One long-term impact of the COVID-19 crisis is the rise of contactless businesses, in which customers (and possibly employees) interact with the system to get what they need or request. This means artificial intelligence and machine learning or conversational AI will play a big role, adding the intelligence needed to deliver a great customer or employee experience.
Deloitte recently analyzed patents in conversational AI to assess the direction of the market -- the technology has been advancing rapidly.
"Rapid adoption of conversational AI could underpin all steps in innovative chatbot development and potentially accelerate the creation and training of chatbots to enable them to effectively handle complex requests -- personal contacts," wrote the analyst team, led by Deloitte's Shirley Lai.
Chris Hausler, Zendesk's head of data science, agrees that conversational AI is a breakthrough application of AI."Last year, businesses increased customer interactions with automated robots by 81 percent, and there's no doubt this will continue to be key to delivering a great experience."
Deloitte data from conversational AI vendors "show a 250 percent increase in the number of interactions handled by conversational AI across multiple industries...About 90% of companies mentioned faster complaint resolution, and more than 80% reported increased call volume using conversational AI solutions."
With ai news, Hausler says, "customers can reach the company 24/7, which is especially useful when there's a proliferation of companies"Ai has helped companies scale up as they manage increased digital interactions with customers."
One area of success and growth for AI is customer service applications, where AI is helping customer service reps become more efficient and productive. It is crucial to make these AI avatars as realistic as possible through the creation of ai humans. While conversations with AI humans have long been a feature of science fiction, they are now a reality, especially in customer service, "said Deep brain AI CEO and co-founder Eric Jang.
Using AI in contactless customer service "will be very effective in realizing the real promise of AI," Zhang said."The contactless industry is growing rapidly due to the COVID-19 crisis. For traditional high-touch industries such as customer service, contactless solutions must present a human experience, unlike any other technology."
Conversational AI also plays a role in improving the employee experience."Also, AI-powered robots are the best way to relieve stress when employees have to answer the same questions over and over again," Hausler noted."In particular, healthcare providers will be even more overwhelmed when COVID-19 vaccines are initially available, but they will be able to dispense frequently asked questions like 'When can I get the vaccine?' so consumers can get answers faster."
Conversational AI "can also do more complex things, like scheduling appointments," Hausler said."By using automation to handle a lot of repetitive tasks, employees can focus on more difficult and complex tasks, which makes a lot of sense for organizations."
"Attempts to build general-purpose robots have generally had little success. Another area of innovation aims to sidestep this challenge by describing effective ways to combine multiple specialized chatbots into one whole."
This could take the form of "an enterprise assistant with a single home interface that can direct users to a virtual assistant expert for CRM, ERP, and human capital management."
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