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More and more Conversational AI is spreading across all manner of channels, from website based chatbots, IVR telephonic assistants to Conversational AI on social media. Discover which channels exist and their relative differences and applications.
Having conversations with customers can and does happen across many channels. Remember though, that regardless of the channel, the key challenge is the quality of the actual conversation. To unlock value from Conversational AI you need, first and foremost, for the conversation to work for your customers.
That said, let’s look at some channels where you might deploy Conversational AI, and the channel specific challenges and their possible solutions:
Usually the first place we think of when talking about chatbots are on websites or in mobile apps, like your banking app for example.
Challenge: Ensuring seamless integration with the overall user experience.
Solution: Designing intuitive interfaces and journeys and providing an excellent customer experience.
The mantra is: be where your customers are!
Challenge: Navigating the diverse and often informal language used on these platforms.
Solution: Training models on a wide range of social media data and understanding cultural nuances.
Perhaps not really a separate category (as voice assistants can be used in some of the other categories mentioned in this article) but they come with a specific set of challenges.
Challenge: Accurately interpreting different voices in noisy environments and handling complex queries.
Solution: Careful scoping and designing of dialogues, and continuously improving speech recognition technology and natural language understanding.
Increasingly devices like refrigerators, coffee machines and ovens will feature some form of assistant technology.
Challenge: Providing contextually relevant responses and adapting to different device capabilities while offering an enjoyable brand experience.
Solution: Integrating with other smart devices and services to offer a seamless user experience and designing the conversations to deliver on the promise.
The way users interact with digital platforms is evolving rapidly, driven by advances in generative AI and real-time assistance technologies. Traditional approaches are being replaced or enhanced by innovative models that redefine customer engagement. From conversational search to co-browsing assistants and autonomous AI agents, these emerging channels are shaping the future of interaction. Here's an overview of these transformative developments:
What used to be a traditional search bar at the top of your website, FAQ page, or even in Google Search is quickly being replaced by a mixed interface that combines both the search-component and conversational response generation using Generative AI. This leads to a new type of channel or interaction model that we haven’t seen before.
Co-browsing assistants allow customers to interact with an AI assistant integrated in their web browser or even their operation systems and get support in real-time. This is particularly useful for providing technical support and guiding users through complex processes.
With the advent of Generative AI it is possible to build AI systems that can take on more complex tasks autonomously or semi-autonomously. These AI agents can browse the internet, write and run code, use tools, fetch information, access some form of memory, and interact with other agents in a broader ecosystem of AI agents.
These AI agents tend to operate at the browser, device, or operation system level.
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