Generative AI & Conversational Analytics for Customer Experience

Sheth is also an active mentor and angel investor, having supported 30+ startups and regularly sharing his insights through talks and podcasts. Globally, Gupshup serves more than 45,000 customers and facilitates over 120 billion messages every year across more than 100 languages. With its entry into Saudi Arabia, Gupshup aims to replicate this success, empowering local brands to innovate, grow, and succeed through conversational AI, and help drive digital transformation in line with the Kingdom’s objectives. In an effort to enhance the online customer experience, an AssistBot was developed to assist buyers in finding the right products in IKEA online shop.

The goal of these chatbots is to solve common issues by responding to user interactions according to a predetermined script. Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations. In addition, the personalized experiences facilitated by CI directly contribute to increased customer loyalty. When customers feel understood and valued by a brand, their emotional connection to the brand strengthens. This connection is crucial for building loyalty, as it transforms occasional customers into brand advocates who are more likely to make repeat purchases and recommend the brand to others. Personalization through CI creates a sense of exclusivity and importance, signaling to customers that their preferences and satisfaction are top priorities for the brand.

Engage in multiple languages.

Moreover, the chatbot can send proactive notifications to customers as the order progresses through different stages, such as order processing, out for delivery, and delivered. These alerts can be sent via messaging platforms, SMS, or email, depending on the customer’s preferred communication channel. Unlike human support agents who work in shifts or have limited availability, conversational bots can operate 24/7 without any breaks. You can foun additiona information about ai customer service and artificial intelligence and NLP. They are always there to answer user queries, regardless of the time of day or day of the week.

Conversational AI reduces operational costs and increases profitability by automating repetitive tasks, providing 24/7 support, and handling a large volume of inquiries, resulting in improved efficiency, cost savings, and increased revenue opportunities. To improve productivity and the claims experience, insurers will need to scale up the most promising initiatives. Moreover, the BYOT approach aids contact centers in composing these omnichannel journeys. After all, most vendors start with the telephony backbone and try to accommodate workflows.

For example, rule-based chatbots can automate answers to simple questions that they’ve been programmed to handle, while conversational AI-powered chatbots can engage with a more expansive variety of inquiries because they’re continuously learning. The future of CI in customer service is poised for continued evolution, promising to further revolutionize the customer experience with advancements in AI and ML. Predictions for the future development of conversational AI suggest a move toward even more seamless, intuitive and personalized interactions. These advancements will likely enable businesses to offer customer service that is not only responsive but also anticipatory, addressing customer needs before they even arise.

The Importance of Conversational Intelligence for Customer Experience

“Together, those two types of AI-driven analytics enable CX personalisation on steroids—or hyper-personalisation—through proactivity and predictions,” he said. Factoreal’s partner ecosystem will also conversational customer engagement enhance intuitive interactions between businesses and consumers. The power of machine learning, artificial intelligence and real world data can help drive higher audience quality and script lift.

Ball elaborated by noting that training and onboarding can also be challenging, but platforms with conversational intelligence tech offer extensive training modules, real-time feedback, and automated coaching features to help teams quickly adapt. Ball highlighted that ensuring the accuracy of the insights conversational analytics provide is a predominant challenge. “Initially, while AI and machine learning ChatGPT start with a solid base of accurate data, the technology doesn’t know everything right off the bat,” Ball explained. “Customers tell agents everything they think about a company’s products, services, marketing campaigns, policies, procedures, and the support they are receiving,” Stosic explained. The platform enhances productivity by handling customer questions and completing repetitive tasks.

Google Cloud has introduced Customer Engagement Suite with Google AI, an application suite that combines conversational AI with contact-center-as-a-service (CCaaS) functionality for automated customer relations support. Introduced September 24, Customer Engagement Suite with Google AI offers four ways to improve the quality of the customer experience and the speed of generative AI adoption, Google Cloud said. The updates to the Freshworks products are designed to enable agents to meet customers where they are and engage with them on the channels where they want to be. Companies who don’t have this capability risk losing customers to competitors who do, Crowley said. For example, many of Mosaicx’s customers use the platform’s payment services functionality that allows their user customers to fulfill their payment processing completely automated without having to speak with a human — that kind of flexibility matters.

