The Ultimate guide to conversational AI with chatbots.

by Naman Kamra

Businesses are adopting conversational technologies to improve experiences for both internal employees and external customers. Conversational platforms are one of the most common uses for AI applications.

Businesses aim to improve customer experience and also reduce costs, by integrating the right conversational AI technology.

What is Conversational AI

Conversational artificial intelligence is the technology that enables automatic messaging and conversation between computers and humans. It enables companies to launch chatbots and virtual assistants.

Conversational AI programs can communicate like a human by understanding the purpose in speech or text and imitating human speech. The ultimate goal of conversational AI is to become indistinguishable whether it is a computer or a human being. Designing the flows that sound natural is an important constraint of a conversational AI.

The benefit of conversational AI technology is that it offers customers a direct channel through which they can communicate naturally. The benefit of conversational AI technology is that it offers customers a direct channel through which they can communicate naturally. customers can ask questions through text or voice in order to find answers to their concerns.

Why is conversational AI important now?

Chatbots provides a faster, 24/7 available customer and employee experiences. With increasing competition and demanding customers, businesses need to rely on conversational AI to keep customer satisfaction high while keeping support costs low

Conversational AI is the intelligence behind chatbots and improvements in conversational AI will enable bots that resolve more complex customer or employee problems.

The simplest example of conversational platforms are structures that send certain outputs to specific inputs. However, thanks to machine learning, conversational platforms can handle a wider range of queries. Additionally, conversational AI systems can consider the context (i.e. the rest of the conversation) while determining the users’ intent and the response.

Natural Language Processing: NLP is a sub-branch of artificial intelligence that allows you to break down, understand, process and determine the required action. NLP is the engine that performs tasks such as dialog control and task prediction.

Natural Language Understanding (NLU): NLU is an sub category of NLP that analyzes sentence structures in text and speak formats. NLU enables computer to interpret the meaning in intent with common human errors like mispronunciations or transposed letters. NLU engines are fed with big data and they need verification. Technology giants like Google improve these engines by using their data.

What are the use cases of conversational AI?

Most common use-cases are the following

  • Customer Service
  • IT Service Desk
  • Sales Support
  • Marketing

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