As conversational AI expands to various enterprises, used to deliver new implementations, it is becoming abundantly clear that the technology is giving companies a distinctive edge.
Conversational AI solutions can be designed with differing levels of sophistication, resulting in significantly different end products that can be used as personal assistants, to facilitate discussions between customers and businesses, and to automate operations within enterprises.
Conversational AI is the new trend that many businesses are focusing on, implementing the systems as an integral part of customer service. So what does the future hold for conversational AI?
The Future of Conversational AI
Democratized Conversational AI
Although coders initiated the Conversational AI revolution, non-technical business users are now basically grabbing the wheel from techies. No-code and low-code platforms will evolve to the point where anybody can create rich Conversational AI experiences on speech and text channels, including plug-and-play interactions with the digital ecosystem.
This democratization of Conversational AI will enable unimaginable scaling of initiatives, eventually extending it across all business areas and use cases.
The UX tipping point:
As contact-centric AI evolves, Conversational AI solutions will develop to be natural and act as the first contact point. Voice recognition capabilities can reach human levels and imbibe advanced conversation processing, making interactions with customers natural and human-like!
With fully integrated services, conversations can be enabled to improve transactions as well. Enterprise-level platforms will be able to inculcate the most advanced technology, in-depth insights from linguistics and psychology, and an AI-based learning system to empower a truly user-centric automated customer service.
The demise of “build or buy”
When setting up a road map for conversational AI, many professionals believe in a dichotomy established between buying an application and building a customized one. Buying is suggested to be fast and cheap but can sacrifice the opportunity for meeting company vision. Build, however, is costly but comes with a custom-made result that outmatches competition, and saves money in the long run.
In the future, instead of choosing between a standard offering or a custom development platform, buyers will favor vendors who offer both. In the coming years, the demand for customized conversational AI with out-of-the-box features, intuitive UX, and improved development power.
Smart Conversational AI analytics
As virtual agents become more extensively implemented in companies, billions of interactions generate an increasing amount of data. Much of this data is already being used to improve the functionality and UX of Conversational AI through machine learning.
The next step of smart analytics is to gather data, find patterns, and give actionable insights proactively using AI-driven analytics. The advice given by automated interactions will become a vital source of input for data-driven marketing and commercial decision-making.
A new level of human & AI teamplay
Even if virtual agents are smarter and more adept than ever before, they are still a long way from matching the full skill level of a trained human agent. Conversational AI excels in making customers satisfied in a variety of basic scenarios.
Nonetheless, it struggles with unknowns and lacks improvisational skills, true empathy, and the ability to compromise. Human agents are required to thrive in sophisticated, varied, and contextual service interactions. Human agents, on the other hand, can deliver better services to consumers and achieve new levels of productivity with the help of Conversational AI solutions!
