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 are experiencing a strong demand for conversational AI solutions. It is coming from every corner of the B2C market. It is growing by the day.
Conversational AI is becoming increasingly popular among the consumer facing business community. It is easy to see why - AI offers sales and customer service scalability and therefore is critical for the long-term success of a business.
Conversational AI solutions such as chatbots, voice bots, and virtual assistants provide much needed speed and efficiency, in an age where the rapid advancement of technology makes them virtually the only sustainable customer service solution.
Bu there is a catch - AI is complicated. Mainstream businesses do not have in house AI expertise. And it is not part of their business model to develop such expertise.
Today’s market offer several good conversational AI solutions, such as IBM Watson or Google DialogFlow. However, getting a business value out of them requires the very AI expertise that mainstream companies do not possess.
So what can be done?
Any AI solution should follow these three steps in order for the mainstream business community to fully benefit from it:
1. Zero Wait Times
Do you suffer from long chat queues? How about any chat queues? Can you imagine a world where your customers are either immediately engaged in a proactive chat, or can easily decide to engage in a on-demand chat and get immediate service, no matter how busy your contact center is? Well, that day is today. With AI chat integrated into your contact center customers can be served immediately with no additional agent resources required. Now you can change your focus from calculating the time before a chat session starts to hcounting the number of chat sessions escalated to a live agent (We’ll give you a hint: It’s a lot less with Chat AI).
2. The High Efficiency Rate
The average chat session is completed in 42 seconds. With most questions being answered in just a few short seconds (Unless you’re Zappos, of course), Chat AI can quickly and effectively address most problems today, without having to engage a live agent. The savings in time and abandonment rate combined with the increased customer satisfaction, not only reduces costs, but delivers a measureable improvement in performance and customer perception.
3. It Really Understands Language
True Artificial Intelligence is not the robotic, sometimes irrelevant interaction of yesterday. Answers are more personalized, relevant, and complemented by the newly acquired ability to access multiple data sources to deliver the best possible responses to inquiries. The technology “learns” the longer it is deployed, as a result customer experiences improve with time without the need for additional investments in technology, people, or processes.
4. No such thing as a “Sick Day”
AI doesn’t sleep, it doesn’t get sick, you don’t need to train it, and it’ll never quit in the middle of a seasonal rush. You don’t even need to give it lunch, breaks, or let it go to the bathroom. Imagine how easy Workforce Management becomes when all you’re doing is flipping a switch. Scheduling becomes less and less of an issue over time, as the application continues to learn, making your investment more valuable over time.
5. 24x7x365
Imagine the increase in sales volume and support cases your business could handle if you’re able to offer 24x7x365 chat. And cart abandonment plummets when customers are offered chat. Today Chat AI can answer anywhere from 70-90% of customer inquiries meaning that only the most verbose requests require a human, and at an operational cost that is often 4 times less than the cost of staffing a contact center.