Start Talking: The True Potential of Conversational AI in the Enterprise

Couldn't attend Transform 2022? Check out all the summit sessions in our on-demand library now! Look here.

From the smart assistant that helps you increase your credit card limit, to the airline chatbot that tells you if you can change your flight, to Alexa that runs your home appliances on command, Conversational AI is ubiquitous in everyday life. And now he's making his way into the business.

Best understood as a combination of AI technologies (natural language processing (NLP), speech recognition and deep learning), conversational AI allows people and computers to have spoken or written conversations in everyday language in real time. And the demand is good, with one source predicting the market will grow 20% year-over-year to $32 billion by 2030.

Wider reach of AI

Enterprises have been rapidly adopting conversational AI in front-end applications, such as responding to routine service requests, assisting live call center agents with alerts and actionable insights, and personalizing the client experience. Today, they are also discovering its potential for deployment within the company's internal systems and processes.

Popular use cases for conversational AI in business include the IT help desk where a bot can help employees troubleshoot common issues with their laptops or work apps; HR solutions for travel and expense reporting; and recruitment processes where a chatbot guides candidates through the company's website or social media channel. He informs them about the documents they must submit and even makes a preliminary selection of CVs.

Event

MetaBeat 2022

MetaBeat will bring together thought leaders to advise on how metaverse technology will transform the way all industries communicate and do business on October 4 in San Francisco, CA.

register here

While it is undeniable that conversational AI offers exciting opportunities for innovation and differentiation, it also presents certain challenges. Managing an enterprise conversational AI landscape with disparate technologies and solutions that don't communicate with each other is just one problem. Inadequate automation of repetitive processes throughout the lifecycle of conversational AI and the lack of an integrated development approach can lengthen the time to implementation. Last but not least, AI talent is scarce.

By adopting thoughtful practices, companies can improve their conversational AI results.

Five Best Practices for Successful Conversational AI 1. Do it with a purpose

Conversational AI should be implemented for a purpose, not just as a gimmick. Questions, such as what kind of experience to deliver to customers, employees, and partners, and how to align conversational AI with organizational goals, will help identify the right goal. Additionally, the solution should address activities that involve processing multiple data points - for example, answering loan eligibility questions, which can add significant value to the customer experience - rather than working on tasks that can be accomplished with predefined shortcuts.

2. Take care of your country...