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Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI Solution - Sestek - ContactCenterWorld.com Blog

Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI Solution

Conversational AI has become the driving force behind digitalization projects. Businesses use this technology to automate customer-facing touchpoints on any channel. Conversational AI reduces costs and increases efficiency by automating repetitive tasks and allowing human agents to focus on more crucial tasks. Besides, enabling customers to engage with technology in a much more natural way ensures an enhanced experience.

One of the biggest challenges that companies face when building or buying a conversational solution is intelligence. An intelligent system can offer a human-like conversation and understand multiple ways in which the same information is being phrased. The intelligence of a conversational AI solution relies heavily on the design of the dialog flow. This flow is the brain of the solution. But also, as important as the brain, is the user experience. Here are four hints to design a smart conversational AI solution.

1. Know Your Audience
To understand your customers’ expectations, you need to know where they are coming from. Try to define your audience by considering their demographics, such as age, gender, profession, geography. Try to answer these questions: Who are they? Students or employees? Which age group(s) do they belong to? What are their habits? How about their language and tone? What kind of sentences would they use? Would they prefer short and direct communications, or would they enjoy longer conversations? Be familiar with the way they speak; the phrases and slang they use. Also, consider their preferences and habits. Knowing all these details helps you design conversations that your customers can easily engage with and be happy with the result.

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2. Intent Recognition is Vital
Offering a system that answers simple FAQs is not enough for today’s customers. Customers want to say simply what they want and to be understood by the systems. They don’t want to lose time with detailed queries. So, businesses need to offer solutions that not only understand what customers say but also understand what they mean. And this is possible with the intent recognition technology. This feature understands the meaning behind customer queries with high accuracy. If a query is ambiguous, the AI will ask additional questions to make sure. This results in a human-like dialog between customers and machines.

3. The Heart of The Conversation: Dialog Flow
To ensure a natural and smooth dialog, you should build conversations that sound more human and less machine. While building your dialog flow, focus on language details. Consider your audience, the language, and the tone they use every day, and build your dialog flow accordingly.

Make sure that you keep the conversation short by only asking the necessary questions. Keep the prompts short, and don’t confuse your customers by offering multiple options at once. Be concise. Don’t reply with ten lines of information when two will do. Never forget that customers might change their minds during a dialog and ask for something totally different from what they had initially asked for. You should be ready to interpret these changes and instantly adapt to them.

4. Respect Your Customers
Customer satisfaction must be at the center of your dialog design. Customers always prefer to interact in their way. So, you shouldn’t force them to engage in your standard format. Let them be free to choose. When engaging they can use formal language or everyday language. And your AI solution should be able to adapt. This is possible with NLP-based conversational solutions.

Time is the most valuable asset. Respect your customers’ time. Offer solutions that smoothly integrate with different channels. By doing so, you can save them from repeating themselves whenever they change their engagement channel. Build a system that can pick up the dialog from the channel your customer left off. In short, put yourself in your customers’ shoes and design conversational AI solutions that you would enjoy interacting with.

Learn More
To learn more about designing smarter conversational AI solutions, download our “Conversational AI E-book” by filling the form below.

 

Author: Çağrı Doğan, Accessible Products Consultant, Sestek

 

The Conversational AI

 

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.

Source: https://www.sestek.com/2021/05/making-conversational-ai-smarter-4-hints-to-design-an-intelligent-conversational-ai-solution/

Publish Date: May 25, 2021 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from Sestek

Recent Blog Posts:
The Evolution of Machine Learning: Explainable AIJuly 13, 2021 5:00 AM
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021 5:00 AM
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
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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
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