Introduction to conversational AI for customer service

Conversational AI is a type of artificial intelligence that enables machines to understand written or spoken language from humans and respond naturally. Powered by natural language processing and machine learning, conversational AI machines are built to grow smarter and mimic human dialogue better with each interaction. Because of this, conversational AI chatbots, voicebots, and smart assistants have become the go-to customer service solutions for modern businesses. Brands that build their conversational AI assistants on customers’ favorite channels, including messaging apps and smart home devices, are the golden example of meeting customers where they are with fast, personalized service. And giving customers the option to receive support at any time of day and on any channel or device has proven to be a key advantage in higher customer satisfaction and brand loyalty.

Benefits of conversational AI in customer service

Conversational AI has sprung customer service forward, with machine technology that mimics human behavior – bringing many benefits for businesses and customers. And when coupled with a powerful communications platform, the horizons only grow wider.

24/7 availability

Set up always-on support and be ready to assist customers at any time of day, increasing satisfaction.

Automated routine tasks

Offload tedious, repetitive queries from agents to give them more time to focus on complex customer needs.

Multilingual support

Connect with a global audience in an efficient and respectful manner.

Cost savings

Reduce staffing, training, and turnover costs with automation.

Data analysis

Tailor responses and future recommendations, while giving agents better insight when resolving a complex case.

Free agents

A chatbot or voicebot can sort and prioritize requests to route customers to the appropriate agent for their request.