Benefits and Use Cases of Conversational AI in Marketing
Conversational AI offers unparalleled opportunities for businesses seeking innovative (and meaningful) ways to connect with customers. With several...
Incorporating conversational AI at an enterprise level is becoming the norm for most businesses looking to improve customer loyalty while gaining efficiencies. Empowering people to solve many of their own concerns with an intelligent AI agent saves businesses a significant amount of money. Most importantly, it helps enterprises become more user-centric and successful.
In this entry, we will discuss multiple use cases for conversational AI at the enterprise level that can help businesses stand out from their competitors, improve efficiencies, and save costs.
Integrating conversational AI is a versatile task that allows multiple departments to improve their understanding of customers and their relationships with the brand. The following are some of the most common conversational AI use cases we have found
As we mentioned initially, allowing customers to solve problems independently is a tremendous win for both the customer and the business. Automating some of the most common patterns and interactions journeys customers follow is much better than having to wait for an answer for hours on your phone.
According to Forbes, this conversational AI use case has become so prevalent that 67% of customers prefer self-service over speaking to a support agent.
Running customer experience and service departments at the enterprise level with conversational AI can be a daunting task. Floors full of agents handling customer inquiries permanently, many of them repeating themselves and helping people solve relatively simple issues primarily. With a conversational AI solution, this operational paradigm shifts. From having multiple agents handling routine calls, their role becomes more meaningful and impactful by helping customers solve difficult problems. Conversational AI empowers the rest of the customers with simple concerns to get answers faster.
Handling large data sets is a challenge for most enterprises, especially when handling large numbers of interactions with customers. The conversational AI solution can handle many interactions across multiple mediums but also excels at analyzing data and patterns at scale. You can easily automate reports, get access to analytics, and improve performance in real time.
Beyond being a solution whenever customers have concerns, conversational AI can also be a proactive tool for enterprises. For instance, if you have a particular promotion, you can send an automated email or SMS or even call your customers to let them know. At the same time, you can help customers by sending them payment reminders, contract updates, etc.
Conversational AI can also help sales and marketing teams generate leads and build systems to qualify them. Beyond solving potential customer inquiries, it can be a proactive support system that helps your enterprise better understand which customers are interested in additional products or services.
New team members can onboard themselves and train their skills with conversational AI solutions. For instance, if you are trying to help them understand potential ways to solve a particular problem, you can ask them to review the conversational patterns, reports, and overall analytics related to that subject. That way, they can learn potential hurdles when the problem escalates and possible solutions before handling a live interaction.
A virtue of conversational AI solutions is that they have access to massive amounts of data in a much more accurate and agile way than a human representative. With that information and the capacity to better understand how to solve problems for particular segments, enterprises can easily personalize their customer experiences.
As we previously mentioned, proactively using conversational AI solutions to reach customers with potential products or services that can anticipate their needs is a fantastic use case. Rather than going through the process of segmentation and outreach, a conversational AI advanced product can help you upsell to those customers who would find it valuable.
Journey maps help enterprises better understand potential interactions between customers and their brands. The process becomes much more intuitive, nuanced, and detailed with conversational AI mapping. Rather than having a team of CX experts do this by analyzing mass data sets, they can use AI journey maps combined with their qualitative insights to understand customer interactions better.
Segmenting information at an enterprise level is a time-consuming process. Conversational AI tools help strategists with this process by automatically defining potential segments worth exploring.
Understanding customers is critical to improving their experiences and becoming a more successful business. The challenge at the enterprise level is the scale and complexity of what a research project can take in terms of time, resources, and unit economics. Conversational AI becomes a valuable research tool by reducing the effort required to understand customers, allowing decision-makers to find insights and operate more confidently.
Enterprises are massive organizations with multiple departments, key stakeholders, and priorities. Conversational AI solutions are a great window of opportunity by aligning objectives with actual end-customer behavioral data to help internal alignment and decision-making. At the same time, this technology can also provide valuable support with training, access to information, customer validation, etc.
The benefits of conversational AI for enterprises are clear: operational efficiency, data management, and improved CX. While the initial efforts may seem complex with certain providers, others like Mosaicx can help you integrate this technology with little technical effort or additional resources from your end.
In a competitive market, having access to genuine customer data while also allowing your team to do more meaningful work can differentiate your brand from the market.
Reach out to our team and let us show you how we integrate next-generation virtual agents and white-glove services to help enterprises meet their most ambitious goals.
Conversational AI offers unparalleled opportunities for businesses seeking innovative (and meaningful) ways to connect with customers. With several...
Incorporating conversational AI at an enterprise level is becoming the norm for most businesses looking to improve customer loyalty while gaining...
Understanding customer needs and translating them into actionable business decisions and key performance indicators (KPIs) is a significant challenge...