Conversational AI for Enterprise

By Machielle Thomas

From customer service to supply chains, enterprises worldwide are looking to conversational AI to improve operational efficiency and, most of all, increase customer satisfaction.

Long wait times, circular menu prompts, old-fashioned chatbots that frustrate more than assist – these channels no longer cut it for the modern customer.

Yet fast access to agents often places unsustainable costs on enterprises and inhibits them from scaling customer support effectively while maintaining high-quality service.

So, what makes conversational AI the rising star among emerging technologies?

How about its human-like ability of natural language understanding, its dynamic adaptation to learn from conversations and the way it can deliver personalized responses as if the user is chatting with a knowledgeable and attentive human agent.

In this guide, we’re going to cover all the benefits and user cases of enterprise conversational AI platforms. With adoption accelerating across industries, no enterprise wants to be left behind. Read on to discover the many benefits and real-world use cases for this conversational artificial intelligence.

What is Conversational AI for Enterprise, and How Does it Work?

Conversational AI systems can have back-and-forth discussions by understanding regular human language and responding intelligently, much like a regular support agent.

Here is what powers the tech.

  • Machine Learning – Models are trained on vast volumes of conversation data to continually enhance understanding and responsiveness over time.
  • Natural Language Processing – Language patterns allow systems to grasp the true intent within complex questions and requests.
  • Tight Integrations – Direct connections with essential enterprise systems pull the precise data necessary to resolve issues.

While the technology behind conversational AI is complex, the concept is simple to enable discussions that feel human. Enterprises utilize these systems to transform customer service, marketing, IT support, and more through virtual agents that chat naturally.

5 Ways Conversational AI Can Benefit Your Enterprise

There are numerous advantages to conversational AI. To whet your appetite, here are five impactful ways that can benefit big businesses, promising enough to convince enterprise leaders they can no longer afford to take a ‘wait and see’ approach to conversational AI.

  1. Improved Customer Experience

With rising customer expectations, rigid chatbots relying on scripts and trees will go the way of the dodo. Worlds apart in customer engagement, by continually training on real dialogues, these systems grasp contexts, ask clarifying questions if confused, and avoid robotic responses.

By using sentiment analysis, these systems better gauge customer moods and reactions. The interactions are actually enjoyable and hit the sweet spot between instant self-service and high-touch support.

  1. Lightning Fast Customer Support Response

“Please hold on while we connect you.”

That perennial greeting won’t cut it much longer, as customers expect rapid, even instantaneous responses. Yet rapidly scaling human agents strains budgets and risks quality. Enter conversational AI as the solution – available 24/7 across channels to deliver consistent, responsive customer support.

With conversational AI, onboard inquiries get resolved efficiently without clogging up queues. After greeting customers, they can pull customer history, understand context, and provide personalized direction to the next steps – be it self-service options or connecting customers directly with the right human specialist.

Our Triage platform is an example of how AI can predict, prioritize, and triage customer support tickets using historical knowledge, sentiment, and intent

  1. More Productive Teams

Conversational AI lends a helping hand across enterprises, automating repetitive tasks to free up employees. Virtual assistants handle frequent customer inquiries, IT issues, HR queries, and more behind the scenes.

With AI also getting smarter daily from real user interactions, the collective productivity lift compounds quickly.

  1. Data-Driven Insights

Conversational AI generates a trove of data from every customer interaction, capturing needs, pain points, and queries. Advanced analytics applied to these insights uncover trends about rising issues, product gaps, and changing priorities.

Keeping the pulse on the voice of customers in real-time, conversational AI can agilely respond to market shifts. This intelligence can then be made use of to give the enterprise a competitive edge in adapting to customer wants and needs swiftly.

  1. High Accuracy Protects Brand Reputation

In an era of misinformation, customers want reliable, vetted answers. Conversational AI delivers – these systems access verified data sources like knowledge bases and customer histories to guarantee response accuracy. With credibility vital for brand reputation, accuracy rates build immense trust.

And by continually training on new dialogues, conversational AI keeps sharpening its understanding. The end result is AI-augmented conversations customers can depend on for the right information.

Real-World Use Cases for Enterprise-level Conversational AI

The following use cases demonstrate some of the ways that AI-powered conversations can drive improvement in enterprise operations.

Onboarding Process Automation

The onboarding experience can shape a new hire’s experience with a company. Yet the traditional approach of manual paperwork and long checklists can be overwhelming on their start day.

Conversational AI steps in efficiently handling information gathering and form submissions, automating tasks like equipment provisioning, desk assignments, and initial introductions. This automation is done with minimal need for HR intervention.

By incorporating Conversational AI, the onboarding process becomes an engaging and efficient experience, easing the transition for new hires. HR teams can redirect their focus to tasks that automation can’t yet handle.

24/7 Customer Support

Customers expect instant, around-the-clock assistance today. Yet staffing live agents 24/7/365 isn’t a feasible option for all enterprises. Manning those support desks with conversational AI agents who can engage in natural conversations without ever getting tired provides a scalable solution.

Powering uninterrupted customer service with conversational AI, the experience sticks with customers.  And invaluable data, with fresh insights into emerging issues and off-hour surges, can be revealed due to the expanded coverage window.

IT Support Assistance

The traditional approach of manual ticketing systems and long wait times for IT assistance is becoming a thing of the past.

Conversational AI platforms are equipped to handle a wide array of IT-related queries and issues, from password resets to system troubleshooting. They can interact with users in a natural, conversational manner, quickly understanding the problem and guiding the user to a solution or escalating the issue to the appropriate IT specialist when necessary.

The Future is Now for Enterprise-level Conversational AI

Now we’ve illustrated the value that conversational AI can deliver across your enterprise, what’s the next step?

At Forethought we offer next-generation conversational solutions purpose-built for customer service automation.

Our generative AI platform allows enterprises to easily develop virtual agents that handle inquiries with human-like intuition. Through natural language conversations, increased containment rates, improved CSAT scores and shorter resolution times are achieved. 

Request a demo today to discover more about how you can future proof your contact center while achieving hard ROI based performance gains.

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Interested in generative AI for customer support? Check out this guide to learn about the 3 key pillars you need to get started.

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