How Conversational AI Enhances the Buyers’ Journey

PURVA MISHRA | June 23, 2021 | 190 views

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.

Spotlight

Astek

IT, embedded software, industrial or mechanical systems, IoT, all that is just but a short part of what we are involved in. Operating in 15 countries worldwide (France, UK, Singapore, Canada, Poland, China, Mauritius, USA, Vietnam, Dubai, Australia, Belgium, Dubaï, Abu Dhabi, ...) we are the largest french non public and privatety held company in our sector.

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Yellow.ai's generative AI-powered Voicebots and Chatbots Now Available on Genesys AppFoundry

Prnewswire | June 06, 2023

Yellow.ai, a global leader in Conversational AI, today announced its Generative AI-powered Voicebots and Chatbots are now available on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences. Yellow.ai's listing on AppFoundry allows Genesys customers to deploy a broad range of Conversational AI solutions across its Conversational Service Cloud, Conversational Commerce Cloud, and Conversational EX Cloud product suites. The solution enables them to deliver an automated customer and employee experience with the company's generative AI-powered Dynamic Automation Platform (DAP) that leverages a multi-LLM architecture. Moreover, by streamlining support interactions through its Dynamic AI agents across voice and chat, businesses can reduce costs by up to 60% while delivering consistent experiences. Enterprises can leverage Yellow.ai's solution for: Goal-based Conversations: Enterprises can achieve up to 90% self-serve automation in the first 30 days by transforming from content-based automation to goal-based conversations powered by generative AI. This enables them to provide customer solutions and fulfill end goals. Dynamic Workflows: Enterprises can create and expand workflows dynamically with generative AI, adapting to changing customer conversations. This flexibility leads to up to 40% increase in lead generation and up to 50% increase in user engagement, as they are not restricted to fixed workflows. Zero Set up: By enabling a bot ready within minutes of uploading documents, enterprises experience faster time to value. They can connect it with preferred channels, go live, and instantly generate Campaign Workflows based on goals, context, and user segments. This results in up to 50% faster time to market and up to 50% increase in operational efficiency. Raghu Ravinutala, CEO & Co-founder, Yellow.ai, said, "We're excited to help Genesys' customers deliver enhanced end-to-end experiences with our generative AI-powered conversational AI solutions. Providing an exceptional customer and employee experience is crucial for businesses to stay competitive and achieve significant business outcomes. Our AI engine and cost-efficient solutions empower businesses to do so. With Yellow.ai DAP, we provide AI-powered support to human agents and enable marketers to not only communicate with customers but also accomplish goal-oriented outcomes and boost conversion rates." Yellow.ai provides a unified omnichannel solution supporting 35+ text and voice channels in 135+ languages. The company offers pre-built solutions for various industries like BFSI, ecommerce, utilities, healthcare, and automotive, among others. Handling 2 billion interactions per quarter, the company's Dynamic AI agents are capable of a seamless transfer to human agents with complete contextual information and history of the conversation in the case of complex queries. Yellow.ai's Conversational AI solutions are now available with Genesys Cloud CX™, an all-in-one composable solution that helps organizations offer frictionless and connected customer and employee experiences. As a modern, API first experience orchestration platform, Genesys Cloud CX enables organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimization. To learn more about the specific features and benefits of Yellow.ai enterprise-grade Conversational AI solutions, visit the AppFoundry listing. About Yellow.ai Headquartered in San Mateo, Yellow.ai is a global leader in Conversational AI, delivering autonomous, human-like experiences for customers and employees to accelerate enterprise growth. We believe that memorable conversations are at the heart of every meaningful brand engagement. Over 1100 enterprises, including Sony, Domino's, Hyundai, Sephora, Waste Connections, Ferrellgas, and Randstad, trust our generative AI-powered, no-code Dynamic Automation Platform (DAP). DAP's proprietary multi-LLM AI engine, DynamicNLP™, empowers us to handle 2Bn conversations every quarter across 35+ channels in 135+ languages. We're passionate about delivering conversational experiences via our Dynamic AI agents that help enterprises achieve higher customer satisfaction and employee engagement. We were recently recognized as a Challenger in the 2023 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms and have raised more than $102M from blue-chip investors with offices across six countries.