This is where the AI solutions are, again, more than just one piece of technology, but all of the pieces working in tandem behind the scenes to make them really effective. That data will also drive understanding my sentiment, my history with the company, if I’ve had positive or negative or similar interactions in the past. Knowing someone’s a new customer versus a returning customer, knowing someone is coming in because they’ve had a number of different issues or questions or concerns versus just coming in for upsell or additive opportunities. They don’t necessarily want to be alt-tabbing or searching multiple different solutions, knowledge bases, different pieces of technology to get their work done or answering the same questions over and over again.

Today, she sees an interesting pulse in the ecosystem among fast adopters going all the way in regardless of fear of data security or privacy. Businesses transitioning to this type of upper-level AI/ML-powered CX solution often come up against the fear of unknowns, according to Jones. “We deflect much of the cost of low and quick turnaround questions for their customers,” Jones added. A Gartner survey released last year revealed that 80% of executives believe they can apply automation to any business decision.

• “For example, sales teams can measure whether new products have been mentioned as part of a launch KPI, and customer service teams can see sentiment ratings without needing to survey their customers,” Oliver suggested.
• On Tuesday, TechCrunch reported on Sierra, a conversational AI startup founded by former Salesforce co-CEO Bret Taylor and former Google employee Clay Bavor that claims its software can actually take actions on behalf of the customer.
• CI significantly enhances the customer experience by transforming standard interactions into more meaningful and personalized engagements.
• They want to be doing meaningful work that really engages them, that helps them feel like they’re making an impact.
• Juniper Research anticipates that AI-powered LLMs, including ChatGPT, will play a pivotal role in distinguishing conversational commerce vendors in 2024.

“As NLU algorithms continue to draw insights from diverse sources, chatbots equipped with these technologies will be able to engage in more natural and meaningful conversations,” Ball elaborated. “For example, sales teams can measure whether new products have been mentioned as part of a launch KPI, and customer service teams can see sentiment ratings without needing to survey their customers,” Oliver suggested. The IDC Business Value Engineering 2023 Survey reported that 39% of APAC businesses see conversational AI as a critical investment priority for the next two years. The investment is driven by the aim to enhance customer success, loyalty, and advocacy, aligning products and services with customer needs. Companies can use both conversational AI and rule-based chatbots to resolve customer requests efficiently and streamline the customer service experience. For example, an AI-powered chatbot could assist customers in product selection and discovery in ways that a rule-based chatbot could not.

RCS helps brands transform customer engagement

After a customer places an order, the chatbot can automatically send a confirmation message with order details, including the order number, items ordered, and estimated delivery time. Imagine you are visiting an online clothing retailer’s website and start a chat with their chatbot to inquire about a pair of jeans. The chatbot engages with you in a conversation and asks about your style preferences, size, and desired fit. Based on your responses, the chatbot uses its recommendation algorithm to suggest a few options of jeans that match your preferences. Precedence Research shows that 21.50% of applications are segmented into customer relationship management (CRM). It is anticipated that the chatbot industry will experience substantial growth and reach around 1.25 billion U.S. dollars by 2025, which is a considerable increase from its market size of 190.8 million U.S. dollars in 2016.

Oliver outlined that the future will bring relevant intelligence to everyone — they won’t need to look for it. White said Factoreal’s founders approached the local investors, who then suggested he acquire the company. However, until the acquisition, the platform could only accommodate inbound questions and requests. With the addition of Factoreal, the AI can ask follow-up questions and perform related tasks. The Lightning, Tampa Bay Buccaneers and several other National Football League and Major League Baseball teams utilize Satisfi’s platform. The startup also serves nationwide attractions, concerts, retail and entertainment districts and college athletics.

