Conversational AI describes technologies that enable automated, human-like interactions between ourselves and machines. We interact with computers that use Natural Language Processing (NLP) and Machine Learning (ML) to interpret meaning and provide useful responses. We use our own language to express our intent instead of using hierarchical menus.
Chatbots, Digital Assistants and Virtual Assistants are terms often used interchangeably to describe a user interface, i.e. a chat box on a website or a smart speaker, as well as the intelligence that drives the automated conversation. Chatbot is a general term but is often reserved for static interactions, such as a basic Q & A. “Digital Assistant“ or “Virtual Assistant“ is used to describe more complex interactions between a user, a sophisticated reasoning engine and back-end systems.
Conversational Automation is a term that distinguishes an informational experience from an experience that accomplishes an action on behalf of a user. Conversational automation walks a user through the steps required to check order status, initiate a password reset, file a support ticket or make a reservation, for example.
Deflection, Customer Effort, Average Handle Time, Customer Satisfaction NPS, Customer Resolution, Unhandled Intents
At the heart of the business justifications for Conversational AI are: Cost savings through smarter Automation and improved Customer Satisfaction through immediacy and relevance.