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7 key advantages of conversational AI to improve your CS

2 min 4. 10. 2022

Today, virtual assistants can significantly help to increase your customer satisfaction. And we don’t just mean handling FAQs or 24/7 support. With the latest technologies, a chatbot can help your customers to choose a product or remind them that their contract is about to expire.

Unlike live operators, who get tired of continuously repeating tasks such as password resets, virtual agents can always approach these requests with strong enthusiasm and care. A chatbot never needs to sleep, is always in a good mood, and never gets distracted by anything or anyone. This brings a better customer experience, and it also increases the value of live operators, who can now take on more complex tasks.

What is conversational AI all about?

Conversational AI is a set of technologies that enables computers to understand and respond to a user’s text or voice input in a natural way. It’s a process that helps people get things done faster and more efficiently.

The real power of conversational AI lies in its ability for personalised interactions with large numbers of customers at the same time. It therefore gives you more ways to communicate and engage with your customers.

Today’s customers expect to be able to communicate on their favourite platforms, like Facebook or WhatsApp, using text and voice, just as they communicate with their friends and family today. It’s easier and faster than using other communication channels they’re not familiar with.

Gartner predicts that customer service organisations that incorporate conversational AI into their processes will increase their productivity by up to 25% by 2025.

What technologies do virtual assistants use?

Conversational AI uses a combination of natural language processing (NLP), machine learning (ML), automatic speech recognition (ASR), natural language understanding (NLU) and other language technologies to process spoken and written words and produce the best possible way of handling the job of responding to user input.

NLP systems are the foundation for all conversational assistants. We use the Czech NLP from IBM, which we consider to be the best on the market. However, we want to have an even more advanced system that can handle Czech and Slovak together. For this reason, we’ve decided to develop our own NLP system, which we are currently working on.

Let’s take a look at the 7 key benefits of conversational AI

1. Communicate with your customers in real time and in the right place
That means whenever and wherever they are. Because they’re computerised machines, chatbots are available 24/7 – even during bank holidays and on weekends. Plus, you can connect them to all the available platforms, like web chat, FB Messenger, WhatsApp, and many more.

2. Serve multiple customers at once
It doesn’t matter how many users are browsing your website at a time, or whether just one user wants to interact with you, or a thousand. Give each of them immediate personal attention, even outside working hours.

3. Personalise your content
The more your interaction is personalised to customers, the more loyal customers will be to your brand. Address the customer by name or remind them of a product they’ve already viewed. A chatbot can remember information from previous conversations or query internal systems for order status or contract validity.

4. Get more customers and boost your sales
Customers won’t buy if they don’t know the product or service. Reach out to potential customers, introduce your service, and help them choose during the buying cycle.

Support your sales

5. Build relationships with your customers
Fast and accurate information is crucial for customers. And if your customers can rely on you, they’ll be happy to come back. Unlike live operators, chatbots are never overworked, don’t make mistakes, and always respond immediately.

6. Collect information and contacts
Conversational AI is an excellent tool for data collection. Track saved conversations and statistics, create contact forms, or just ask the customer a few simple questions – the chatbot forwards their answers to email for further processing, or straight to a live operator.

7. Turn surveys into enjoyable conversations
Nobody likes long, annoying surveys. Gather feedback in a fun and natural way. Ask your customers how they like your services and products, create an original quiz, or involve them in a competition.

Support your sales

Give your customers a real experience

If you decide to deploy a chatbot at your business, start by defining the purpose of your company’s conversational interactions. Link the chatbot to internal systems and tailor responses to the customer. A chatbot can connect to your CRM, booking systems, or other internal databases.

Create an engaging user experience that will help you reach a wider audience and increase customer loyalty, and with it, your revenue. By following best practices, you’ll reduce the risk of a poorly designed chatbot, which could have a negative impact on your customers.

Let us create a chatbot that’s customised to your requirements and ideas. performs development work for customised chatbots – from communication analysis to content creation to user testing. Write us! 💌

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