Why contact centers need conversational AI

Why Contact Centers Need Conversational AI

Conversational AI

Table of contents

What is Conversational AI

Conversational AI is like a skilled conversationalist, adept at understanding and responding to human language. Think of it as the brain behind chatbots and voicebots. These are tools that businesses use to talk to their customers – chatbots through text and voicebots through spoken language. Both use Conversational AI to make these interactions smarter and more human-like. Instead of following a strict script, they can understand what you’re saying and respond in a way that feels more natural and helpful.

Within customer service, especially in contact centers, Conversational AI is a transformative tool. It’s adept at handling a multitude of tasks – from addressing basic customer queries to providing complex product recommendations and support. This technology enhances the efficiency of your contact center while delivering personalized customer experience.

Is Conversational AI just a hype or is it here to stay?

Analyzing market trends, it’s evident that Conversational AI is not just a transient trend. Its market value is anticipated to skyrocket from US$ 9.6 billion in 2023 to an impressive US$ 47.6 billion by 2033. This remarkable growth, averaging 17.3% per year, is driven by continual advancements in technology and an escalating demand for sophisticated online customer service solutions. 

The statistics underscore a clear message: Conversational AI is shaping up to be a central element in the future of customer interactions.

How can you benefit from conversational AI

  1. Cost-Effectiveness: One of the most compelling advantages of Conversational AI is its potential to significantly reduce operational costs. By automating routine customer service tasks, businesses can minimize the need for extensive human intervention, thereby lowering manpower expenses.

  2. Operational Efficiency: Conversational AI streamlines complex customer service processes, ensuring a smoother, more efficient workflow. This leads to quicker resolutions and a more organized approach to handling customer interactions.

  3. Around the Clock Availability: Providing 24/7 customer support becomes feasible with Conversational AI. It’s always available, ready to assist customers at any time, significantly lowering waiting times and improving the customer experience.

  4. Elevating CX: Through its ability to deliver prompt and accurate responses, Conversational AI plays a crucial role in improving customer satisfaction and loyalty. It personalizes interactions, making customers feel understood and valued.

  5. Gaining a Competitive Edge: Businesses employing Conversational AI can differentiate themselves in the market. By offering advanced service, they can outshine competitors who rely on more traditional methods. 

  6. Minimizing Wait Times: Conversational AI effectively reduces customer wait times. It’s capable of handling multiple queries simultaneously, providing instant responses, and thereby improving the overall service speed.

  7. Boosting Agents’ productivity: By taking over routine inquiries, Conversational AI allows human agents to concentrate on more complex and nuanced customer issues. This not only increases agent productivity but also improves job satisfaction as employees engage in more meaningful tasks.

The Tech Backbone: NLP, NLU and LLMs Easy Explained

Natural Language Processing (NLP)

NLP is the foundational technology that enables machines to read and process human language. It’s the first step in transforming text into meaningful interactions.


Natural Language Understanding (NLU)

NLU builds on NLP. It delves deeper, interpreting the intent, context, and sentiment behind the words, enabling a more accurate and relevant response from AI.


Large Language Models (LLMs)

LLMs, like OpenAI’s GPT series, represent the pinnacle of Conversational AI. These sophisticated models are trained on vast datasets, allowing them to generate responses that are incredibly human-like. They understand nuances, manage complex dialogues, and adapt to various conversational scenarios.

The Benefit of Combining LLMs and NLP

When it comes to chatbots or voicebots, combining LLMs and NLP is like having a superpower. LLMs are great for general chatting on your website, answering FAQs, or having a casual conversation. They can keep the chat engaging and informative. But when you need to do something specific, like unblocking a card, NLP becomes crucial. It understands the specific request and knows how to act on it. Together, they make chatbots and voicebots not just talkers but doers, capable of both engaging with the customer and performing tasks efficiently.

Selecting right conversational AI vendor

When choosing a Conversational AI solution for your business, it’s crucial to evaluate several factors:

  1. Omnichannel Solution: The AI should offer scalable solutions across different communication platforms, ensuring a seamless customer experience regardless of the channel.

  2. Integration Capabilities: Check whether the AI can be easily integrated with your existing systems, like CRMs or telco providers. 
  3. Tailored Industry Solutions: Opt for solutions that are customized for your specific industry and use case, ensuring that the AI aligns with your unique business needs.

  4. Commitment to Innvoation: Choose a provider that is committed to continuous technological evolution, ensuring that your Conversational AI solution remains competitive.

  5. User-Friendly Interface: A solution that offers a no-code, intuitive platform is ideal, as it simplifies management and allows your team to leverage the technology effectively without extensive technical know-how.

At Born Digital, we offer a comprehensive, state-of-the-art Conversational AI solution that meets all these criteria and more. Our platform is designed to integrate seamlessly into your business ecosystem, providing industry tailored use cases available across all communication channels. 

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