Conversational AI has become the driving force behind digitalization projects. Businesses use this technology to automate customer-facing touchpoints on any channel. Conversational AI reduces costs and increases efficiency by automating repetitive tasks and allowing human agents to focus on more crucial tasks. Besides, enabling customers to engage with technology in a much more natural way ensures an enhanced experience.
One of the biggest challenges that companies face when building or buying a conversational solution is intelligence. An intelligent system can offer a human-like conversation and understand multiple ways in which the same information is being phrased. The intelligence of a conversational AI solution relies heavily on the design of the dialog flow. This flow is the brain of the solution. But also, as important as the brain, is the user experience. Here are four hints to design a smart conversational AI solution.
1. Know Your Audience
To understand your customers’ expectations, you need to know where they are coming from. Try to define your audience by considering their demographics, such as age, gender, profession, geography. Try to answer these questions: Who are they? Students or employees? Which age group(s) do they belong to? What are their habits? How about their language and tone? What kind of sentences would they use? Would they prefer short and direct communications, or would they enjoy longer conversations? Be familiar with the way they speak; the phrases and slang they use. Also, consider their preferences and habits. Knowing all these details helps you design conversations that your customers can easily engage with and be happy with the result.
2. Intent Recognition is Vital
Offering a system that answers simple FAQs is not enough for today’s customers. Customers want to say simply what they want and to be understood by the systems. They don’t want to lose time with detailed queries. So, businesses need to offer solutions that not only understand what customers say but also understand what they mean. And this is possible with the intent recognition technology. This feature understands the meaning behind customer queries with high accuracy. If a query is ambiguous, the AI will ask additional questions to make sure. This results in a human-like dialog between customers and machines.
3. The Heart of The Conversation: Dialog Flow
To ensure a natural and smooth dialog, you should build conversations that sound more human and less machine. While building your dialog flow, focus on language details. Consider your audience, the language, and the tone they use every day, and build your dialog flow accordingly.
Make sure that you keep the conversation short by only asking the necessary questions. Keep the prompts short, and don’t confuse your customers by offering multiple options at once. Be concise. Don’t reply with ten lines of information when two will do. Never forget that customers might change their minds during a dialog and ask for something totally different from what they had initially asked for. You should be ready to interpret these changes and instantly adapt to them.
4. Respect Your Customers
Customer satisfaction must be at the center of your dialog design. Customers always prefer to interact in their way. So, you shouldn’t force them to engage in your standard format. Let them be free to choose. When engaging they can use formal language or everyday language. And your AI solution should be able to adapt. This is possible with NLP-based conversational solutions.
Time is the most valuable asset. Respect your customers’ time. Offer solutions that smoothly integrate with different channels. By doing so, you can save them from repeating themselves whenever they change their engagement channel. Build a system that can pick up the dialog from the channel your customer left off. In short, put yourself in your customers’ shoes and design conversational AI solutions that you would enjoy interacting with.
To learn more about designing smarter conversational AI solutions, download our “Conversational AI E-book” by filling the form below.
Author: Çağrı Doğan, Accessible Products Consultant, Sestek
The Conversational AI
Today’s customers expect smooth journeys.
They want to interact with brands easily, at any time, at any channel; contact centers, chatbots, messaging apps, smart assistants. And while doing this, they expect to be understood fast. They want to be understood before they open their mouth. They want to be understood not only by humans (customer reps) but also by machines. The answer to this expectation is Conversational AI.
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