Conversational AI: Getting Started

With the increasing list of benefits and a growing demand for voice interfaces, the retail space is abuzz with Conversational AI as a key component for any digital transformation strategy. From improving customer service and boosting online sales, to new ways of differentiation using voice interfaces, Conversational AI is becoming increasingly popular among businesses. As the demand for this technology builds, the question shifts towards how to get started. The technology available is vast, yet only a few platforms meet the stringent demands of enterprises.

By 2019, a large number of retailers with online stores will have voice search, as well as voice navigation, enabled onto their sites. Today, speed and convenience are the two most important aspects retailers keep in mind while creating a customer journey. Here, the Conversational AI interface delivers the most important aspect over any channel, personalized content, and human-like conversation - a friction-less experience.

Delivering a frictionless experience

Conversational AI has the ability to understand the consumer's wants over a simple voice recognition software. For instance, a customer can pointedly ask for an item such as - "I am looking for a red ball gown like the one that Halle Berry wore for the 2014 Oscars" and yield the results rather than just entering a search query for "a red ball gown". This allows the consumer to have a natural conversation like that with a human rather than a machine.

This, in a nutshell, is the difference between conversational AI and the voice recognition that most vendors offer. Conversational AI has the ability to understand the user, deliver personalized content using information received from the conversation, preferences, to deliver the response the user expects. If the virtual assistant has the ability to diagnose a problem, it should be intelligent enough to arrange the solution for the same.

Increasing Customer Engagement

Chatbots are the first thing that comes to mind when mentioning Conversational AI, but it is only the beginning of the journey - most retailers are moving further away from this step and using conversational AI to reach more consumers across multiple touchpoints.

This helps them improve customer engagement right from the initial interaction through the entire journey, providing a connection in the final product. This plays a crucial role when building customer loyalty in the already competitive landscape. Retailers that implement a digital assistant which can actually interact with the user through the entire customer journey right from the initial touchpoint to after sales care, enabling them to move closer towards delivering a frictionless experience to their customers.

Looking ahead

As the demand and expectations of the consumers grow, the impact of conversational AI will affect the retailer. Conversational AI is the next technology, from enhancing customer shopping journey and driving online sales, it is definitely a technology to watch out for.

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