Businesses can utilize conversational AI in various ways to provide support. Its applications are not limited to answering basic questions like, “Where is my order?” or “How can I modify my subscription?” but instead, conversational AI applications can be used for multiple purposes due to their versatility.
Today, conversational AI works for businesses in use cases including:
E-commerce customer experiences
E-commerce has skyrocketed. Global retail e-commerce increased from $3.5 trillion in 2019 to $4.2 trillion in 2020, and analysts predict it will total more than $6.5 trillion by 2023.
Conversational AI can help e-commerce enterprises ensure online shoppers can find the information they need. Additionally, conversational AI helps create personalized, convenient, and loyalty-building experiences.
Sales experience
The sales experience involves sharing information about products and services with potential customers. Of course, telephone sales are nothing new.
Still, businesses can now use chatbots capable of automated speech recognition to engage people in effective dialogue via voice or text or even function to increase sales.
Subscription box customer experiences
For businesses that use subscription services to maintain customer loyalty and increase revenue, it’s crucial to keep customers satisfied. Using conversational AI to promptly address inquiries and resolve issues is an effective way to achieve this. When customers feel valued and appreciated, they are more inclined to remain loyal and spend more money in the long run.
Customer loyalty
One element of building customer loyalty is allowing people to engage in their chosen channels. Solutions powered by conversational AI can be valuable assets in a customer loyalty strategy, optimizing experiences on digital and self-service channels.
Customer feedback
To provide customers with the experiences they prefer, you first need to know what they want. Collecting customer feedback is a great way to gauge sentiment about your brand. Data from conversational AI solutions can help you better understand your customers and whether your products and services meet their expectations.
Knowledge base
Every business has a list of frequently asked questions (FAQs), but not every answer to an FAQ is simple. Conversational AI can help customers find information from a knowledge base in a conversational chat — and ask if the information answers the question, enabling the platform to learn and provide the most relevant information in the future.
Training
Conversational AI also offers value beyond customer-facing processes. Businesses can leverage it to train new customer support specialists, familiarizing them with frequently asked questions and answers that customers consider during their buying decisions or while resolving issues.