How Conversational AI Can Address the Challenges Faced by Customer Support – Insights from the CEO

Chatbots that deliver superior experience and power your customer engagement.

When Facebook acquired Ozlo, an AI start-up, in 2017 what followed next was a fast-paced Facebook where users enjoyed speedy and smoother interactions with brands.  AI powered bots are designed to deliver superior customer experience, increase transactional conversions from conversations with customers, while having a delightful conversation flow.  That’s why we built Sirius, world’s most agile conversational AI platform that automatically and instantly resolves your customers’ most common questions at scale.

What is a conversational AI chatbot and do you need one?

Conversational AI chatbots use artificial intelligence and machine learning to answer basic customer questions. These bots rely on a wealth of information and resources stored in your system to resolve customers’ queries. AI powered bots can recognize multiple forms of the same question and can be trained to give instant responses using your preferred voice and tone.

How is an AI powered bot different from a regular bot?

An AI-powered chatbot might differ from a simple chatbot. The main difference between a regular chatbot and a conversational one lies in the fact that the first is not capable of producing flexible and spontaneous feedback based on what the customer is talking about. Traditional chatbots are algorithms, containing a predefined set of answers. User: Hey, what time is your store open in New York today? Simple chatbot: Hi! We’re open until 8 pm today. AI Chatbot: Hi Jonathan! We’re open until 8 pm today. It’s snowing in New York, so dress warm! With a conversational AI bot, you can take this a step further by training it to proactively ask multiple choice questions and suggest queries as the users type. This ensures faster, more consistent support for your customers and fewer repetitive, transactional questions for your customer support agents.  

Consider adding an AI powered bot to your website with our handy checklist

1. You require multi-lingual support for your growing, global base of customers. 
2. You need support across multiple channels (website, app, social media etc).
3. Your support team is not present 24/7.
4. You’re looking to engage with your customers more efficiently.
5. You’re looking to increase sales and retention.
6. You’re looking to lower operational costs.

8 Major benefits of using a conversational AI chatbot for your customer service

A conversational AI chatbot saves 28% of expense from customer support management, saving teams 800 hours of work and even more for customers. (i) Multimedia support – An AI powered bot can make conversations engaging by sending media in different formats like videos, PDFs, images and tabular or pie chart reports. (ii) Guided conversations – The bot can initiate conversations by asking relevant queries to the user to keep the conversation flowing by employing advanced NLU technology. (iii) Engaging conversation format – The bot asks queries and answers in multiple formats, for instance, asking multiple choice questions to suggesting queries as users type. (iv) Quick deployment – AI powered chatbots can be deployed within 1 working day in any given environment for any channel and source. (v) Multimedia platform – A conversational AI chatbot allows your audience to chat on their favourite chat platforms including, Microsoft Teams, WhatsApp, Telegram, Facebook Messenger and any other mobile or web application. (vi) Easy integration – The bot can be easily integrated with existing IT environment from a simple and intuitive backend. It is designed to be integrated through a simple dropdown interface. (vii) Seamless Escalation – The chatbot is smart enough to seamlessly transfer full conversation histories to live agents so customers never have to repeat themselves. The results are higher CSAT and NPS scores. (viii) Sentiment Detection – The bot can detect when a customer is uncomfortable and escalate the interaction seamlessly to a live agent.

What are the results of deploying a smart bot? 

Companies that have deployed a conversational AI bot save up to $5.50 per concluded conversation, reduce handle time of 10% for interactions that were managed by agents and save up-to $7.75 for each call that was correctly routed.  The resolution of more routine interactions has shown to cut costs by up to 30%.  Cost reduction, customer preference and improved customer satisfaction all go together. Employee experience is also improved which leads to lower attrition rates. Training costs have been slashed since human agents are now assisted by a smart chatbot. Your customer conversations are more powerful when they are continuous, visually rich, and contextual. Make it happen with Sirius.  Whether you want product details, a demo, all you have to do is contact us.

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