Contact centers or customer centers, which represent a point of contact between companies and customers, are responsible for ensuring customer satisfaction and maintaining a good image of the service offered. However, they frequently use a software solution that is specifically designed for them!
An intelligent conversational agent is in fact what we call a chatbot, it represents a robot that uses artificial intelligence combined with natural language to interact with customers as if it were a real human. In this article, we will talk in detail about this software solution and see how to find an intelligent conversational agent.
What is the role of the intelligent conversational agent?
The intelligent conversational agent must first of all handle all requested incoming calls and have a correct availability rate of over 99%, Respond to customer requests and needs by answering the most frequently asked questions, whether for contact information, rate schedules, information or redirecting the caller to a specific consultant. With the development of technology, machine learning and the neural learning device often used in artificial intelligence, intelligent conversational agents keep evolving and becoming more and more competent and responsive like real human beings thanks to different algorithms.
Thus, some conversational agents can even follow up on specific requests, identify and pinpoint people’s positive and negative emotions, have little touches of humor to make the discussion more interesting and lively but also improve its performance following its experiences and conclusions made. This virtual assistance is designed and tailor-made to match the challenges and requirements of your needs and desires in customer management. The chatbot will be able to take care of all the functionalities desired by the company following its design and implementation by an expert or rather a specialized provider who will be able to integrate the perfect software solution. You will be able to find a company that will take care of it without difficulty.
How to find an intelligent conversational agent?
An intelligent conversational agent is a great tool that can help you better satisfy your customers and meet their requirements, we will give you some tips to help you find your custom intelligent conversational agent! First of all, the type of chatbot you want to have will depend on what you want it to accomplish and that’s why before anything else, you need to set your goals and take into account the following parameters:
- attractive rates;
- capacity and features ;
- customer service and ease of use.
How to design an intelligent conversational agent?
To design a chat with the intelligent agent, create a natural script that serves as a chat between it and the user, remembering that the main goal is to make the customer feel like they are interacting with a real human. Conversational agents that can answer all questions are very complex and time-consuming to design and create, and take a lot of time and effort to set up and run. For this very reason, it is better to indicate and specify to users the questions they can ask. Several chatbots make sure to offer customers questions to ask by clicking on them.
In fact, it is enough to base the proposals on the most frequently asked questions in FAQ, for this, take the time to note the most frequent requests from customers. Just like any other marketing and sales initiative, conversational agents require some development and constant evolution over time, it is recommended that you measure the effectiveness of your chatbot based on the requests it receives.
The last step is to call an expert who will create your chatbot and set it up, several companies are specialized in this field and they ensure the security and confidentiality of exchanges and data. We hope you have enjoyed this article and that it has helped you understand how to find an intelligent conversational agent and better understand its role and features as well as its artificial intelligence system.