Introduction To Conversational AI


February 7, 2022

Introduction To Conversational AI

What is Conversational AI?

Imagine a smart assistant communicating and empathizing with your customers, understanding their requirements and assisting them accordingly. Unlike menus, touchscreens, or mouse clicks, a simple conversation like this takes a user closer to final action faster. And conversational AI can help you achieve this! Conversational AI refers to a type of artificial intelligence designed to help software understand and interact with people in the most intuitive way possible – using natural language. It enables businesses to deliver automated and personalized communication experiences using voice assistants, chatbots, and messaging apps.

An amalgamation of technologies like machine learning (ML), natural language processing (NLP), speech to text (and vice versa) recognition, user authentication, and intent and domain prediction; conversational AI is changing the face of Human-Computer Interaction (HCI). Integrating conversational artificial intelligence across automated customer-facing touchpoints can eliminate the need for page-hopping or a heavily click-driven approach to interaction. Instead of performing multiple actions and browsing through heaps of irrelevant information, customers can simply ask an AI-enabled bot to find what they need. Examples of companies utilizing conversational AI include AirBnB’s machine learning algorithm to discover and fuel in-app messaging intent, the State Bank of India’s personal banking bot (ILA), and Starbuck’s AI-powered ordering system.

Why is Conversational AI a global trend today?

Conversational AI’s adoption is being driven by a dual mandate. While brands need new ways to carve a larger share of the highly competitive marketplace, they also want to cater to customer needs. Conversational AI holds the key to achieving both objectives. It can change every aspect of when, where, and how brands engage with people. Conversations can be a short one-off request/response or part of longer-running customer engagement. Conversational AI empowers brands to deliver intelligent, superior and personalized customer experience. Businesses using automated conversations to connect with customers can easily extend that experience across multiple platforms, devices, and channels to cater to the entire user base. From websites and mobile apps to messaging platforms, social media, and voice-based assistants, conversational AI solutions can be deployed across all touchpoints to create a seamless customer experience. Apart from the fact that customers find conversational AI solutions more friendly and easy to use, there are various other reasons for companies to dive into this technology.

The scope of Conversational AI – Today, tomorrow

Conversational AI originated with chatbots built for specific tasks within a limited domain to provide basic responses embedded in the interactive framework. Since then, it has expanded to provide an abundance of services and callouts tailored to produce an enriched user experience (UX) via both voice and text commands. Continued advances in cognitive technologies are eventually making it possible to provide more accurate and relevant dialogues to customers, giving rise to increased use of conversational AI solutions for enterprise and B2B applications. Several organizations are launching conversation AI for all kinds of niche services. Today, bots can even answer questions about products and services, schedule appointments, and even direct users to additional resources – virtually eliminating the need for a human operator. Future iterations of conversational AI will assuredly provide personalized assistants (even in local languages) that both serve and predict user needs. Its greatest strength will reside in its ability to engage in human-like discussions across various scenarios. Consumers will increasingly communicate with businesses on their favorite chat platforms, just as they currently do with friends and family. At the same time, enterprises will need to be able to hold seamless, synchronous conversations with customers across channels!


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