Conversational AI Helps Companies To Stay Competitive In Covid-19 Pandemic

Conversational AI is the key component for enterprises to grow sustainably and stay competitive for greater efficiencies.

The pandemic dramatically affects the enterprise’s operations, especially since many contact centers have to close because they cannot cope with the customers’ demand significantly increasing while social distance and the decrease in the workforce.

As a direct result of Covid-19 pandemic, many companies accelerate their digital transformation and automation strategies not only to operate more efficiently but also to avoid disruptions. Because of the flexibility and scalability, a lot of the latest technologies are applied in business activities, especially conversational AI. 

Conversational AI is speech-based assistants and chatbots to automate communication and create personalized customer experiences via applications, websites or tech devices. It offers humanlike interactions by recognizing voice, text, touch or gesture input with different languages.

A research firm said that "Conversational AI technology is reshaping the customer experience in two ways. First, some customer touchpoints are taken over by the CAIP (Conversational AI platform), freeing up human agents to engage in more value-adding activities that improve the customer outcome. Second, the move to a CAIP actually drives improvement in the customer experience”.

Conversational AI helps companies to avoid the risk of bottlenecks, automatically resolve even the complex problems happening in the customer service process. The capable of seamless integration into backend systems to deliver fast, rich and meaningful customer experience through preferred language. 

The main driving force for AI-powered devices in response to the Covid-19 pandemic is to reduce chatbot development cost, deploy 24/7 omni-channel and enhance customer service support. 

Lastly, it cannot be denied that the Covid-19 pandemic has totally changed the operation of work and social life. But more than anything, the epidemic has promoted the digital process in businesses, and Conversational AI is the key component for enterprises to grow sustainably and stay competitive for greater efficiencies.

Source: DZone

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