Conversational AI: Transforming EX & CX with Automation

Conversational AI

Conversational AI facilitates accessible communication between humans and machines through text or speech. It works by analyzing the address of a user or the pattern of text, predicting their response style, and then replying with curated and adapted content. The best form of conversational AI can create natural human sort of interactions.

According to a survey by Statista, this is how organizations are leveraging conversational AI solutions:

  • 78% use AI chatbots for simple self-service scenarios.
  • 77% use bots to assess the type and difficulty of a query before they pass it on to a human agent.
  • 70% use bots to retrieve information for their agents so they can offer recommendations to customers and resolve their queries in quick time.

Scope of Conversational AI

As we are moving to digitalization day by day conversational AI is making it easier for humans and computers to communicate. The best conversational AI can offer results which are indistinguishable from a human. Conversational AI uses different technologies such as Natural Language Processing, Advanced Dialog Management, Machine Learning and Automatic Speech Recognition. As a result of these technologies it is possible to learn from every such interaction and respond to them accordingly.

Employee Experience (EX) and Customer Experience (CX) – An Overview

Employee experience, as the name states, is the experience of a person working in a company. This experience considers the workspace, interactions with colleagues, dynamic bindings, corporate culture, and much more.

Customer experience, on the other hand, states how well a business engages with its customers. Starting from marketing to sales and delivery, everything matters in customer experience. The customers’ feelings, their perspective toward the brand, and their connection to it. All of these matter as to how a customer feels about your company.

Both EX and CX play a significant role in deciding how well your business runs. Both are essential. Happy employees and happy customers will directly lead to a business being successful.

Why is Conversational AI Important for Business?

Conversational AI

Conversational AI is helpful to businesses in a wide range of ways. It starts from lead generation to growing demand among customers. Several companies have these AI-based tools that can help improve sales. As there is a steady rise in technology and advancement, several applications will be automated and enhance the user experience. 

Let us look at how conversational AI is creating an impact on businesses:

1. Optimized Customer Service Operations

Irrespective that customers might be unaware of conversational AI, it has become an integral part of the business. Most big brands have chatbots and voice bots. With Conversational AI, NLP and ML companies can understand users’ thoughts and experiences. This, in turn, helps them provide better-customized expertise to the customers compared to their competitors. In addition, these solutions are easy to scale and can be implemented widely through multiple enterprises.

2. Improved Sales and Marketing

These days customers are provided with a vast range of options. As a result, their expectations have increased as well. Conversational AI can help any business by improving their sales and marketing. Several Artificial Intelligence-based solutions can help understand customers better. The buyer profile, social media preference, and role can be better understood.

As a result, every customer can be provided with tailor-made solutions for proper and timely conversions. In fact, with time, it will be possible to create better interactions by considering the emotion of customers, their sentiment, and even their intent. One can make a lot more sales simply by understanding the customers’ needs.

Read More: Conversational AI Platforms: Determining the Right Solution for Your Business

How is Conversational AI the Next step in Customer Experience?

With the increase in customer expectations, there is a need to improve the tools these companies provide for better customer engagement and experience. Machine Learning, Natural Language Processing, Artificial intelligence, and other technologies and methods have resorted to advanced approaches that enable businesses to interact with all customers with greater efficiency and make it more effective.

Such technologies let one experience a seamlessly high and personalized customer environment across many channels. If a customer engages with a company through text or chatbot, all the essential information, emotions, and sentiments can be analyzed from a live agent. Such flexibility is necessary and valuable because customers increasingly prefer communication through multiple channels.

Conversational Artificial Intelligence has successfully driven all the upcoming generations of customer service. Their journey has just begun. Day by day, consumers are becoming confident and comfortable with all the Artificial Intelligence-based interactions. This entire trend is focused on improving the automation process and making it the new normal.

Conversational AI

1. Automated Multiple Operations

Each and every task does not require attention from humans. Conversational Artificial Intelligence helps to resolve low efforts of calls and emails. As a result, customer service executives get more options to focus on complex interactions. As most of these processes are automated, conversational AI helps to reduce the operational cost by many folds.

