Delivering winning customer experiences using AI and machine learning is a priority for 55% of CX leaders in 2022, according to digital research and advisory platform Ecosystm.
At the simpler end of the scale these solutions might take the form of a chatbot that can handle basic questions from trained data sets, and free-up customer service agents to answer more in-depth inquiries.
At the most advanced end of the scale is Conversational AI. Conversational AI has the power to emulate almost human-like conversation, to go back and forth with new information in an extended exchange and to resolve highly complex customer queries.
It holds massive potential for delivering personalised customer experiences at scale and in an ideal world a successful Conversational AI solution will drive impactful experiences for customers, agents and the company brand.
But all too often companies fall into the trap of starting their Conversational AI project by buying new technology, without truly understanding the outcomes expected and where it fits in with their larger CX vision.
To help companies avoid some of the more common pitfalls and understand how they can implement successful Conversational AI projects, Datacom commissioned the whitepaper “How to get your Conversational AI project right” from Ecosystm – available to download for free.
The whitepaper shares insights into CX leaders’ priorities and goals for AI and machine learning solutions in the ANZ region, defines the different AI options for CX from basic to advanced, and outlines eight key considerations for companies selecting a Conversational AI solution.
“How to get your Conversational AI project right” also details the key rules companies need to take to ensure they are designing effective Conversational AI solutions:
- Define how it fits within your organisational priorities.
- Listen closely to the conversations between agents and customers.
- Build in-depth dialogue.
- Create a rigorous testing process.
- Ensure a seamless transfer to agents and other channels at the right time.
- Integrate your knowledge solutions within Conversational AI.
- Work with design experts.
- Find the right AI partner.