conversational ai for business
Businesses across all industries are using conversational AI in three common ways: customer facing, agent supporting, and internal employee facing. A customer facing assistant is just as it sounds - an assistant that can interact with a customer in place of a human agent. It answers simple questions from customers, freeing up human agents to tackle more complex customer questions. Agent supporting assistants support human agents while they are interacting with customers. The assistants can search for answers while the agent provides the unique human experience for the customer. And internal employee facing assistants can answer basic HR questions and find company policy information, among other things, for employees. Implementing conversational AI across these three areas of business greatly improves both customer and employee satisfaction.
from Chatbots to Conversational AI
Early versions of chatbots could give a scripted answer based on keywords in the question. Bots were able to answer precise questions with definitive answers, i.e. 'what is the date?' Now assistants can learn from customer interactions and apply context, when integrated with other capabilities.