Conversation AI also provides text-to-speech dictation and language translation. It can help users navigate websites or apps even when they can’t type or know the language you provide your services. Conversational AI has become a great convenience for various kinds of users.

Assist Your Customers in Real Time

Put together, next-generation customer service aligns AI, technology, and data to reimagine customer service (Exhibit 2). That was the approach a fast-growing bank in Asia took when it found itself facing increasing complaints, slow resolution times, rising cost-to-serve, and low uptake of self-service channels. Your product should (hopefully) provide an amazing customer experience and improve people’s lives in its own particular way.

• This is where having an integrated customer communications solution can really pay dividends.
• Because messaging conversations happen in near real-time between two people, they are more like “conversations” than communications through a channel like email.
• Conversational AI tools aim to solve user problems and provide a human-like experience.
• This knowledge enables banks to effectively personalize future transactional and promotional messages, creating a more tailored experience for the customer.
• Many bank clients who fall victim to payment fraud or online theft close their banking accounts.

You can also use chatbots to enroll customers into a loyalty program. Leverage customer interaction to strengthen ties with them, minimizing their resolution time. AI-powered Business Intelligence can analyze consumer behavior and ticket trends, helping you to track common challenges and make data-driven business decisions, such as how to satisfy demand. This conversational customer engagement includes offering quick resolutions within the predefined solutions, as shown below. The emergence of conversational interfaces like ChatGPT caused a massive interest in conversational AI. However, although users are eager to play with intelligent agents and language models, some are still quite apprehensive about using them to solve more severe problems.

Use Cases for Conversational Customer Engagement

We asked some of the world’s fastest-growing companies to find out. Promotions and upsells can provide the low-hanging fruit of customer engagement, but only if you leave the snake-oil tactics at the door. Avoid saying things like, “We’ve spent the last month restructuring how our export functionality works.” Instead, focus your message on what your customers can now achieve. Saying something like, “Exporting reports is now automated which will save you heaps of time.