Conversational agents and AI: what use is artificial intelligence?

Artificial intelligence

Having become a must in the digital sector today, conversational agents have completely invaded consumers’ daily lives. Customers or users of services offered by digital companies, interact for the most part with these tools. It is no longer a secret that the digitization and empowerment of enterprise sales process solutions is being driven by advances in artificial intelligence. However, it is not clear what impact these revolutionary solutions will have on the way companies operate and on the customer experience. For this, discover in this article, all the useful information about conversational agents with AI.

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What is a conversational agent?

The conversational agent is known by several names to date. Whether it is called Chatbot, virtual assistant or voicebot, this tool is a computer software running as a robot with artificial intelligence. This intellectual capacity allows the computer program to use a database as a semantic support to converse with a human interlocutor. This exchange, done in natural language, can be oral or written.

This interaction makes the chat avatar a real asset for improving service in customer relations centers.

What is the importance of a conversational agent?

The importance of a chat avatar lies in the different tasks it can perform. Indeed, the role of the chatbot is declined in several functionalities:

  • certification of the receipt of applications received with a guarantee that they have been effectively taken into account;
  • recognition of the interlocutor (customer or user) by using the database permanently at his disposal;
  • The assimilation of the request submitted by the customer to the contact center and its confirmation to the contact center;
  • formulating answers to recurring queries (purchase criteria, product searches, price searches, etc.);
  • redirection of the call from the customer to a human sales agent depending on the nature of the request;
  • automatic and autonomous handling of all or part of certain tasks (processing of requests, responses to customers, etc.).

Each of these features makes the conversation bot a real tool for optimizing time management in companies. Not to mention that customer service automation creates significant added value for the company. A successful provider-customer dialogue is a step towards the prosperity of your brand.

Artificial Intelligence

How does the conversational agent work on the basis of artificial intelligence?

The AI-enabled conversational agent is a kind of virtual assistant designed using modern natural language and programming technologies. It is therefore a computer program that is created to perform tasks partially or entirely independently.

The implementation of this tool associated with AI allows to boost the added value of the company and to optimize the strategies and missions in the customer relationship centers. In short, the intelligent chatbot makes customer service more efficient by offering innovative working methods.

In addition, recent advances in technology, used to create learning algorithms, have made the chat bot more responsive. These include machine learning and the neural learning process. These new technologies have given life to a chatbot capable of exchanging with human interlocutors and providing information adapted to the customer’s needs.

The AI bot has an enhanced learning capability that allows it to identify emotions and learn from its interactions with users. It is therefore easy to continuously improve the quality of the dialogue to make the exchanges more interesting.

Artificial intelligence for a hyper intelligent conversational agent

Conversation robots have been around for several years. One of the reasons these tools have only recently become popular is the integration ofartificial intelligence (AI). Indeed, chatbots were essentially software created with basic programming. Their missions were still very limited at that time.

Not only could they only send the few responses pre-recorded by the administrator, but their interaction was also almost non-existent. As a result, interviewees could not find coherent answers to some of their questions. It is only the use of technologies used in AI that has allowed for the creation of more powerful conversation agents.

Today, the functions offered by these solutions make them comparable to human responses. Some people go so far as to talk about virtual assistants without abusing the language. Given their level of autonomy and intelligent analysis, AI bots represent the future of companies in terms of digital marketing based on the customer relationship factor.

These bots are intended to be the perfect alternative, or at least the perfect complement, to the deployment of human resources in customer relations. In addition, this substitution, when successful, can help owners of digital interfaces realize significant cost savings. Moreover, the absence of human workers means the absence of fatigue, stress, … Not to mention the financial gain for the company.

Man and AI

AI chatbots do not fully replace human efforts

Bots, whether AI-enabled or not, are not yet a complete replacement for human effort and work. Indeed, the role of chatbots is not to replace humans in reality. Rather, it is to support the customer advisors in their duties by performing certain repetitive tasks.

Bots may be configured to mimic human action, but they are not always able to provide satisfactory responses to users in all cases and in all situations. It seems obvious that it is very difficult to anticipate all the requests that will be made by Internet users.

To make the most of the multiple benefits that AI chatbots offer, it seems wise to pair them with humans. They are a perfect complement to ensure a quality customer relationship within companies in many sectors of activity.

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Amandine Carpentier
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