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GENERAL AI, AI APPLICATIONS, SOFTWARE

Phrasee Introduces AI Content Engine, Powering Superior, On-brand Content Generation for the World’s Leading Brands

Businesswire | June 08, 2023

Phrasee, the complete AI content platform for enterprise marketers, today introduced its industry-leading content generation capabilities to complement its AI-powered optimization solution that helps marketers achieve better results. Unlike other generative AI tools, Phrasee’s Content Engine combines the power of large language models (LLMs) with its proprietary controlled natural language generation (NLG). This unique combination means marketers can now generate on-brand, high-performing content for any marketing use case, all delivered via custom, no-code workflows. While many tools are racing to jump on the generative AI bandwagon, Phrasee has been perfecting the art of AI content generation for eight years, evolving its platform to fine-tune AI content to a brand's tone of voice and drive increased engagement via optimization. The Phrasee AI Content Engine uses deep learning that is trained on a unique data set of thousands of experiments and billions of marketing data points, resulting in a higher-quality creative output​ that is proven to perform. “We live in a world where anyone can create content on demand through LLMs and a simple, chat-based interface, but just because it’s created, doesn’t mean it’s good,” said Parry Malm, Phrasee CEO and co-founder. “Good content engages the target audience, builds brand recognition, and most importantly, drives results. We envision a future where the world’s top brands drive awesome marketing results through AI. And the Phrasee platform is doing exactly that today for our customers around the world.” Phrasee is the only platform that provides the full range of AI content capabilities – generation, optimization, personalization, and performance insights. Content created through Phrasee is crafted with industry-leading brand controls and performance optimized through deep learning and automated experimentation. Phrasee helps enterprise marketers achieve better results by: Creating content at scale Phrasee empowers marketing teams with unlimited creativity, generating high-quality, data-backed, on-brand content, at scale, across the digital customer journey: emails, product descriptions, ads, social posts, articles/blogs, push and SMS messaging, and web/app copy. Maximizing customer engagement and revenue Phrasee optimizes and personalizes content to increase engagement, conversions, and customer lifetime value with performance that doesn’t degrade over time. Granular performance data helps marketers track the actual impact AI content is driving for the business and key KPIs. Automating experimentation Phrasee makes it easy to test, learn, and iterate on marketing messages to deliver even better performance from digital campaigns. Easily experiment with content and ensure a brand’s best-performing messages reach the most people. The self-serve UI makes testing and optimization at scale a reality with multi-step workflows and out-of-the-box integrations. Providing deeper customer insights that eliminate guesswork Phrasee’s language insight reports analyze content experiments to reveal the words, emojis, and tones a brand’s audiences respond to most (and least) and how they evolve. Marketers can apply these learnings across their marketing efforts to ensure their messaging always resonates. “Our suite of new generative AI capabilities provides enterprise marketers with an exclusive combination of AI-powered tools that not only generate on-brand, high-quality content but add the ability to optimize and personalize that content to drive increased engagement and revenue. This is what good content looks like,” said Matt Simmonds, chief product and technology officer at Phrasee. “No other platform can provide this mix of solutions, and we are just getting started. Stay tuned for the release of more unique tools designed specifically to help enterprises embrace generative AI with confidence and achieve measurable results.” Contact us for a demo. Meet us at Salesforce Connections June 7-8 Meet the Phrasee team at Salesforce Connections in Chicago at the McCormick Place West Building from June 7-8 and learn how generative AI is helping marketers increase loyalty, engagement, and ROI through the power of AI-optimized marketing messages. Phrasee is an Explorer-level sponsor at this year’s Salesforce Connections, two of the biggest days in marketing, commerce, and customer-first innovation. Today, at 9:30 a.m. CDT, Home Chef will be taking the stage with Phrasee for the session, “How Generative AI is Maximizing Customer Engagement,” at the Lincoln Park Theater. Attendees will learn first-hand from Home Chef’s Lauren MacArtney, senior lifecycle marketing manager, and Natalie Mesgleski, lifecycle marketing associate, how AI-optimized content can boost click-through rates and drive greater ROI using Phrasee and Salesforce Marketing Cloud. They will be joined by Lindsey Nelson, Salesforce retail industry advisor, and Jasper Pye, Phrasee vice president of product. For more information about attending, check out Phrasee’s website. About Phrasee Phrasee believes in a future where enterprise marketers drive unprecedented results using AI. Phrasee’s AI-powered platform generates the best-performing content at scale and with enterprise-grade controls across digital channels to realize those results and enable customers to compete effectively in this always-on, digital world. Its platform creates, optimizes, and analyzes on-brand marketing content in real-time, proven to drive more clicks, conversions, and revenue across your email marketing, push notifications, SMS marketing, and more. Phrasee boosts customer engagement and increases lifetime value for the world’s leading brands, including Sephora, Sainsbury’s, Currys, Pet Supplies Plus, Novo Nordisk, and Williams Sonoma, all while maintaining their unique brand standards and voice.

