Customer Care Conversational AI – According to IBM data, businesses spend $1.3 trillion on 265 billion customer service calls each year, generating costs for 1,3 trillions of dollars. 

These costs may be dramatically reduced thanks to Conversational AI Agents, that are playing a fundamental role in customer care evolution.

As IBM reports, real time interaction through Conversational AI increases customer engagement by 50% , reducing operational costs by 30% and increasing sales by 67%.

Furthermore, it is reported how chatbots’ implementation as sales virtual assistants is growing in parallel with the e-commerce growth.

Thanks to machine learning, chatbots are able to understand customers’ requests’ intent and context of conversation, providing instant response and personalized offers, within an augmented and guided sales experience.

conversational ai agents as “digital colleagues”

Using automated channels of communication, does not mean replacing human interaction, but supporting agents with “digital collegues”.
While conversational AI agents take care of a first level support, operators are in charge for the second level assistance, in case of need or customer’s specific request, thanks to the conversation’s handover feature.

In terms of customer experience, this means putting in place an interactive and friendly interaction, that is further distant from long waiting times at phone, waiting to speak with the first available agent.

Thanks to the reduction of repetitive requests’ workload, operators can focus on critical issues where human empathy, judgement and problem solving are requested.

Benefits are clear:

  • Real time fast response and problem solving
  • Waiting times cut off
  • Service costs reduction
  • Customer satisfaction and loyalty optimization
  • Scalability
  • Human intervention only in case of need

Additional benefits impact business processes’ efficiency, better customer experience, return on corporate brand image and increase of business revenues.

customer care conversational AI: choosing the right chatbot

Customer Care Conversational AI – According to Gartner, by 2022, 70% of white collars will interact daily with conversational AI platforms. This data is growing in parallel with millennials presence in the workplace and among customers.

Anyway, implementing a chatbot represents a business challenge.

Gartner reports more than 20.000 vendors on the market: the challenge is identifying the most performing solution, even in terms of AI governance and maintenance.

Gartner suggests to avoid failure risks of implementing in-house chatbot solutions, without data science or machine learning internal resources. Better outsourcing chatbots from external providers, that build and host chatbots.

Likewise, it is better to look for cloud solutions and SaaS – Software as a Service platforms, just like, that provide free upgrades and allow low maintenance costs.


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