guide

Conversational design vol. 2: Visibility

How to maximize user experience for your virtual agent

What happens once your virtual agent is up and running? How do you position it so that customers benefit the most out of every interaction? What do you need to start thinking about to improve a user’s experience when interacting with a virtual agent?

We explore these questions (and more!) in our guide, ‘Conversational design vol. 2 - Visibility’. Drawing from the experience and expertise of deploying more than 200 live virtual agents, with an accumulated total of over 10 million conversations, we look at the approaches and methods companies are using to increase virtual agent engagement by up to 300%.

What you’ll learn:

This guide not only focuses on the importance of conversational AI as a medium, but also the practical applications and best practices that can help a business maximize the impact a virtual agent can have on both its business and the overall customer experience.

You’ll learn about:

  • Why visibility matters
  • Key visibility principles
  • Different approaches to boost engagement
  • Use cases & results - see how others have succeeded

Download the guide and discover how to increase virtual agent engagement.

Guide

Conversational design vol. 2: Visibility

How to maximize user experience for your virtual agent

What happens once your virtual agent is up and running? How do you position it so that customers benefit the most out of every interaction? What do you need to start thinking about to improve a user’s experience when interacting with a virtual agent?

We explore these questions (and more!) in our guide, ‘Conversational design vol. 2 - Visibility’. Drawing from the experience and expertise of deploying more than 200 live virtual agents, with an accumulated total of over 10 million conversations, we look at the approaches and methods companies are using to increase virtual agent engagement by up to 300%.

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

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56% of companies say that conversational AI is driving disruption in their industry

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77% of customers say chatbots will transform their expectations of companies by 2024

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Here are the 10 chatbot trends to watch for in 2022 and beyond

#BroadScopeVirtualAgents

1) Scalable tech will be critical for automation at the enterprise level

'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%+.

#ChatFirst

2) Automated chat will become the primary channel for customer sevice

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.

#SelfLearningAI

3) Companies will build smarter chatbots, much faster

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.

#AITrainers

4) Conversational AI retains the human touch

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.

#NLU

5) Proprietary algorithims will replace off-the-shelf models

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.

Download the full guide to learn how chatbot trends will impact customer experience

You’ll learn:

  • How the adoption of conversational AI is on the rise across key industries
  • The reclassification of chatbots on Gartner's Hype Cycle for Artificial Intelligence
  • The impact of COVID-19 on customer service and conversational AI
  • Game-changing technology trends
  • Key conversational AI predictions, 2022-2026
download the guide

But wait, there’s more!

#VoiceBots

6) AI will bring automated phone support into the 21st century

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.

#VirtualAgentNetworks

7) Chatbots will work together to provide better service

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.

#AIAssistedHumanChat

8) AI Chatbots will augment human workers, not replace them

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.

#NextLevelIntegrations

9) Chatbots will become less informational and more transactional

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.

#NLU

10) Chatbot design will become increasingly evidence-based

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.

Download your copy and discover the latest chatbot trends shaping the future of customer service