General Business Overview

Gupshup’s presence in the Kingdom will allow brands to leverage its Conversation Cloud to create meaningful customer interactions. By leveraging IKEA’s product database, the AssistBot has an exceptional understanding of the company’s catalog, surpassing that of a human assistant. Rather than leaving customers to navigate the complexities of tags, categories, and collections on their own, the AssistBot will offer guidance throughout the process. These AI tools can also assist customers with billing inquiries, such as checking account balances, reviewing past invoices, updating payment methods, or resolving billing disputes. The chatbot can access customer account information in real-time and provide accurate and up-to-date billing details. If necessary, the chatbot can also escalate complex billing issues to a human representative for further assistance.

And we’ve gotten most folks bought in saying, “I know I need this, I want to implement it.” Beerud Sheth is the Co-Founder and CEO of Gupshup, a global leader in Conversational AI. Before co-founding Gupshup, he spent five years on Wall Street, working with Citibank and Merrill Lynch to build financial models and trade mortgage securities. A serial entrepreneur, Sheth also co-founded Elance (now Upwork), a pioneering platform in the remote work space, which has grown to support millions of freelancers globally and is publicly traded on Nasdaq (UPWK).

They can handle more inquiries at a reduced cost component, which means businesses can fortify ROI while providing excellent customer service. Additionally, chatbots do not require breaks or lunch hours, which means companies can save on labor costs. Conversational AI will undoubtedly play a significant role in consumer experience this year.

However, as these technologies become more advanced, organisations are encountering challenges such as data privacy concerns and the complexities of implementation. With a rich background in startups and an alumni of Y Combinator, he’s passionate about helping individuals break into tech and helping companies leverage AI for business growth. From customer-centric to consistency across all platforms, survey reveals marketers take differing approaches. The time is now to shift to privacy-safe real world data for healthcare marketing, driving higher audience quality and script lift. “Part of the challenge that they were trying to solve was the experience and then speed to action,” Turnquist explained.

From there, brands can orchestrate an experience that blends modalities, AI, and live agents for optimal customer outcomes. As new generative AI capabilities are demonstrating increasingly larger value for customer service operations, we are combining the rich features of Contact Center AI with our latest generative AI technology to deliver a new application. Gupshup is aligned with Saudi Arabia’s ambitious Vision 2030 plan, which aims to diversify the nation’s economy through digital transformation and technological innovation. Saudi Arabia’s emergence as a key technology hub, fueled by government initiatives, a tech-savvy population, and the growing popularity of business messaging, offers an ideal landscape for Gupshup to thrive and contribute to the region’s digital growth. Genesys, for its part, has a partnership with Microsoft which started to take shape in mid-2018 to address its business customers concern with “lock in” to a single-cloud solution (meaning AWS). It was formally rolled out in March 2021 with mature integrations of Genesys CX Contact Center on Azure and cloud-based integrations of Microsoft Dynamics 365.

Lavanya Jindal, senior research analyst at IDC Asia/Pacific, noted that having a single source of truth across interactions and channels enables more relevant and intelligent conversations, raising the bar for personalisation. In the past, customers would have to wait for an available service agent to respond to their queries,” the report stated. Praveen Gujar has 15+ years’ experience launching enterprise data products in digital advertising and AI/ML. And I think that that’s something that we really want to hone in on because in so many ways we’re still talking about this technology and AI in general, in a very high level.

Direct-to-consumer (DTC) platforms have the potential to connect the consumer to a provider with less friction, shorten the product buying cycle and improve the customer experience. Finally, it automated – via CommBox’s AI chatbot on native platforms like WhatsApp – the process of offering detailed investment information to customers before they connect to live agents. For example, a conversational intelligence solution can identify if a customer requires a specific document during an automated interaction. That ChatGPT App information may then pass through to a bot connected to the organization’s CRM via integration, which can send the relevant document to the customer and deliver seamless service. According to Opus Research, 49 percent of organizations say using a conversational intelligence solution has helped them support customer satisfaction. APAC businesses are leveraging conversational AI to revolutionise customer experiences, according to Infobip’s “Driving Meaningful Customer Engagement with Conversational AI” ebook.