Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

How to Deploy Successful Conversational AI Projects - Sestek - ContactCenterWorld.com Blog

How to Deploy Successful Conversational AI Projects

In the past few years, advances in artificial intelligence led to the widespread use of Conversational AI. The rise of the technology continues thanks to its successful use cases in both consumer and enterprise applications. According to Research & Markets, the Conversational AI market generated $3 billion and is predicted to reach $15 billion in 2024, advancing at a 30% CAGR.

The Rise of Conversational AI

The rising demand for AI-powered customer support services, positive return on investment (ROI) for companies deploying Conversational AI solutions, and an increasing number of solution providers in the market are effective in this growth. So, the adoption of AI in the enterprise sector is increasing. According to Gartner, 31% of CIOs have already deployed conversational platforms, representing a 48% year-over-year growth in interest. Conversational AI is implemented across various use cases, including customer service, sales support, human relations, employee engagement, customer engagement, retention, and more.

What does Conversational AI Offer?

Today’s customers expect smooth journeys. They want to interact with brands easily, at any time, at any channel; contact centers, chatbots, messaging apps, smart assistants. And while doing this, they expect to be understood fast. They want to be understood before they open their mouth. They want to be understood not only by humans (customer reps) but also by machines. The answer to this expectation is Conversational AI.

Natural Human-Machine Interaction

Combining technologies like natural language processing (NLP), speech recognition, and text-to-speech, Conversational AI enables smooth interaction between customers and machines. The technology allows customers to naturally interact with systems in their own words via speech or writing. Conversational AI provides a personalized and enhanced experience for customers. Customers can complete various tasks simply by speaking to systems as if they are speaking to a human.

Reducing Costs and Enhancing Experience

Keeping costs minimum while offering high-quality customer service is among the biggest challenges that businesses face. Conversational AI automates routine customer service tasks by allowing customers to self-serve. This helps companies reduce operational costs while increasing efficiency. Offering enhanced customer service also provides an effective differentiation tool for businesses. Conversational AI leads to higher customer satisfaction and greater customer loyalty. This means a sustainable competitive advantage and a positive brand perception from customers.

3 Steps of Conversational AI Deployment

Deploying Conversational AI for the sake of “everybody else is doing it” might be the worst thing you can do for your business. Boston Consulting Group’s latest study shows approximately 70% of organizations fail in their attempts for digital transformation. You will need a well-thought strategy before you take any action. Following the steps below might help you build and implement a result-oriented conversational AI strategy.

Step 1: Set your end goal

So, you are not implementing Conversational AI to jump on the bandwagon. Then, try to discuss within your company (within your team) the following questions:
⦁ What do we want to achieve with implementing AI? What is our end goal?
⦁ How can AI serve our business objectives?
⦁ What are the main pain points of our customers that we think AI can help solve?
⦁ How will this solution help them?
⦁ How can we set up KPIs to monitor progress?

Step 2: Select the right vendor.

Developing AI solutions within your company will take a serious amount of time and effort. When there are AI vendors working on these solutions for more than decades, it would be wise to get some outside help.

But choosing the right vendor is important. While deciding on the technology provider, make sure that they have the following capabilities:

⦁ Technology and industry-specific expertise
⦁ UX-oriented approach
⦁ Competence in professional services

Step 3: Phase the plan

Prepare
⦁ Bringing together your team with your technology provider’s team to determine requirements.
⦁ Prepare checklists on specifications, installation requirements, and KPIs beforehand.

Test
⦁ Testing technology specifications to see if specifications are implementable in practice.
⦁ Launch internally before offering it to your customers to complete user and security testing and apply necessary fixes on time.

Monitor
⦁ Now your project is live, and your customers can start interacting with your solution.
⦁ Monitor customer behavior and get as much feedback as possible to detect improvement needs.

Evaluate
⦁ The success of any project depends on objective performance evaluation.
⦁ Continuously monitor and analyze your efforts to measure the effectiveness of the solution and define your next steps for improvement.
⦁ You can use Conversational Analytics tools such as Speech, IVR, and Bot Analytics for an in-depth evaluation.

To learn more about leveraging self-service automation and enhancing the customer experience with Conversational AI technologies, download our “The Conversational AI Playbook” by filling the form below.

Source: https://www.sestek.com/2021/04/how-to-deploy-successful-conversational-ai-projects/

Publish Date: April 1, 2021 5:00 AM


2021 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from Sestek

Recent Blog Posts:
How to Deploy Successful Conversational AI ProjectsApril 1, 2021 5:00 AM
Transformation of Driving Experience: Tips for Implementing Conversational AI in Automotive IndustryMarch 9, 2021 5:00 AM
The Pillar of a Successful Conversational Journey: Speech RecognitionOctober 10, 2020 5:00 AM
Reducing Customer Complaints with Speech AnalyticsAugust 12, 2020 5:00 AM
Gartner Recognizes Sestek’s Speech-to-Text TechnologyMay 13, 2020 5:00 AM
How does Conversational AI strengthen your business in tough times?May 4, 2020 5:00 AM
AI: The Secret Weapon for HealthcareMarch 28, 2020 5:00 AM
A New World Without Artificial Stereotypes and Biases with Artificial Intelligence: Why Not?February 7, 2020 5:00 AM
What will 2020 bring to conversational AI?January 23, 2020 5:00 AM
Vital Steps To Get The Best Out Of Speech AnalyticsNovember 25, 2019 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 135 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =