Want to get better marks for customer service? Improve your chatbot. One of the biggest trends right now in AI development is making chatbots more user-friendly and “real.” This really isn’t just a nice-to-have. It is a must-have if you want to maintain a competitive edge in today’s marketplace. This is done through a technology called conversational AI.
How Conversational AI Makes Chatbots Better
As you probably know, a chatbot is an artificial intelligence software that can answer customer service questions, typically through your website. You can also use this same AI technology with telephone systems.
From Facts to Personalities
The first chatbots were pretty rudimentary. They might be able to answer simple questions with certain factual answers, but these artificial customer service agents did not have much personality or nuance.
Users can find these types of chatbots frustrating or annoying. They can tell they are not talking to a real person, and they may not get their real question answered.
This is why some personality has been added to chatbots and AI, and why we have names for our artificial helpers, like “Siri,” “Cortana,” and “Alexa.” It makes them seem more real, more friendly.
Machine learning is a way for artificial intelligence to “learn” like humans do, and thus evolve and become better at what they do. Thus, machine learning developers have been looking for ways to improve chatbots with conversational AI to make them more user-friendly and “real.”
Enter Natural Language Processing
Natural Language Processing (or NLP for short) is an advanced AI technology that teaches computers how to process and respond to human language in a more natural and intelligent manner.
NLP (not to be confused with “Neuro-Linguistic Programming,” which is a self-help technique taught by Tony Robbins) is now being used to make chatbots more human with conservational AI.
A “transactional bot” can help you with simple things such as “what is my bank account balance” but without NLP, it could get hung up on more complex questions.
AI developers are using NLP to help customer service chatbots better respond to complex questions, such as, “How can I change my flight due to a family medical emergency” or “I forgot my password and I cannot access the email address this account was tied to.”
Conversational chatbots could also help customers by proactively contacting them to get more information, such as when more information is needed to properly file a medical health insurance claim.
With customers becoming more impatient at long telephone hold times, chatbots with conversational AI abilities can both make customers happier while saving costs for companies. Win-win!