![\"Text](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2020\/09\/textingphn.jpg\")
\nConversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Realizing the importance of transforming customer service or contact center operations and feeling the pressure to accelerate their digital transformation plans, many businesses have begun their automation journeys.<\/p>\n
Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year.<\/p>\n
What should business leaders take into consideration when evaluating Conversational AI solutions in order to increase their chances for success?<\/p>\n
What to Look for in a Conversational AI platform:<\/strong><\/p>\n Ease of Use \u2013 For Any User<\/strong><\/p>\n Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Enabling non-technical users (business users) to help build conversations, rather than only developers and conversational architects and designers, will add greater insights and perspective into end-user experiences. A broader team of users will also tackle the urgency of getting started, scaling and changing strategies faster.<\/p>\n A Platform to Handle Complexity<\/strong><\/p>\n Customer service teams and contact centers have specific needs when considering new technology solutions. They need to support\u00a0integrations with\u00a0internal applications,\u00a0session\u00a0routing,\u00a0speech-to-text and text-to-speech,\u00a0and\u00a0visual IVR. Selecting enterprise-grade Conversational AI platforms will\u00a0meet these requirements, overcome legacy system challenges, and open new doors for future innovation.<\/p>\n Multi-Lingual Capabilities<\/strong><\/p>\n In today\u2019s global environment, it\u2019s important to consider customer service tools that support bots in multiple languages.\u00a0Bot platforms should have out-of-the-box Natural Language Processing (NLP)\u00a0in enough languages and variants to support your customers\u2019 needs. Automate translated conversations across\u00a0channels, and\u00a0incorporate fallback languages and local culture dynamics to communicate with your customers in the most natural way.<\/p>\n Accurate NLP<\/strong><\/p>\n Natural Language Understanding (NLU) is a core component in any Conversational AI platform. Essentially, it is what makes a Virtual Agent smart. A powerful NLU engine\u00a0achieves\u00a0a high level of\u00a0accuracy\u00a0in\u00a0understanding user inputs\u00a0and knows exactly how to respond. A\u00a0state-of-the-art\u00a0NLP\u00a0helps\u00a0business users and developers\u00a0stay focused on improving the NLU process and get significantly better results with less work.<\/p>\n Omni-channel and Voice Functionality<\/strong><\/p>\n COVID-19 has created urgency in shortening the time-to-ROI for Contact Center Automation. Customers today expect a seamless omni-channel experience, whether on WhatsApp or a web chat or a phone call, and they want responses fast. An effective Conversational AI tool should plug into existing contact center solutions and enhance the standard capabilities with AI-driven technology. Particularly with voice channels, reducing call volumes into call centers, is a priority. Look for a turnkey, scalable solution for Contact Center Automation that allows customers to find answers to their questions before reaching a human agent.<\/p>\n Not all Conversational AI platforms are created equally. By aligning your existing requirements and wish list features with the right solution, your organization will not only improve customer service nd CX, but also accelerate time-to-ROI and pave new ways for future growth.<\/p>\n About the Author<\/strong><\/p>\n Jessica Gopalakrishnan is the Senior Director of Marketing at Cognigy<\/a>.<\/p>\n What should business leaders take into consideration when evaluating Conversational AI solutions? Jessica Gopalakrishnan, Senior Director of Marketing at Cognigy explains..<\/p>\n","protected":false},"author":503,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[123,199],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/22039"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/503"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=22039"}],"version-history":[{"count":11,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/22039\/revisions"}],"predecessor-version":[{"id":22054,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/22039\/revisions\/22054"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=22039"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=22039"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=22039"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Jessica](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2020\/09\/Jessica-Gopalakrishnan.jpg\")
Cognigy\u00a0is a global leader in conversational AI automation for contact centers. Its low-code platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice- and chatbots. Start a free trial of Cognigy.AI at\u00a0cognigy.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"