What is Conversational AI for Customer Service?

Conversational AI for Customer Service: What is it?
- Natural Language Processing (NLP)
- Machine Learning algorithms
- Intelligent dialogue management
- Context-aware response generation
- Multi-channel integration
Conversational AI for Customer Service: Why is it Important?
1. Evolving customer expectations
- Instant response capabilities
- 24/7 availability
- Personalized interactions
- Consistent service quality
2. Need to attain competitive advantage
- Reduced operational costs
- Scalable support infrastructure
- Enhanced customer satisfaction
- Data-driven insights generation
Conversational AI for Customer Service: What are the Use Cases?
Retail and E-commerce
- Product recommendations
- Order tracking
- Return processing
- Personalized shopping assistance
Financial Services
- Account inquiries
- Transaction support
- Fraud detection
- Automated financial guidance
Healthcare
- Appointment scheduling
- Patient information management
- Preliminary symptom assessment
- Treatment coordination
Telecommunications
- Technical troubleshooting
- Billing support
- Service plan recommendations
- Network performance reporting
Conversational AI for Customer Service: What are the Benefits?
Enhanced customer experience
- Personalized interactions
- Reduced wait times
- Multichannel support
- Consistent communication
Operational efficiency for the enterprise
- Automated routine inquiries
- Intelligent ticket routing
- Reduced human error
- Scalable support model
Data-driven customer insights for the enterprise
- Customer behavior analysis
- Performance tracking
- Predictive support strategies
- Continuous improvement mechanisms
Conversational AI for Customer Service: Best Practices
Implementation strategies
- Define clear objectives
- Select scalable solutions
- Ensure system integration
- Continuous algorithm training
Maintain human oversight
- Performance optimization on a regular basis
- Regular knowledge base updates
- Comprehensive data training
- Implement robust security protocols
- Monitor interaction quality
Conversational AI for Customer Service: Customer Success Stories
Our leading clients are leveraging conversation AI for customer service using eGain AI platform that includes knowledge, conversation, and analytics hubs, realizing transformational business benefits. Here are some examples:
Global Fashion Retailer:
- Deflects up to 90% of contacts on order status, products, returns, and refunds with virtual assistance across multiple brands
Multinational Omnichannel Retailer:
- Handles 2M+ interactions per year through digital channels such as virtual assistance, messaging, and chat and digital deflection from the IVR2M+ digital interactions annually
Federal Government Agency:
- Deflected up to 70% of calls with virtual assistance and slashed case handle time by 25%, while providing 400% more taxpayer digital service per hour25% reduction in case handle time
Insurance Carrier:
- Automates 55% of chats with conversational bot and deflects 39% of calls with digital self-services
Conversational AI for Customer Service: How to Measure Success
- First-contact resolution rate
- Self-service deflection rates
- Average handling time
- Customer satisfaction scores
- Cost per interaction
Conversational AI for Customer Service: How to Get Started
- Assess current customer service infrastructure
- Identify improvement objectives
- Research compatible AI solutions
- Conduct pilot programs
- Train staff on new technologies
How to conduct a pilot risk free?
Have you ever bought a car without a test drive or by pushing a toy car? The answer for most people is a no. The same principle applies to acquiring conversation AI solutions for customer service.
Why risk it with a toy sand box or without a production pilot? eGain can help you get started on this journey risk-free with eGain’s unique Innovation in 30 days program, a no-charge, no-commitment production pilot with expert guidance to experience conversational AI for customer service firsthand. Many of our enterprise clients have taken advantage of this approach and adopted our conversation AI solutions risk-free. Learn more about it here.
Want to talk to us first? Contact eGain to explore how conversational AI can transform your customer service operations!
Related links
- What is Customer Support Software?
- What is Customer Service Software and Why is it Important?
- What is AI for Customer Service?
- What is AI Customer Service Software?
- What is Knowledge Management?
- What is Knowledge Management Software?
- What is a Knowledge Management System?
- What are Knowledge Management Tools?
- What is a Knowledge Management Process?
- What is the State of Generative AI in Contact Centers?
- Knowledge Management for Dummies: 2nd Edition, John Wiley & Sons
- Download Gartner Market Guide for Customer Service Knowledge Management Systems