How Conversational AI Enhances the Buyers’ Journey

PURVA MISHRA | June 23, 2021

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Customers feel connected when they have a one to one conversation with the seller. It makes the product/service look promising and convincing to them. But it is impossible to provide one on one interaction to every buyer. It requires a bounty of staff and resources. And God forbid if the product/service does not succeed, all efforts go down the drain. Thus, there should be a permanent solution to provide personalization to the buyer, which takes minimum costs.

This solution is named Conversational AI. This is a budding conversational sales and marketing strategy that is of immense potential. A simple example is Chatbots. Chatbots are responsible for a lot of success in various departments of an organization. From solving queries to lead generation, Chatbots have proved their efficiency to the fullest.

But chatbots are just a part of conversational AI. This extensive system can change the outlook of any industry when implemented in the right way.

Talking to machines is getting more comforting and convenient. Research indicates that conversational AI is going to impact businesses in a significant way.

Stats of transformation in business departments due to AI in the next five years

• 61% personalization of content
• 60% prediction of buyer’s journeys
• 59% marketing productivity
• 59% digital management

The above stats indicate that AI will impact content, digital marketing, sales, and many other departments. Conversational AI will assist in boosting the sales graph to rise in each department.

Advantages of implementing conversational AI in Business

Attractive Customer Experience (CX)

All businesses want their customers to have an amazing experience while dealing with them. And conversational AI takes it to the next level. It is designed in a way that provides the best conversation experience with the customer. Gone are the days when machine conversations seemed robotic. The new AI infrastructure promises a personal and intimidating conversation, along with multilingual options.

The data collected by the organization should be funneled in the right way to provide a great experience to every user. If the data is used correctly and implemented in the AI, the CX of your organization is sure to set examples.

Intelliticks is one of the examples of emerging conversational AI platforms to provide the best CX. It has Facebook messenger integration to connect with the users. This platform saves time and money while delivering engaging answers to the customers round the clock.

Provides an Omnichannel Approach

Customers need different channels while interacting with a particular brand. Some prefer emails, while some prefer calls. As there cannot be one channel of communication and management of all channels requires an intelligent effort, integrate conversational AI to make things fall in place for you.

Conversational AI unifies the data and gives a clearer understanding of customer’s data. The algorithm is designed to provide your organization with the best way of connecting with the customers through their preferred channels.

Assistance in promoting your content

Promotion of content is still a tedious task for many organizations. Posting blogs, articles, social media posts are easier  but assuring that it reaches the right audience is still a way through a dense forest. While SEO and search engines work well, conversational AI bots can prove a breakthrough for content promotion.

For example, when the chatbot answers a specific query, it can provide the user with a link to the related article or blog. Thus, the user gets all the required information and more through the chatbot. On the other hand, your content is promoted to the right audience. Once the chatbot recognizes the regular pattern of the customer, it can promote the related content through the right channel.

Reduce Administrative Burden

With the implementation of conversational AI, the reduction of workload and use of resources is unimaginable. The administration can carry out their designated jobs with full assistance from CAI at every stage. These advanced chatbots can handle and immaculately organize the work of the various departments in the organization.

From intimating about the meeting to the concerned individuals to organizing fun activities, every little thing can be managed by conversational tools. An organization does not have to ask for an employee’s schedule individually. The employee can tell the software their schedule, and the conversational AI merges the information of all the employees and coordinates accordingly.

When introduced in the HRIS system, the HR department will have the best assistance to implement and ease their tasks. People have to speak to the software, and their schedules will be synchronized in the system.

Things to consider before introducing Conversational AI in the system

Merging of channels

When a user chats with a chatbot and the chat needs to be taken forward by the concerned human agent, he should have the history of the conversation. The entire data about the customer with its history and complaints should be accessible to the agent. This implies that all the channels such as  voice, chat, mail, and web should be integrated seamlessly in the CAI channel.

Explore areas wherein CAI can be deployed

CAI is not just customer-centric. It can help all the departments of the organization in its own way. Like the former example of the HRIS, CAI can be implemented in other departments, too. It can assist in designing, determining product life cycle, data analysis, employee training, and much more. So do not keep CAI defined to enhance customers, employees, or sales department. Explore the opportunities for conversational AI and introduce it wherever possible.

Make the CAI highly engaging

Everyone knows when they are talking to a chatbot, but that does not mean the conversations have to be ordinary. Hiring creative writers and having them design intriguing statements for discussions makes the CX enriching.

For example, Hyundai CAI asks the customers several questions before telling them about the inquired product. Like “Before we talk about your favorite car, let’s chat about you so that I can be more helpful. Would you say you are more into...?” Then it provides three options like city life, outdoors, unique experiences, etc. Thus based on these answers, a marketing funnel is generated, and the correct type of car or cars is recommended to the customer.

Thus, engaging conversations can prove highly successful in generating and converting leads via CAI.

Conclusion: CAI- The best solution for business

The possibilities created by CAI for businesses are endless. You should identify the right way to introduce and implement it in your business. This means you have to identify which conversational tools suit your business in the best way. It would be best to educate yourself about the features, integrations, and their work in your organization.

The integration of CAI enhances the buyer’s journey and helps businesses meet their customers' demands easily. This, in turn, increases customer retention. You need to push boundaries and challenge yourself to stay ahead in the digital race. If CAI seems expensive or complicated, just begin with a basic chatbot to answer general questions and welcome your customers when they visit your site. Once you take this step forward, you will notice how important it is to stay up to date and include CAI in your organizational processes.

Conversational AI is not magic, but it is the best combination of AI and ML!

Frequently Asked Questions


What is conversational AI used for?

Conversational AI is used to enhance customer experience and provide them with a personalized approach. It means that the machine has a human-like conversation with the human. Organizations or individuals can use conversational AI to communicate seamlessly with devices.

What is the difference between chatbots and conversational AI?

Chatbots are used to build only text assistants, while conversational AI is used for text and voice assistants. Conversational AI is more intelligent, smarter, and understands the human language precisely.

What are conversational AI tools?

Conversational AI tools imply chatbots, messaging apps, and voice assistants. These can be implemented in businesses to provide a seamless customer experience. Software that integrates all or some of the above and eases business processes is an example of CAI.

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Minded Security is the Software Security Company supporting Companies to build, deliver and use more secure software. Minded Security delivers professional services and products in order to help Companies to create a secure Software Development Life Cycle (SDLC). Main goals are: - Support the Companies to develop, maintain and buy Secure Applications; - Transfer knowledge to improve the SDLC of our customers; - Develop innovative tools for improving Software Security.

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