The conversational AI market is filled with noise and finding a solution that is the right fit for your organization can be a challenging process.
So, where do you start? From choosing the right technology to identifying the perfect implementation strategy, you need to learn how to cut through the hype.
This guide will help put you on the path to a virtual agent that not only delivers a marked return on investment, but also genuinely delights your customers to the point that they return to your brand, happy and willing to engage with the next frontier of customer service again and again.
In this comprehensive guide you’ll uncover the necessary knowledge to arm yourself in making informed decisions when it comes to conversational AI.
You’ll learn how to identify conversational AI solutions that deliver tangible results and what questions to ask in 5 key categories:
The conversational AI market is filled with noise and finding a solution that is the right fit for your organization can be a challenging process.
So, where do you start? From choosing the right technology to identifying the perfect implementation strategy, you need to learn how to cut through the hype.
This guide will help put you on the path to a virtual agent that not only delivers a marked return on investment, but also genuinely delights your customers to the point that they return to your brand, happy and willing to engage with the next frontier of customer service again and again.
In this comprehensive guide you’ll uncover the necessary knowledge to arm yourself in making informed decisions when it comes to conversational AI.
You’ll learn how to identify conversational AI solutions that deliver tangible results and what questions to ask in 5 key categories:
We have gathered insights and predictions from leading analysts and publications (including, Gartner, Forrester, Accenture, Deloitte, J.D Power, Forbes and more) and combined them with our expertise from successfully launching 250+ AI-powered chatbots across more than 10 industries to forecast a roadmap of where the key advances in conversational AI will be as we continue to move into the new decade.
52% of companies stepped up their adoption of artificial intelligence in 2020 as a direct result of Covid
56% of companies say that conversational AI is driving disruption in their industry
77% of customers say chatbots will transform their expectations of companies by 2024
'Gen 1’ chatbot projects will be replaced by broad-scope virtual agents that have a deeper knowledge framework. This will allow for enterprises to scale customer service and internal support to once unheard-of levels, while still maintaining consistent accuracy levels of 90%+.
Maximizing a chatbot’s value will come down to its ability to be at the center of a brand’s customer service strategy. This ‘chat-first’ approach is dependant on leading-edge Natural Language Understanding (NLU) and the ability for a chatbot solution to deliver accuracy at scale.
Self-learning AI is poised to blow up the chatbot space by making it possible to leverage exisiting company and general search data to build AI-powered virtual agents in a matter of days, instead of weeks or months.
Employees in the new digital age will look to AI not as a scary technology designed to replace them, but as an invaluable tool to enhance and augment how they work. These ‘AI Trainers’ will translate their customer service expertise into highly-effective chatbots with no need for technical know-how.
As the need for enterprises to scale their customer service and internal support offerings increases, off-the-shelf chatbot solutions will begin to show thier weaknesses. Proprietary Natural Language technologies will become the new norm, allowing virtual agents to understand and action on complex requests while keeping false positives to a minimum.
You’ll learn:
Chatbot vendors will branch out into providing voice services that leverage the Natural Language capabilities of their existing chatbot platforms. This will allow for more complex transactions via voice and a blurring of the lines between chat- and voice-based virtual agents.
Virtual agent networks, designed to connect together a range of broad-scope chatbots via unified interface, are an innovation that Gartner recognizes will have a potentially significant market impact for large public and private sector organizations going forward.
Companies on the leading edge of the internal automation revolution will begin employing AI chatbots to empower departments like IT and HR, as well as customer service support staff, to increase opeational efficiency and boost employee productivity.
By interacting with API integrations, chatbots will move away from being purely informational, to becoming proactive tools that empower self-service and act as a front-end for powerful systems like Robotic Process Automation and co-browsing.
Evidenced-based design will become a key part of informing how the next generation of chtabots function. Vendors will need to offer more than just the best technology, instead providing deep analytics tools and comprehensive e-learning material so that companies can create the most dynamic automated interactions possible.