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DRUID is an Enterprise conversational AI platform, with a proprietary NLP engine, powerful API and RPA connectors, and full on-premise, cloud, or hybrid deployments. DRUID Conversational Business Apps can easily automate leasing application processing, fraud detection, lease renewals, risk assessment, and more. A Healthy Journal was born out of passion, the passion for food, but mainly for a healthy life.

Conversational intelligence — a key difference-maker in contact center AI

Self-aware AI possesses human-level consciousness similar to what Hollywood envisions AI dystopia science fiction. These AIs will then have the ability to store previous data and make predictions when gathering information and weighing potential decisions. With limited memory AI, development teams continuously train the model in how to analyse data. The most basic type of AI system is purely reactive with the ability neither to form memories nor to use past experiences to inform current decisions. Some examples of the tasks performed by an AI include decision-making, object detection, solving complex problems, and so on. In brief, this blog will provide a crash course on AI and more specifically conversational AI.

Every day, customers are giving businesses many opportunities to interact with them. And they expect the same natural, unique and personalised experiences from them as well. When businesses use conversational AI platforms, they’re giving themselves the opportunity to grow tremendously.

Business Process Management (BPM)

Engaging with a customer is one of the most important parts of a business deal, yet most businesses get occupied with the drudgery of closing the deal. Here’s where intelligent chatbots come to action and automate customer engagement. As per Gartner’s report, by 2025, proactive customer engagement will outnumber reactive customer engagement. Businesses and customers both need a proactive approach to problem-solving with a reduced number of calls and quick response times. Conversational AI plays a huge role in proactive customer engagement and can help a brand with all its customer support needs.

With CAI, companies do not have to add extra agents to handle scale, it reduces human errors and is available 24×7 at no extra cost. A growing business or an enterprise company sees thousands of queries every day. This can increase the burden on agents who then cannot respond to customers on a timely basis. Conversational AI can help these companies scale their support function by responding to all customers and resolving up to 80% of queries. It also helps a company reach a wider audience by being available 24×7 and on multiple channels. Questions about order statuses, refund policies, cancellations, and returns clog support channels.

Which artificial intelligence term is used to describe extracting information from unstructured text?

User data security and privacy are a big concern when implementing conversational AI platforms. The conversational AI platform should comply with the region’s data regulation guidelines and be secure enough to overcome any attacks from hackers. Even though different industries use it for different purposes, the major benefits are the same across all.

These tools also analyze ongoing conversations to retrieve knowledge for agents during interactions with customers in order to determine the best course forward. With respect to the back office, AI powers data visualization software that helps create context around KPIs. It assists contact center managers and directors in making decisions about how to deploy agents according to need and skillset to meet surges and maintain efficiency. The key differentiator of conversational AI – Conversational AI is different from chatbots in its ability to use machine learning and conduct natural language processing. And conversing with a hybrid model will still feel conversational and natural.

Why Conversational AI is a Good Fit for Customer Service

More and more companies are adopting AI-powered customer service solutions to meet customer needs and reduce operational costs. Of these AI-powered solutions, chatbots and intelligent virtual assistants top the list and their adoption is expected to double in the next 2-5 years. One of the biggest benefits of using conversational AI is the quick and accurate responses users get. As soon as customers input their queries, they get a response from the chatbot or voicebot. A well-trained AI replies with accurate information, allowing the customer to resolve their questions with self-service.

There has been a lot of emphasis lately on the need for human-centric values in customer service, especially the idea of treating a brand’s customers, as well as the agents who serve them, as individuals. In order for that idea to diffuse throughout the customer service industry, strategies to deliver these human-centric values to customer experience and agent experience in equal measure need to be identified. Customer experience is a key differentiator in driving brand loyalty, but what is the driver differentiating customer experience? However conversational AI solutions are a lot more flexible and can provide customers contextual journeys that result in greater engagement. Social Media is nothing new, and most companies have adopted social media marketing strategies focusing on specific channels.