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GENERAL AI, AI APPLICATIONS, SOFTWARE

Aprimo Introduces AI Content Coach with ChatGPT to Revolutionize Content Operations

Businesswire | June 07, 2023

Aprimo, an industry leader of digital asset management and marketing resource management solutions, today announced the launch of AI Content Coach, a groundbreaking tool that transforms content operations through the power of generative AI. Powered by Microsoft Azure OpenAI Service and Chat GPT, AI Content Coach is designed to revolutionize content creation by offering companies new levels of creativity, efficiency, and brand compliance. The interactive assistant seamlessly integrates with Aprimo digital asset management (DAM) and does not require IT resources to configure or specialized knowledge in AI to utilize. On day one, right out of the box, AI Content Coach automatically and in near real-time trains (and retrains as required) different GPT models on customers’ curated and varied collections of assets within their DAM as well as human SMEs. The tool offers a range of powerful use cases that revolutionize content ideation and creation while ensuring that generated content is always aligned with customer brand voice: Write brand-aligned content targeted to specific marketing channels, customer types or industry verticals Instantly iterate on drafts and accept or reject outputs for rapid content refinement Enable teams across an organization – from sales to HR to customer success – to get quick answers about products and services Generate content variations by tone, language type, target audience, and other factors unique to organizations AI Content Coach is also a valuable resource for revenue teams, providing assistance in generating ideas for customer business reviews, product updates and on-demand content for pitches and proposals. Additionally, this tool offers comprehensive support for training and onboarding, benefiting HR and learning and development teams by providing content ideas and access to a comprehensive knowledge library. “We are thrilled to unveil AI Content Coach as the latest cutting-edge addition to our suite of AI-powered solutions – opening the door for much bigger AI initiatives to come,” said Erik Huddleston, CEO of Aprimo. “Generative AI is transforming the power of DAM, and DAM serves as the safest and most secure repository for branded content and the governance of content. By establishing DAM as the system of record for housing GPT models, Aprimo is paving the way for organizations to build composable content stacks and ensuring responsible use, governance, and brand security.” Aprimo's latest tool exemplifies its commitment to pushing AI boundaries and driving content management innovation, all while prioritizing user and customer safety through robust safeguards. "We are excited to see Aprimo leverage Microsoft Azure OpenAI Service to introduce AI Content Coach and help transform content operations with the power of generative AI,” said John Montgomery, corporate vice president, AI Platform, Microsoft. “This collaboration represents our commitment to pushing the boundaries of AI and driving content management innovation, while ensuring the utmost safety and security for users and customers." To learn more about Aprimo’s AI Content Coach or join the waitlist for early access, visit https://go.aprimo.com/ai-content-coach. About Aprimo Aprimo offers industry-leading digital asset management and work management solutions that help teams spend their time and effort on content and marketing strategies to drive business outcomes and reach customers in the right channels. Aprimo’s powerful content operations platform provides organizations with a single source of truth to optimize how they plan, develop, govern, and deliver exceptional brand experiences at scale. Learn more at www.aprimo.com.

