Create the most powerful conversational agents with ZAION conversational AI
What is conversational AI?
Making an appointment over the phone, a voice search on the smart speaker...Even today, you've probably dealt with a virtual assistant at home or at work. It's provided you with quick, autonomous answers and taken the load off a company's customer service department. Two birds with one stone.
Since Alan Turing's test in 1950, artificial intelligence has been revolutionizing our daily lives. It is now capable of dialoguing with humans in natural language, both written and spoken, in order to process all kinds of requests. We're talking about conversational AI, a booming technology that continues to surprise!
Want to find out more? Principle, operation, advantages, uses... Discover our report on Conversational AI to improve your customer relations!
Conversational AI: definition
Artificial intelligence (AI) is a computer science discipline that implements techniques to enable machines to imitate human intelligence.
Conversational AI, by extension, is a specific technology enabling humans and computers (called "bots") to communicate easily in written or spoken form. This software can hold a conversation in natural language to approximate real human interaction. To do this, AI is able to convert voice into text, analyze context, understand intentions and, for the most advanced systems, emotions, so as to respond to a customer request in a natural, fluid way.
How conversational artificial intelligence works
Basically, a machine is designed to process numerical data. Conversational AI enables it to understand and imitate human language, using NLP(Natural Language Processing ).
The first step is to convert spoken or textual data (known as "input") into digital data. If the input is voice, Automatic Speech Recognition (ASR) technology comes into play. Using a microphone, the user's voice produces a vibration corresponding to a sound wave. The system records and analyzes the phonemes to decipher the words, reducing the surrounding background noise.
NLP can be divided into two algorithms:
- NLU (Natural Language Understanding) : understanding the meaning of spoken or written text, as well as voice intonation;
- NLG(Natural Language Generation) : using information gathered during a conversation, NLG generates spoken or written text in response to the interlocutor.
Artificial intelligence applications are then able to fetch answers from a database to which they are connected, and provide them to the user in natural language.
To take this a step further, Conversational AI also relies on deep learning techniques. This technique enables a machine to make predictions or automate tasks. It uses algorithms to recognize recurring trends or patterns in a database. These may be digitally stored texts, numbers, images or videos. The principle of machine learning is that it will learn from its data history and continuously improve as conversations progress, in a totally autonomous way.
Types of virtual assistants
A virtual assistant, conversational agent or callbot is a bot designed to converse with a human in natural language. There are different types of agent, depending on the medium used: chatbot, callbot or messagingbot.
The chatbot, from the contraction of "chat" and "bot", responds to user requests in writing, via an interface in the form of a chat. It is often found at the bottom of websites. In particular, the chatbot will provide information about the company. It can recommend a product or service according to need or budget. It sometimes replaces FAQs and, if the customer's request is too complex, can refer it to a human agent by e-mail, who will then process it.
The messagingbot also interacts in writing, but on messaging platforms such as Whatsapp or Messenger. This conversational agent enhances the customer experience: rather than a lengthy exchange of e-mails, it offers a rapid, relevant response via instant messaging. The customer obtains information in a matter of seconds on a widely favored written channel.
The callbot, from "call" and "bot", is a virtual voice assistant that automatically answers telephone calls. Far more advanced than an interactive voice server (IVR), this AI and machine learning technology is revolutionizing customer relations. The callbot answers 100% of calls, 24/7, in the language of the chosen country. It supports customers and prospects by imitating a real human conversation. It is capable of qualifying the request: either it provides a direct response, without going through a member of your service team, or it directs the caller to the right person. What's more, it collects customer data and enriches your CRM.
The benefits of ZAION conversational AI
Conversational AI is benefiting many companies worldwide, whatever their size or sector of activity. It has the dual advantage of streamlining the customer experience and relieving human agents of repetitive tasks. In short, conversational AI has become a major competitive advantage.
Here are the main benefits for your customers and employees:
- Task automation: the first benefit is time savings. The virtual assistant handles requests for you, from A to Z in some cases. It greets customers, talks to them and responds quickly. Your employees only have to deal with complex, high value-added tasks. What's more, a single bot can handle several requests simultaneously;
- Immediate, multi-channel customer service: your customers can reach your company from their preferred channel (telephone, e-mail, chat, instant messaging...) at any time, even during your closing hours;
- Better customer knowledge: thanks to bots powered by machine learning, you can gather valuable information during exchanges. Conversations are recorded and converted into actionable KPIs;
- Improved productivity: virtual assistants cope with call peaks, reducing your employees' anxiety. Artificial intelligence improves quality of life at work, boosting motivation;
- Improved customer experience: your customers get answers fast. No more frustration or long waits on the phone. The customer relationship is efficient and personalized.
Conversational AI: for what use?
The applications of artificial intelligence are so varied that they impact virtually every business sector! Voice assistants are helping companies in the medical, financial and tourism sectors.
Conversational AI can automate the following functions in particular:
- Consult company schedules, order status, bank account balance... ;
- Request for a product or service recommendation ;
- Recover login and password ;
- Report an accident, make a claim... ;
- Request for refunds ;
- Book, change or cancel an appointment ;
- Book a room, a stay, a restaurant... ;
- Document reprinting.
Revolutionize and innovate your customer service with ZAION conversational AI
By 2028, the global market for conversational artificial intelligence is expected to reach $46.29 billion. A fast-growing figure that applies to all industries.
Take advantage of the advances in ZAION AI and our callbot, chatbot and messagingbot solutions. We offer you a unique proprietary technology, 100% hosted and made in France. Choose the future of customer relations by arming yourself with the best omnichannel solutions. Our conversational bots handle most requests without human intervention. Thanks to machine learning, they adapt to customers' needs by personalizing their experience. They provide empathetic and consistent responses, managing crises and call peaks. With ZAION's Conversational AI solution, you can improve customer satisfaction and pilot your performance with ease.