The errors that are associated with manual data entry are also reduced. In addition to it, the technology can take out insights that human representatives will not be able to recognize at the moment. So, the overall process speed has increased by quite a few times.

2. Augment Agent Capabilities

Conversational AI is allowing agents to be fearless, more efficient and productive. These days the number of record calls is increasing and there has been more than a 50 % increase in tough calls. Conversational AI can augment agent capabilities with proper insights, automated knowledge bases, notifications, and alerts. All of these happen during any live customer interactions.

For example, if an agent forgets to disclose the necessary information required for compliance, an AI-based program can send a reminder. In fact, by recording relevant information in real-time situations, conversational AI can help improve the time constraints and reduce the extra time consumption after work.

3. Improved Decision Making

It might not be possible for humans to do the same task again and again with time and the same perfection. But so is not the case for machines. Conversational AI is quite similar. Because of this, business leaders are making use of this technology that is helping customer service employees to make better decisions. 

Conversational AI allows employees to offer a better understanding of customer concerts, including context and background. Based on this information, employees can take the following best action best suited for every situation.

Read More: Conversational AI Wins More Sales While Saving Time, Expense & Effort [Here is How]

4. Less Response Time

These days customers are impatient and need immediate resolution of their issues. Conversational AI can reduce the response time across channels from email. Webchat and other phone traffic from review sites and third-party aggregators. Conversational AI can help digest vast amounts of emails, social media, chats, and phone calls. As the machines are doing the work, live representatives can speed up the time process for resolution and satisfy the customers who need it now.

5. Enhanced Customer Experience

Conversational AI helps every customer experience some personalization or customization, which was not possible previously. It might seem that machines can understand humans better, but that is not the reality. Devices can work on data. There is no way that your work can go wrong.

Conversational AI makes it possible to understand every customer and interact with them. There might be a unique set of problems that needs close attention and customization. The resolution process otherwise is not easy. But the best part is that Conversational AI makes it easier for all.

Sundar Pichai once said,” AI is one of the most important things humanity is working on. It is more profound than, I don’t know, electricity or fire.”

Personalization and customization help businesses get a better picture of their customers. This is precisely what lets them act and causes them to make suitable decisions. Conversational AI can help take care of problems even before they come up. They offer solutions long before the problem arises. In the same way, these can identify all the individual sales and the opportunities for better lead generation, and conversational AI targets different areas, which helps to improve any retention of impact.

6. Boosts Revenue and Growth

Every business needs solutions that help to drive revenue and improve growth. Conversational AI helps reduce the costs involved in customer service by taking over such tasks. These would require a human effort, but here it doesn’t. Whether it is about HR, personal costs, or even overhead costs. You can enjoy a significant decrease in such costs. At the same time, by improving CX, there will be more substantial revenue generation and growth, and customers will spend more time and promote your brand by word of mouth.

How can Conversational AI Help Improve EX?

There is a change in the way employees interact with the different content, organization, people, and tools. The way we interact is based on messaging, and conversational AI helps in the following ways:

Messaging has become an essential part of communication. It is not just a part of our personal lives but also our professional lives.

● It is easy to access, and these AI bots are available 24/7 to create a one-stop to answer all customer queries. 

● The channel is based on text, and that offers automation opportunities. It serves as a foundation for all AI-driven processes in the entire organization. 

● Users can focus on other tasks, be it client-side or employee side. Be it in HR or sales, or any other department, it is possible for employees to use such chatbots and save time. It is also possible to prioritize important tasks. 

● Data from different chatbot conversations like keywords, analysis of intent, and results of polls can help teams prevent employee troubles and improve the morale in the company.


Conversational AI already had a deep impact on the organizations who have implemented it. As day by day consumers are demanding a better experience and businesses are trying hard to provide that sort of experience to the users and employees, Conversational AI is being implemented rapidly throughout such organizations. 

Shambhavi Sinha

Shambhavi Sinha is working as an SEO expert at Ameyo. She also likes to write tech-based stuff. Her aim is to provide knowledge to users by sharing the knowledge about the latest trends about contact centers.