Conversational AI is the use of speech-based assistants (such as chatbots, voicebots) in order to create an easier and more user-friendly experience for the customers.
Jul
AI unmasked: What is conversational AI
Nicole Sky
Jul 11, 2019
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Intent-driven Data Critical for Sales Growth
One of the most central causes of missed growth opportunities and overspending is a failure on the part of businesses to create strategies that are tailored to the intent of the consumer. Recognizing and harnessing visitor intent brings increased engagement with relevant messages and calls to action.
Once a business identifies purchase intenders it can create content that aligns with their needs and desires in order to increase the likelihood of conversion. Consequently it can pick up on pre-sale signals from visitors in the research phase and drive lead-nurturing initiatives accordingly. The ability to identify this spectrum of visitor intent is key to creating relevant engagement campaigns that drive sales.
nmodes has been at the forefront of delivering consumer intent to businesses.
We sort the intents based on conversation topics, called ‘streams’.
Here is a stream of people looking for a hotel:
A stream of people who are getting married:
A stream of people thinking of going on a cruise:
Travel Chatbots Update
These are early days for travel bots. They mostly specialize in customer service, customer information and sometimes online booking. Advanced AI technology is good and getting better by the day, but it does not replace a person. And that's unlikely to change for a while.
In order to create a positive and enjoyable experience it is imperative to have a clear understanding of what bots do well and what they don’t.
One area where they have clear advantage over humans is response speed. Using bots makes your travel business scalable. Bot can handle mutlple user conversations simultaneously and replies instantly.
The part of the bot technology that needs significant improvement is understanding of the meaning of what customer said. The solution is to take the user off the bot when this stage of the converastion is reached. One of the popular techniques is to redirect the user from bot to the website when the questions get complicated. The majority of users are at ease with website navigation where they find themselves in the familiar environment.
This approach allows to utilize the scalability of the chatbot while maintaining the high level of customer service.