How Conversational AI Automation Helps Improve Customer Service

Transforming Chatbot Technology Into Conversational AI Automation That Delivers Real Operational Benefits

What’s that pop up window on the bottom of your screen when you visit many websites today? A chatbot, of course. It’s hard to find many businesses that aren’t taking advantage of chatbot technology. However, most have yet to enter the world of conversational AI automation.

While a typical chatbot can answer frequently asked questions with simple, pre-programmed answers (or replying with “Sorry, I don’t understand” if it’s a query that’s new to them), conversational AI goes beyond basic Q&A with interactions that feel more authentic and even “human.” With conversational AI, users can upgrade their data plans, file insurance claims, pay their bills and much more directly from that same little window.

Where Chatbots Leave Off, Conversational AI Picks Up

The gaps in traditional chatbots and conversational AI are apparent in a number of areas, but particularly around natural language understanding, integrations with adjacent business systems, scalability and omnichannel and multilingual support.

Integrations, in particular, are crucial to getting conversational AI right–and ultimately transforming the way a business supports its customers. Without a way to seamlessly integrate conversational tools with the systems a business uses most, a chatbot is simply that; it can’t go beyond small talk.

Moving Beyond the Chatter

By integrating conversational AI and customer service tools at scale, businesses can create operational efficiencies and achieve higher customer satisfaction. Building out this conversational AI ecosystem allows companies to improve customer service in a number of ways. Here are just a few examples of what can be achieved:

1. Update customer information on the fly

Connect automated services to back-end systems like customer relationship management (CRM) platforms or other marketing platforms to update customer-provided information that might typically require manual updates by the user.

2. Personalize services and preferences

Connect automated services to back-end systems like customer relationship management (CRM) platforms or other marketing platforms to update customer-provided information that might typically require manual updates by the user.

3. Automate ticketing processes

For companies tracking product or support issues via a ticketing system (e.g. Zendesk), connecting conversational AI technology to automate ticket submission can save time and operational costs and provide service agents a full view of customer issues.

4. Manage asset management

Make it easy for users to order what they need through chatbot services. For example, perhaps a company has a wealth of new employees starting soon and need a way to easily collect their device preferences for remote working. Connecting conversational AI technology with asset management systems could make this activity a breeze.

5. Automate sales and orders

With the right setup, B2B companies using license- and subscription-based services can connect conversational AI technology with their sales CRM to automate new orders without needing to involve a salesperson. Additionally, by integrating conversational AI and a payment gateway/processing system, organizations can provide customers the opportunity to pay for those orders within the same conversational tool.

How Qore Technologies Can Help

These are just a few of the ways Qore Technologies can help you bring your conversational AI automation full circle and provide customers with an enterprise grade solution that’s positioned to truly move the needle.

Qorus Integration Engine is a fast and intuitive integration platform that allows conversational AI providers to create rich and powerful business operations powered by AI. By partnering with Qore, vendors can transition their chatbot technologies into true conversational AI automation for their customers.