2020 has seen a great boom in the use of chatbots across the industrial sector. Chatbots are full of advantages to provide undeniable experience for customer services. So, conversational AI is an integral part of business practices across all industries.
The role of chatbots is not limited to customer services only. Although they are recommended for customer support. Conversational Bots are helpful to promote marketing and sales activities.
Since chatbots are a small application of conversational AI. Conversational Intelligence has a much wider scope. It compiles the trending technologies and utilizing the mix for variant purposes. Artificial Intelligence has captured a significant share in conversational marketing.
“What” & “Why” paves a path towards the Conversational AI trends for 2021. And, also, to the reason why it is a priority for the major section of the industry.
What Is Conversational AI?
The set of technologies that help simulate the conversational environment is coined as conversational AI. These sets of instructions are used in conjunction with Virtual agents like bots to make them capable of understanding the intent and tone of the words framed together into a sentence and then process a response to the text or voice message and reply in natural ways. Therefore, Conversational AI accommodates the interaction between peoples and complex systems.
Why Conversational AI Is In-Demand?
The systems and processes are getting more complex. Because of the increasing technical demands in the industry. And it gets difficult for the non-technical users to navigate through the complex problems without any expert help. The use of chatbots at the forefront eases the movement of the user when surfing or shopping online. It is a step ahead towards betterment. Customer experience is the priority for the industries now. Hence, the customer experience will be simpler and more intuitive. (Only by replacing the traditional UIs with the conversational dialog boxes).
Why Conversational AI Becomes A Priority In 2021?
1. Manages Dialog Turns & Twists
A normal human conversation is full of uncertainties. Each dialog in conversation is capable of changing the flow of conversation further. Understanding these turning points is the major goal of inducing Natural Language Processing techniques into AI applications. Hence, the Conversational AI concept manages instant pauses, rollbacks, or repetitive conversations. It also provides a fluent hassle-free experience to the users.
2. Context Management
Since we are talking of bots, we can’t be sure that the bot you chatted with a month ago still remembers the highlights. Neither we can be sure it will continue the conversation from the same endpoint. But Conversational AI knows that every conversation has some context involved. And it is also aware that context levies the importance of information. Conversational AI holds the context from past conversations. Because of this, it can resume the conversation from the same endpoint. For example, user information, preferences, queries, etc.
3. Sentiment Analysis
Conversational AI makes bots capable of analyzing the emotion and tone of the conversation by breaking down the sentences/phrases into singular words. Each word or utterance is then further analyzed considering the key triggers, connotations, and placement in the sentence. You can count them as individual metrics that combined together to define the type and intensity of the emotion conveyed through the conversation.
4. Multilingual Support
Conversational AI supports almost every language. Hence, contributing to your business growth by giving you access to understand the intent of individuals across the globe. Online stores can integrate a chatbot that provides multiple language support without any translator. Read more
5. Rapid Industry Adoption
The introduction of chatbots in the commercial industry has captured every sector from marketing promotions to customer support. Automating business processes in certain sectors allows the marketers and owners to focus on the more critical issues that can’t be taken care of under bots for now at least. With Conversational AI, bots are one step ahead of the artificially intelligent earth.
6. Behavioral Analytics For Bots
Chatbots employed by the industries have fetched them huge user data, performance, and/or other metadata. But, if data is not providing any information, it is useless. Hence deciphering the information contained in the data and delivering significant insights is what is required. And Conversational AI is capable of doing so. Conversational AI-based analytics provides a visual representation of the user journey via plotting the flow of dialog in the conversation between the user and the bot. These flows define user behavior. Further, it can also determine the intention of the user.
7. Machine to Machine Conversations
We can’t skip IoT since we’re talking about intelligent technology behind the smart devices. Internet of Things or IoT enables the machine to machine conversation by creating a data-sharing network. Conversational AI plays a vital role in deciphering the information shared between machines. And vital information shared with the man via conversation too. In other words, Conversational AI is the mediator. It supports the conversation between the man and machines without any manual help.
8. Voice Assistants
Conversational AI caters to resolve the communication hindrances too. Voice assistants are the chatbot capable of conversing with the human. Rather by talking instead of typing long sentences. Amazon Echo, Google Home, etc. are the real-existing examples of voice assistants. Hence, supporting the hands-free conversation.
The use and trends of Chatbots use cases have been widely embraced in 2020. And there is no doubt that it will proliferate in 2021 as well. Since the use of chatbots is not restricted to any particular sector or industry type. Any enterprise can enjoy this technology.