Hybridize Your Live Chat with Conversational AI For Automated Personalization
We’re living in a digital-first era of communication, so you shouldn’t just broadcast messages but interact with your customers. These interactions need to be instant, always available and personalized for every individual. But, due to the huge scale of conversations happening online, live chatting feels difficult. You either must compromise on automation and spend a lot of money on managing a huge live agent team. Or, you can have bot automation to answer quickly but lose the human touch.?
However, the new-age conversational AI platforms are helping business leaders get over this dilemma. In this post, we’ll talk about a hybrid model of attaining conversational automation with AI bot and live chat combined.?
What's the difference between AI chatbots and live chat??
An AI chatbot can be described as a machine that can understand human queries and respond to them to provide answers or services. How extensively technology like AI, ML and NLP is used in building a bot conversation will determine its effectiveness.?
Live chat, on the other hand, involves real people talking to customers for a business. Customers will get an immediate reply from the other side if they have access to human agents.?
By combining conversational AI with live chat, you achieve 2 critically important things:?
Benefits of Having “Conversational AI + Live Chat” Combined?
Here’s what happens when you combine live chat and a conversational AI platform together:?
1. Boost the productivity of your agents?
With intelligent suggestions given by an AI chatbot, your live agents won’t have to answer the same questions over and over to multiple customers. They will be there to answer questions in unique situations only. This way, customers receive solutions faster, while agents’ productivity reaches new heights.?
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2. Open Conversations to All Channels?
When an AI bot can deliver an omnichannel experience, you can open customer conversations with your businesses across all channels – website chat, messaging platforms like WhatsApp and Facebook Messenger, mobile apps, and more. Human agents can monitor queries and requests coming from all channels and answer them right away whenever required.?
3. Enrich Live Chats with Multimedia?
Going beyond boring live chats becomes possible when you have an AI-powered virtual agent supporting human agents in real-time. The bot uses engaging, images, emojis, GIFs, links, videos, and other forms of multimedia to provide a rich conversational experience to users.?
4. Seamless Bot-to-Human Handover?
AI-powered agents are smart enough to detect all those queries where human intervention becomes necessary. It answers most questions and allows human agents to take over in real-time to handle highly specific and complex queries. Human agents get to see the whole conversational history in the backend and respond immediately to answer questions, close deals, or fulfil any other request.?
5. Personalize Conversations for Each Customer??
Conversational AI for live chat creates digital profiles of every customer in real-time to deliver a personalized experience. Added with the human touch of bot-customer-human agent conversation, this experience attains a whole new level of excellence. So, every customer receives exactly what they are looking for at any moment.?
Conclusion?
With digital communication becoming prominent in the new normal, it’s high time to have conversational AI for live chat for your business. The results will be visible in your customer outreach, customer engagement, digital marketing, and sales efforts. Not only will you increase your current business revenues but build a strong brand perception in the market for future impact as well.?
ORAI can be your ultimate partner for Conversational AI created for ‘Artificial intelligence chatbot + human-led live chat’ interactions with customers.?
Talk to us for any more questions, or simply Book a DEMO to see the hybrid live chat experience in action.?