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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.

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


2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Sestek

Recent Blog Posts:
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021
How to Deploy Successful Conversational AI ProjectsApril 1, 2021
Transformation of Driving Experience: Tips for Implementing Conversational AI in Automotive IndustryMarch 9, 2021

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