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AI APPLICATIONS, SOFTWARE, FUTURE TECH

Yellow.ai's generative AI-powered Voicebots and Chatbots Now Available on Genesys AppFoundry

Prnewswire | June 06, 2023

Yellow.ai, a global leader in Conversational AI, today announced its Generative AI-powered Voicebots and Chatbots are now available on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences. Yellow.ai's listing on AppFoundry allows Genesys customers to deploy a broad range of Conversational AI solutions across its Conversational Service Cloud, Conversational Commerce Cloud, and Conversational EX Cloud product suites. The solution enables them to deliver an automated customer and employee experience with the company's generative AI-powered Dynamic Automation Platform (DAP) that leverages a multi-LLM architecture. Moreover, by streamlining support interactions through its Dynamic AI agents across voice and chat, businesses can reduce costs by up to 60% while delivering consistent experiences. Enterprises can leverage Yellow.ai's solution for: Goal-based Conversations: Enterprises can achieve up to 90% self-serve automation in the first 30 days by transforming from content-based automation to goal-based conversations powered by generative AI. This enables them to provide customer solutions and fulfill end goals. Dynamic Workflows: Enterprises can create and expand workflows dynamically with generative AI, adapting to changing customer conversations. This flexibility leads to up to 40% increase in lead generation and up to 50% increase in user engagement, as they are not restricted to fixed workflows. Zero Set up: By enabling a bot ready within minutes of uploading documents, enterprises experience faster time to value. They can connect it with preferred channels, go live, and instantly generate Campaign Workflows based on goals, context, and user segments. This results in up to 50% faster time to market and up to 50% increase in operational efficiency. Raghu Ravinutala, CEO & Co-founder, Yellow.ai, said, "We're excited to help Genesys' customers deliver enhanced end-to-end experiences with our generative AI-powered conversational AI solutions. Providing an exceptional customer and employee experience is crucial for businesses to stay competitive and achieve significant business outcomes. Our AI engine and cost-efficient solutions empower businesses to do so. With Yellow.ai DAP, we provide AI-powered support to human agents and enable marketers to not only communicate with customers but also accomplish goal-oriented outcomes and boost conversion rates." Yellow.ai provides a unified omnichannel solution supporting 35+ text and voice channels in 135+ languages. The company offers pre-built solutions for various industries like BFSI, ecommerce, utilities, healthcare, and automotive, among others. Handling 2 billion interactions per quarter, the company's Dynamic AI agents are capable of a seamless transfer to human agents with complete contextual information and history of the conversation in the case of complex queries. Yellow.ai's Conversational AI solutions are now available with Genesys Cloud CX™, an all-in-one composable solution that helps organizations offer frictionless and connected customer and employee experiences. As a modern, API first experience orchestration platform, Genesys Cloud CX enables organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimization. To learn more about the specific features and benefits of Yellow.ai enterprise-grade Conversational AI solutions, visit the AppFoundry listing. About Yellow.ai Headquartered in San Mateo, Yellow.ai is a global leader in Conversational AI, delivering autonomous, human-like experiences for customers and employees to accelerate enterprise growth. We believe that memorable conversations are at the heart of every meaningful brand engagement. Over 1100 enterprises, including Sony, Domino's, Hyundai, Sephora, Waste Connections, Ferrellgas, and Randstad, trust our generative AI-powered, no-code Dynamic Automation Platform (DAP). DAP's proprietary multi-LLM AI engine, DynamicNLP™, empowers us to handle 2Bn conversations every quarter across 35+ channels in 135+ languages. We're passionate about delivering conversational experiences via our Dynamic AI agents that help enterprises achieve higher customer satisfaction and employee engagement. We were recently recognized as a Challenger in the 2023 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms and have raised more than $102M from blue-chip investors with offices across six countries.

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