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Conversational artificial intelligence (AI) is intelligent software that is designed to understand, process and respond to human voice input. Conversational AI “bots” engage quickly with prospects, provide superior customer service and amplify your digital brand on social media, websites, mobile devices and a growing range of smart devices.
Conversational AI increases sales across digital commerce channels with personalized, 24x7 human-like “bots.” These chatbots increase employee productivity and satisfaction by automating high-frequency and routine service desk interactions. They also lower the cost of customer service while improving customer satisfaction and loyalty.
To stay competitive in the present and continue to lead their industries into the future, companies are deploying Conversational AI solutions in multiple ways.
Ford has integrated Amazon Alexa in its newer cars, allowing drivers to do nifty things like check tire pressure, maintenance requirements, gas, etc. right from their homes. Progressive is offering insurance tips to customers via Google Home. Starbucks unveiled “My Starbucks Barista”—AI-based app for mobile orders. RBS launched an AI based bot called “Luvo” to help customers with responses to financial services questions. Domino’s launched a Facebook Messenger chatbot for ordering pizzas. The fashion retailer H&M created a bot designed to be a “Personal Stylist in your pocket.”
When designing conversational AI solutions, evaluate how best to address the following five considerations:
As a framework for moving forward, consider applying the “three Ms” approach: