EBM, our enterprise chatbot management platform, is designed and built to integrate with the best-in-class Conversational AI providers:
EBM then provides the no code / low code tools and operating model to enable organisations to fully embrace and enhance this technology:
Conversational AI (artificial intelligence) allows enquiries to be handled by technology, in the form of a chatbot or voice assistant. These use artificial intelligence to replicate the kind of interaction that users would expect from a helpful and well-informed human being. Conversational AI can be deployed via either a website or an app and will work across a variety of languages.
Conversational AI combines machine learning with natural language processing. This enables it to process and understand what a user is writing or saying, then generate appropriate responses in a natural way. Over time, the system will automatically refine its responses and adapt to changing circumstances.
Machine Learning (ML) is a form of artificial intelligence that can learn to carry out complicated tasks without explicit instructions like those required by a traditional computer program. Machine Learning algorithms learn by example and can be continuously taught and re-trained over time allowing them to adapt and improve with experience. Starting with a set of algorithms and an initial data set of information, the system will use each new piece of input it processes to get better and better at recognising patterns and making predictions.
Natural language processing (NLP)is an area of artificial intelligence concerned with the automated analysis and generation of human languages (like English). The NLP systems supported by EBM represent the state-of-the-art in language analysis and include feedback loops that use machine learning to continuously refine the AI algorithms based on user interactions.
The form of natural language processing used in Conversational AI consists of four steps:
Overall, Conversational AI apps have been able to replicate the experience of speaking to a human being well, leading to high rates of customer satisfaction. 58% of users say chatbots have changed their expectations of customer service for good. In the future, deep learning will advance the natural language processing capabilities of Conversational AI even further.
The most popular uses of Conversational AI are online chatbots and voice assistants, but there are many other applications within different types of enterprise. Some examples include:
Most Conversational AI applications include extensive analytics built into the backend program. As well as helping to ensure that the conversational experience is as natural as possible, this can be a valuable management tool by helping an organisation to understand the nature and substance of its interactions with users.
Conversational AI offers a range of benefits to organisations of all kinds and can be extremely lucrative, helping enterprises and businesses to become more profitable:
Using Conversational AI to provide customer assistance can reduce business costs, especially for small- or medium-sized enterprises that cannot easily justify staffing a customer service department or helping to drive efficiencies within a customer service department.
Improved customer engagement
Increased use of mobile devices during more flexible working hours mean that organisations need to be prepared to provide real-time information to their users outside the regular office day. Chatbots and virtual assistants are able to respond instantly, providing 24-hour availability.
Conversations with human agents may provide inconsistent responses to customers. But since most enquiries are information-seeking and repetitive, businesses can use Conversational AI to deliver comprehensive and reliable responses to routine questions. This will free up valuable human resources to handle more complex queries.
The ease of access and quick response time offered by a chatbot or virtual assistant means an end to long call-centre wait time. This improves the overall customer experience, with the potential for increased loyalty and additional revenue from referrals.
Chatbots can also be given the ability to provide recommendations, allowing businesses to cross-sell products that customers may not have initially considered.
Conversational AI is very scalable, because adding the infrastructure to expand it is quicker and cheaper than hiring and training new employees. This is especially helpful when moving into a new territory or new market, or during unexpected high demand/busy periods