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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

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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


2022 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
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.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 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.

4.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

8.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.) 
OpsTel Services

SPEED
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 Performance Monitoring

10.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

11.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
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

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