5 Ways Conversational AI Can Improve Your Customer Experience

Customer satisfaction is a crucial factor in determining the success of a business. With the increasing competition in the market, businesses are relying on Artificial Intelligence (AI) to provide the best customer experience.

As more businesses learn about the advantages of artificial intelligence, they will be able to improve customer service and fulfill all their demands. This is where conversational AI can predict and meet customers’ needs.

Conversational AI is still a long way from being widely used. Despite this, the large-scale application of the strategy has already yielded certain strategic benefits.

Conversational AI allows humans to communicate with machines in natural language. It helps us promote a significant shift in how we interact with machines without breaking a sweat.

What is conversational AI?

Conversational AI is a type of artificial intelligence that enables users to converse with the machine. It is used for both customer service and research. Conversational AI, at its best, can produce a solution that is identical to what a human could create.

Conversational AI enables interactions between people between computers and humans through text and speech-enabled applications by detecting speech and text, interpreting purpose, deciphering different languages, and replying in a manner that mimics human conversation.

Read: Сurrent capabilities of artificial intelligence

What is the role of AI in improving customer experience?

Artificial intelligence can help you boost client retention, interaction, and customer loyalty. Though technology cannot replace humans, it improves productivity and enables customer support personnel to focus on higher-value tasks, such as answering commonly requested queries.

AI can be combined with various technologies like natural language understanding, deep learning, and machine learning to speed up consumer interactions and eliminate communication hurdles.

Artificial intelligence is often used in two distinct ways: to reach consumers with chatbots and to suggest products based on their behavior. Overall, artificial intelligence has a wide range of applications.

What is the work process of a typical conversational AI?

Before we learn about the different ways how a conversational AI can improve customer experience, let’s learn how it functions. Generally, Conversational AI follows the following work process:

Accept Input

People should initially provide their inputs to Conversational AI to function. The input formats, i.e., text and speech, are both accepted. If inputs are text, then text recognition technology is used, and voice recognition technology is used in the case of speech.


Text and speech recognition are both handled using natural language understanding. The program evaluates the inputs to determine the client’s needs before responding.

Conversational AI may be used by businesses to interpret responses in different languages. This is the most challenging portion of a Chabot’s job.

Read: Artificial Intelligence in Marketing


Natural Language Generation generates responses in a human-comprehensible language. After determining the human’s intention, dialogue management generates responses. The responses produced by the machine are then translated into human-readable English.


A conversational AI can potentially learn from previous customer interactions and improve its responses in the future. As the program learns from its suggestions, it improves its responses in subsequent chats.

5 Ways to Improve Customer Experience using Conversational AI

Now let’s dive briefly into some popular ways that improve the customer experience with the help of conversational AI.

1. Provide proactive, one-on-one customer service

You can identify how people experience difficulties and even provide thoughts into what’s triggering them by utilizing AI apps such as predictive analytics and machine learning.

By deploying Customer Service Automation solutions such as AI chatbots at specific customer touchpoints, your company can customize real-time customer interactions while being proactive.

Businesses may keep ahead of the curve by using chatbots to provide users with a seamless experience and solve any possible issues as soon as it occurs.

They can help researchers with recommendations and advice during the study process and arrange orders. They’ll improve your brand’s reputation while also improving your clients’ experience with it.

2. Reduce call center calls

It’s impossible to know the right number of agents required to handle calls and resolve customer questions.

Conversational AI in call center software provides an alternative to depending on customer care representatives to address difficulties. There are various cloud-based phone systems that offer call center software using conversational AI.

Customers can address issues without contacting customer support this way. When issues require urgent resolution or the consumer requests it, agents are notified and support the customers.

Conversational AI Bots are excellent problem solvers because they are tiny repetitions of queries. They learn by repeating the same query repeatedly to understand the query. That means most customer complaints are automated to give the best solution.

Read: How Artificial Intelligence Predicts Trading Market

3. Optimize workflow

It’s a wonderful idea to use AI chatbots to answer client questions. Conversations conducted at selected checkpoints on your website, responding to frequently asked questions, or giving support during the purchase are some major examples of optimizing workflows.

Customer support can then devote their time to more arduous duties. Even if a chatbot is unable to handle a problem, it can direct clients to appropriate agents.

4. Multi-channel support

Instant messaging, emails, and social media messages are becoming popular ways for customers to communicate with businesses. Whether the interaction occurs via Instagram or WhatsApp, your capacity to respond should be the same.

Conversational AI makes it easier to provide a tailored and comprehensive customer support experience for each engagement while keeping a good voice and tone. Add clips, buttons, or polls to spice up your replies and make them more engaging.

5. Increased Customization

The most important advantage of Conversational AI is that it allows you to customize your bot: understanding your clients, understanding their demands, and being able to deliver solutions tailored to those requirements will set you apart from the rest.

Implementing artificial intelligence helps you deliver intuitive responses to consumers’ questions as well as recommendations that suit their interests.

What are the major benefits of a typical conversational AI?

Basically, conversational AI is a phenomenal addition to the customer service department. It offers a wide range of benefits for businesses. Here are some of them:

More productivity

With Automated support, agents can accept simple requests to respond to issues faster and reduce cumulative response time.

Employee productivity is also improved by using virtual assistants that allow human agents to engage in several message chats simultaneously and respond to new tasks immediately.

Read: Internet Monitoring Software Helps to Increase Employee Productivity

Affordable cost

Customer service has a high operating cost because it stamps a great impact on companies. Conversational AI can manage a larger volume of queries than humans, offer more relevant and accurate information quickly, and enhance the accuracy and intensity over time. This ultimately reduces the overall cost of handling the customer service department.

Enhances employee experience

Conversational AI enables human representatives to focus on more difficult issues and improve customer relationships by handling simple tasks using their skills. It helps employees to optimize their schedules and tasks with very little effort.

Powerful insights

Conversational AI aids in the collection of fresh data that can be utilized to understand your customers and track employee engagement fully.

Knowing what customers need and dealing with them effectively ensures employees are doing the job in the right way. Also, customer retention rates will increase significantly.

What is the difference between a Chatbot and Conversational AI?

Basic chatbots are only suitable for a certain number of jobs. Generally, they work on rule-based programming to answer queries by matching the question in the database. Basic chatbots are unable to respond if they get a query that is not previously defined.

That’s why chatbots require conversational AI to improve their ability to interpret human language and accomplish increasingly complicated jobs and transactions to satisfy larger enterprises’ needs.

What are the major challenges of Conversational AI?

Conversational AI confronts difficulties that will demand the use of highly advanced technologies. Here are some of the major challenges:

Changes in communication

There are numerous aspects that can impact human communication varying from languages, dialects, accents, emojis, and sarcasm. Conversational AI systems must catch pace with the current generation’s way of speaking to understand the request properly.

Privacy and Security

Conversational Ai systems should be developed with security measures in place, especially dealing with private information that can be robbed. This ensures that privacy is maintained and that any personal facts are kept hidden or censored depending on the channel.

Read: Training Employees in VR: What Are the Risks

Learning and adopting

Despite conversational AI systems becoming more accessible to the general public, there are still hurdles to overcome to expand the number of individuals comfortable using the system for a broader range of applications.

Teaching your customer base about the benefits of technology will allow it to be better welcomed and generate better interactions.


Conversational AI holds the future. The next phase is to construct the foundation of customer engagement, focusing on creating compelling conversational engagements.

Developing a system that understands regular, informal, or a hybrid of both queries using conversational AI is best to provide an excellent customer experience.


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