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Can SMBs Benefit from Conversational AI?

Once upon a time, only the greatest of organizations could afford the most cutting-edge technological solutions. As a result of the information technology revolution, such is no longer the case. Many tools and platforms formerly reserved for large corporations are now available to SMEs, such as Artificial Intelligence and Machine Learning programs. 

Small and medium-sized businesses (SMBs) may gain an equal footing with their bigger rivals by gaining access to previously inaccessible resources, such as human and financial resources. Regardless of the size of your business, conversational AI is one of the technologies that may help you improve your operations and the service you provide to customers. Understanding what Conversational AI is, how it may help your SMB, and where you can find solutions that work for your SMB's objectives and budget is essential for developing a plan for implementing it.

If you have no idea about Conversational AI and its uses in sales and business, we recommend you to check it out with a Salesforce Consulting Ageceny such as Six Consulting Corp.

What exactly is AI that can have a conversation?

Do you ever talk to your Google Home, Alexa, or Siri device? If so, you have a basic understanding of conversational AI; however, a more precise Conversational AI definition would be a program that uses automated speech recognition, natural language processing, advanced dialog management, and machine learning to create interactions that are indistinguishable from those between a human and a human.

I mean, what does it even imply? Essentially, a conversational AI leverages current technology to decipher the meaning behind a user's words and purpose and then applies that understanding to the data at its disposal to provide responses that are unique to the user and contextually relevant. Or, to put it another way, consumers may engage with a company's conversational AI to obtain answers to questions, make requests, and get tailored support in a way that is both real-time and consistent with their expectations of a human customer care representative.

Despite the fact that they do, conversational AI is not limited to voice assistants. Conversational AI may interact with a consumer in the same way that a chatbot would, using text or voice messages posted to a website or social media platform. Conversational AI differs from chatbots in that it may provide spontaneously, tailored replies and activities.

For instance, a chatbot can only respond to predefined questions and is designed to hunt for very precise keywords and phrases. Also, it's limited to the present discussion; a basic chatbot can't remember anything about the consumer beyond what was discussed in the last session.

A conversational AI, on the other hand, is able to understand a wide variety of statements that are semantically similar, pull in client data like order or account information, and provide a response on the fly. It can also recognize when it has exhausted its own resources to aid a client and transfer them to a human support person.

If you own a small business, how might conversational AI help you?

Two-thirds of businesses say they compete based on the customer experience, making it imperative that small and medium-sized enterprises (SMEs) investigate every possible advantage they may get in this area. How might conversational AI provide a competitive advantage for a company?

Elevate the rate and quality of client service

With access to a customer's profile, transactional history, and other account details, a conversational AI may provide answers to many common inquiries on its own. These bots may also point clients in the direction of self-service solutions, enabling them to meet their requirements without having to wait on hold or fill out a form and await a callback. The demands of the consumer may be quickly and reliably handled, day or night.

Inquiries from Workers

Conversational AI is not limited to interactions with end users. Agents based on AI technology may also assist in answering questions from employees. With the help of a conversational AI agent, a small firm may become an employer of choice in a competitive labor market by providing a road to employee self-service.

Enhancing Customer Service Capacity

The capacity to grow customer service without adding additional people is one of the greatest advantages of conversational AI. Since it is not limited by resources like a single agent, a cloud-based conversational AI using Salesforce's Service Cloud can manage an unlimited number of contacts in a row.

The AI bot can communicate with the consumer, provide answers and guidance, and resolve various issues without any human intervention. As a consequence, a greater volume of clients may be handled in a given period of time without requiring a corresponding increase in staff to handle the influx of phone calls and online messages.

Call Center Superstars Who Answer Customers' Questions

Conversational AI may initiate an engagement with a consumer and then go through a series of predetermined steps to provide assistance. A great number of calls formerly directed to human agents are now being redirected.

However, there are certain customer service inquiries that must be directed to a human being. In these situations, the AI may collect data from the client and integrate it with customer records to help the agent better prepare for the call. Sentiment analysis may also help prepare the agent for the customer's mood by highlighting phrases and words that may indicate anger. If an agent joins a call before the consumer is finished, the agent won't be surprised by the customer's irate rant.

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