5 Ways Conversational AI is Boosting CX and EX

Paula Quiroz

2 years ago

Conversational AI solutions in the form of chatbots or virtual agents are enabling enterprises to shift simpler tasks and requests to digital labor, allowing their human workforce to focus on tasks that require human involvement.

This week, Aragon Research published its second Aragon Research Globe™ for Conversational AI, 2022.

In this report, Aragon Research identifies twenty major providers in the conversational AI market.

The providers evaluated in this Globe report include [24]7.ai, Ada, Aisera, Amelia, Avaamo, AWS, Cognigy, DRUID, Google, IBM, Kore.ai, LivePerson, Microsoft, Omilia, Oracle, Replicant, The Evolved Group, UIB, Uniphore, and Yellow.ai.

The report states that Conversational AI adoption has continued to expand throughout 2022 as enterprises embrace solutions provided by technology providers trying to keep up with the demand for intelligence-powered conversational solutions across industry verticals.

The Evolution of Conversational AI

Initially, AI chatbots were introduced with an abundance of enthusiasm, which was almost immediately followed by dissatisfaction. The AI technology just wasn’t mature enough to enable conversations to be fluid and dynamic.

Since then, there have been major improvements in AI software algorithms and the hardware that power them.

The result: modern AI chatbots have the ability to identify and keep track of multiple intents within a sentence and refer back to them throughout an entire disjointed, multi-threaded naturalistic conversation.

Thus, enabling chatbots to provide a more human-like contextual understanding–providing real intelligent conversations between people and machines.

What are the Use Cases for Conversational AI?

Conversational AI solutions are being successfully deployed for an increasing variety of use cases across various vertical markets to improve customer experience (CX) and employee experience (EX).

Some examples of successful key employee and customer-focused use cases are:

eCommerce

Virtual agents are being deployed as personal shopping assistants on eCommerce websites.

Marketing

Chatbots can interact with visitors on a website and gather contact info to generate leads and schedule meetings.

Healthcare

Chatbots being used in telehealth has taken off, providing everything from scheduling and prescription refill assistance to medical guidance in specific use cases.

Internal Support

Chatbots are being used internally to support employee inquiries in areas such as HR benefits, IT support, and facilities.

Customer Support

Virtual agents are becoming increasingly popular in helping customers with product or service questions.

The Key to Success

The key takeaway for success in implementing a modern conversational AI chatbot is to use profile and history information to optimize customer and employee experience, as well as design the chatbot to solve a specific use case.

The best, most effective chatbots are those that can focus on one thing and become a domain expert in that area. If you need chatbots to span multiple use cases you should create multiple chatbots, each with their own area of expertise.

To learn more about choosing the right conversational AI solution for your organization, schedule a complimentary inquiry with our lead analyst, Craig Kennedy.