AI unmasked: What is conversational AI

In May 2019, the Collision Conference  took place in Toronto for the first time, and we couldn’t miss it! It was a great opportunity to meet amazing people, learn from great companies and showcase our own capabilities.



Attending the first day’s talks at the Collision center stage

AI solutions naturally attract attention

Lots of interest interest in our conversational AI

We’ve all seen the numbers and they tell us that customers are more likely to make a purchase if they’re able to speak to a representative at the time of purchase. Study after study shows that if you can prevent even the smallest percentage of customer defection revenues and profitability can literally skyrocket as much as 80%. Just as important, the faster is your service the better is customer experience.

The same can be said for customer support. More than 70% of customers say that responsive customer support providing fast, courteous, relevant and contextual answers to their inquiries are the most important factors in determining the quality of customer service and the likelihood of that customer doing business with the company in the future.

As our world becomes even more “on-demand” and global, providing around the clock sales and customer support is quickly becoming a key differentiator. Customer’s desire to do business with companies on their own schedule and terms are driving financial growth and customer loyalty across all sectors and industries. Companies that neglect this “always on” requirement not only lose out, but need to find ways to be competitive.

Unfortunately, only the largest companies have the financial resources to deliver 24x7 customer support and sales operations. Still many of the largest companies can’t justify the expense of building out and staffing a 24 hour contact center. While outsourcing to a BPO is always an option, statistics show a diminishing return for outsource customer and sales support operations.

As customers continue to drive up the use of chat and social communications for customer support and sales, along with the incredible growth in Artificial Intelligence technology, smart companies on the forefront of customer service now have the ability to offer around the clock service for a large portion of their customers.

Think about this: While the average phone support call has previously been measured at almost 6 minutes, the average chat session lasts just 42 seconds, indicating that the vast majority of customer support issues are simple and only require limited information in order to leave a customer informed and satisfied with the interaction.

Today Artificial Intelligence can deliver a personalized, informed, and contextually relevant response to just about any question related to most customer inquiries. Add on the fact that AI actually “learns” as it interacts with people and information and the value to the customer and the vendor actually increases over time.  Wouldn’t we all like to have immediate service with zero wait times and fast, courteous response that immediately addresses our needs? I know I would.

Implementing Artificial Intelligence for customer service comes down to an application cost that, when amortized over the number of chat or social sessions it can handle, reduces customer support costs to as little as 10% of traditional contact center and agent expenses.

The one objection to relying on Artificial Intelligence in the contact center is the customer experience. There’s enough bad press out there about Chatbots and broken, robotic responses that are sometimes irrelevant that some customer support professionals are wary of any form or automation. My response to that is, while those were valid concerns; just take a look at Siri today vs. 2 years ago. The quality of responses has dramatically improved, as has the customer perception and usefulness.

What are your thoughts about Artificial Intelligence in the contact center? We’d love to hear from you.