Conversational AI (Chatbots)

Every day you learn a new buzz word and Conversational AI (Artificial Intelligence) or Chatbots is one of them. Technology is evolving faster than ever before and creating new ways for businesses to interact with their clients. Conversational AI (chatbots) is the new way of automating communication between a business and its clients.

A chatbot (Bot) is an Artificial Intelligence (AI) software that can simulate a conversation or a chat with a user through messaging applications, mobile apps, websites, or the telephone. Bots perform tasks that are both simple and structurally repetitive, at a much higher rate than would be possible for a human alone. Read more here.

One of the biggest advantages of implementing chatbots is 24/7 availability and instant response. Clients are interacting with your business all day and not just during your working hours. It is therefore crucial to avail support even after work hours. The proliferation of social media platforms is also straining organizations that have to be present on 2 or more social platforms to cater to their client base.

ChatGPT a new chatbot by Open AI launched late in 2022 has been making headlines for a while. Microsoft has incorporated it into its search offering. Google has also launched its own variant called Bard. These are interesting times as we witness a new shift in technology and how we consume search information.

Why implement Chatbots?

1. Instant response for clients.
2. Greater customer satisfaction and engagement.
3. Automation of repetitive work/ queries.
4. Available 24/7 even after work hours.
5. Cost Savings.
6. Lower cost of doing business.
7. Consistent brand interaction.
8. Cut down on Errors.
9. Endless Patience (chatbots do not get tired).
10. Analytics and optimization.

Conversational AI can be deployed in any industry where automation of client interaction is needed. Some of the industries spearheading the implementation of this technology include;

• Telecommunication
• Financial Sector
• Insurance
• Retail
• Airlines
• Hospitality

Use Cases

Below are a few use cases to guide you in your journey to this new technology.

1. Customer service.
2. Self-service user onboarding.
3. Answer FAQs.
4. Book Tickets.
5. Process Orders.
6. Track Orders.
7. Sales.
8. Marketing.
9. Omnichannel Customer Experience.
10. Schedule Appointments.

At?iSon Xperiences?we pride ourselves in helping both large and small organizations implement chatbots and remain more competitive in the new digital landscape.

Airline Use Case - An airline client can automate the booking of tickets. This improves the customer experience while enabling the airline to maintain a lean team and achieve its objectives.

Telco Use Case - Chatbots and RPA to augment customer service function for more than 900 agents. This decreases the time to resolve issues and saves average handling time by at least 1 minute per agent.

Saving 900 minutes (900 agents x 1 minute saved daily) a day for the telco translates to a saving of 15 hours of handling time per day. If we assume a cost of $200 dollars per hour for handling calls, then we get an annual saving of $1,095,000 ($200 per hour x 15 hours per day x 365 days per year). This is a massive saving that can be invested in the strategic growth of the business.

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