Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
Table of Contents
- What is Conversational AI?
- Benefits of Conversational AI for Customer Support
- 1. 24/7 Customer Support
- 2. Quicker Responses
- 3. Scalability
- 4. Keeps Information Consistent
- Implementing Conversational AI for Customer Support
- Jetlink
- My AskAI
- Kindly
- Best Practices for Utilizing Conversational AI in Customer Support
- Designing Effective Chatbot Interactions
- Continuous Improvement and Training
- Final Thoughts
What is Conversational AI?
- Natural language processing (NLP):It’s a technique where your machine tries to figure out the human’s intent, emotion, and meaning from the given prompt.
- Machine learning:After the AI understands your words, it relies on machine learning to send out a proper response. They’re trained on massive sets of data, including conversations, allowing them to learn patterns in human text.
Benefits of Conversational AI for Customer Support
1. 24/7 Customer Support
2. Quicker Responses
3. Scalability
4. Keeps Information Consistent
Implementing Conversational AI for Customer Support
- Answering frequently asked questions
- Sending out request updates
- Simplifying return/refund processes
- Recommending products or services
- Data collection
- Suggesting basic troubleshooting help
- Answering customer questions in their country’s language
- Easy integration:AI chatbots and assistants should be easy to integrate into your website and other APIs (Salesforce, Slack, etc.). Additionally, their user interfaces should be intuitive to use.
- Good reputation:You’ll be delegating your conversational AI at the front of your business—it will represent your brand. As such, its responses should stick only to the content that you provided it with, removing the risk of inaccurate and offensive answers.
- Security:Pick a conversational AI that has little to no reported issues when it comes to data privacy. Customers want their information protected, and you need to ensure that.Check My AskAI’s security documentation.
- Reporting capabilities:Make sure that your conversational AI can provide you with good reports. By leveraging various metrics, you know how to improve your AI’s responses, how it integrates into your team, and other considerations.
- Pricing:AI with good features often comes with a reasonable price. Weigh the costs against the benefits, and opt for one that suits your business’s current finances.
Jetlink
- Omnichannel support (Facebook, Instagram, WhatsApp, and more)
- Three-layer NLP engine
- Multi-language support
- Analytics for both chatbots and conversational AI
My AskAI
- Logo customization and color palette
- Auto-syncing of your website content, including all edits and modifications, every week
- Insights dashboard (auto-generated and sorted by topic)
- Integration with Slack, Zapier, and more
- Free— Up to 50 conversations per month.
- Essentials— $13.30 per month. Up to 200 conversations.
- Pro— $66 per month.Up to 1000 conversations. Slack, Zapier, and other app add-ons.
- Enterprise— Available upon request.
Kindly
- Multi-language support
- Forms for an easier and more structured data collection
- Intuitive bot builders
- Data insights
Best Practices for Utilizing Conversational AI in Customer Support
Designing Effective Chatbot Interactions
- What problems do they commonly encounter?
- Do you already have an FAQ section or blogs where your customers can find answers to basic queries?
- How long does it take for your customers to get their requests answered?
- Set clear expectations for your AI chatbot’s capabilities.Display right away what it can and cannot do on its opening interface. Also, provide users with the option to speak to human support.
- Offer multiple interaction options.For example, offer users the option to change the conversation language. Alternatively, let them choose between text, voice, or other modes.
- Ensure accessibility.Make sure that people with disabilities can use your chatbot.
- Provide clear choices.Present users with well-defined options instead of open-ended questions. This would be especially useful if you already have an FAQ page or knowledge base.
- Integrate your AI with relevant systems.Connect it to databases, knowledge bases, and other resources that will help it answer your customer’s questions.
Continuous Improvement and Training
- Your AI can understand any changes in slang, idioms, and online expressions.
- It can accurately predict user preferences and expectations (by leveraging user feedback).
- False and misleading information is minimized.
Final Thoughts
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Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.