Love it or hate it, but you simply cannot ignore the buzz around chatbots and its growing importance in enhancing customer experience(CX). Conversational AI and Chatbots are gaining mainstream acceptance especially in streamlining customer support operations and improving the overall CX. Enterprises are looking to create intelligent virtual assistants which listen, evaluate, and execute judgement-intensive tasks. But many businesses are still unclear on how to leverage conversational AI to improve their contact center operations. In this webinar, learn how your contact centers can leverage conversational AI and chatbots to streamline customer service operations and enhance CX. Register Here : http://www.avaamo.com/forrester-webinar/

1. CONSIDER REPETITIVE TASKS FIRST
Ask agents what questions they never want to answer again. If
agents are sick of answering certain routine questions, these are
perfect questions for a chatbot.
MAKE IT INTERESTING
THINK MULTI-CHANNEL
PLAN FOR A SEAMLESS HANDOVER
Think about the social aspect of conversations.
People make goofy asides. People use social chitchat as a lubricant
to conversations. People have opinions. Ensure that your chatbot
has personality.
If you are deploying a chatbot in a channel that allows for more
than just text input (or voice input), figure out what other input
types are available and how easily can they be deployed. Ensure
to offer multi-channel capabilities so that they can respond not
just on various websites but also across FB messenger, SMS, Alexa
and other third-party channels
Agents need to be given the right context to resolve complex issues
and provide a seamless experience. Do keep in mind that making
an agent read through several back and forth of dialogues between
a customer and a chatbot is not realistic.
Conversational AI facilitates two-way
interactions that allow businesses to
establish conversations with their users
while providing a consistent experience
across multiple digital touchpoints
The evolution of natural language
processing platforms(NLP) signals a shift
to ‘conversational commerce’ where
chatbots have the potential to majorly
impact customer support, customer
experience and internal industry
operations.
A Guide on
Conversational AI Trends and
Best Practices
Loan Approval
Scheduling Assistance
Plan Recharge Advice
Homecare Assistance
Scheduling Assistance
Service Locator Website Navigation
Account Concierge
Broker Assistance
Referral management
Care Management
Field Assitance
Troubleshooting
Code Alerts
Personal Banking
Claims Status
Benefits Explanation
Assessment Advice
Product Support
Product Advice
Onboarding Assistant
Field Sales Assistant
Complexity
BusinessImpact
Banking Insurance Telco Healthcare
Policy Shopping
Pitfalls & Hinderances to Get Started with Conversational AI
Too ambitious goals &
complex workflows
Privacy and data
security concerns
Not enterprise grade
scalable
No multizone availability &
deployment options
Not setting the right
user expectations
Data setup and cleans-
ing issues
Monologue V/s dialogue
constraints
Lack of vertical AI
models
No well-defined
Goals
No easy integration
with backend systems
DO NOT GET OVER AMBITIOUS
Do a census of potential knowledge sources to train the chatbot initial-
ly. Check if you have logs of customer service chats, structured knowl-
edge base, FAQs, the CMS of your website.
Best Practices to follow
Tasks made easy by Conversational AI
What is Conversational AI