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Why Conversational Platforms are Crucial for Business Success in 2023

by | May 25, 2023

As we navigate the digital landscape of 2023, the secret to unlocking your business success lies within conversational platforms. Thanks to AI chatbots and automation tech, these AI-driven tools are reshaping how we communicate, work, and excel in the workplace. In this article, we’ll explore the ins and outs of conversational platforms and how they can help you stay ahead, streamline support, and increase customer satisfaction like never before.

illustration of capacity offering a user the choice of "yes" or "no" to the question "would you recommend this product to a friend" as well as a response from capacity saying "great, how would you rate your overall experience with us today" and then four stars out of five selected

Automate Your Work

Capacity’s enterprise AI chatbot can help:

  • Answer FAQs anytime, anywhere
  • Find relevant documents within seconds
  • Give surveys and collect feedback

What are conversational platforms?

As businesses move towards the digital age, they must also adapt to the changing landscape of customer interactions. This is where conversational platforms come into play.

Image explaining the definition of conversational platforms.

Conversational platforms are AI-driven tools that automate conversations with customers, partners, or colleagues. Using the power of natural language processing (NLP) and artificial intelligence (AI), these tools enable businesses to interact with users in an engaging and personalized manner that was impossible before.

Conversational platforms provide a unique avenue for businesses to connect and engage with their customers in a meaningful way. These platforms allow companies to deliver personalized experiences, provide real-time support, and gather valuable customer insights. Conversational platforms have become essential in the modern business world, allowing companies to build trust, foster relationships, and drive more revenue. This makes it easy to provide 24/7 customer support, automate mundane tasks, and scale up operations with minimal effort.

Top 6 benefits of conversational AI platforms for businesses

Image showing the top benefits of conversational AI platforms for businesses.

Let’s break down the game-changing benefits of conversational AI platforms:

Improved customer satisfaction

Conversational AI platforms ensure your customers always feel heard and valued. With their ability to provide instant, accurate responses to customer queries, these platforms can significantly improve the overall customer experience, turning one-time visitors into loyal brand ambassadors.

Cost savings

Conversational AI platforms can revolutionize your operations by automating mundane tasks, lightening the load on your support team, and enabling cost savings. With your chatbot handling routine inquiries, your support staff gains precious time to tackle more strategic matters, optimizing resource allocation and efficiency.


Conversational AI platforms are designed to handle a high volume of interactions simultaneously. As your business grows, these platforms can easily scale up to accommodate increased traffic, ensuring a consistent and smooth user experience, regardless of the number of queries.

Insights and analytics

Conversational AI platforms can generate valuable insights from user interactions. By analyzing patterns and trends in customer behavior, these platforms can help you make informed decisions about your products, services, and marketing strategies.

Round-the-clock availability

No more worrying about time zones or working hours. Conversational AI platforms are always on, ready to assist customers and employees at any time of the day or night, certifying you never miss an opportunity to provide exceptional service.

Automate mundane tasks

Conversational AI platforms can automate routine tasks, freeing up your customer service team to focus on more complex tasks. This helps provide efficient and accurate support while also boosting the morale of your employees.

Best practices for conversational platforms

Image showing best practices for conversational platforms.

Ready to implement AI tech in your business? Maximize the potential of your conversational platform by adhering to these recommended best practices:

Define clear goals

Before diving in headfirst, identify specific business objectives you want to achieve with your conversational platform. This will help you maintain focus and gauge your achievements. Here are some common goals to get you thinking:

Opt for a user-centric design

Don’t underestimate the power of a user-friendly interface! Enhance user experience and interaction with your platform by prioritizing intuitive design for seamless navigation. When your users have a great experience, your business will benefit from increased customer loyalty.

Train your AI

A well-trained AI is the backbone of a successful conversational platform. Invest time and resources in training your AI and continually updating it with relevant information to ensure top-notch performance.

For example, you can involve your team and create a friendly competition around training the AI chatbot. Ask it questions and push the limits to see what gaps need to be addressed.

illustration of capacity offering a user the choice of "yes" or "no" to the question "would you recommend this product to a friend" as well as a response from capacity saying "great, how would you rate your overall experience with us today" and then four stars out of five selected

Automate Your Work

Capacity’s enterprise AI chatbot can help:

  • Answer FAQs anytime, anywhere
  • Find relevant documents within seconds
  • Give surveys and collect feedback

Monitor performance

Keep a vigilant eye on your conversational platform’s performance, and make adjustments to improve the user experience. This could include tweaking the AI’s responses, retraining for better accuracy, or updating the design to make it more user-friendly.

Encourage user feedback

Your users are your best critics. Solicit their feedback to identify improvement areas and enhance your platform’s effectiveness.

Top conversational AI platforms software

Feeling overwhelmed by the abundance of choices available? Don’t fret! We’ve handpicked a selection of exceptional conversational AI platforms to kick-start your journey:

Google Dialog Flow

Renowned for its powerful natural language understanding engine, Dialogflow is perfect for building AI experiences across multiple platforms.

IBM Watson Assistant

Boasting robust AI capabilities, Watson Assistant enables the development of advanced chatbots and voice assistants to help you cater to a wide range of user needs.

Microsoft Bot Framework

A comprehensive platform that offers an array of tools and services for building, testing, and deploying chatbots on various channels, making it a one-stop shop for all your AI needs.


If customization is your thing, Rasa has got you covered. This open-source AI platform allows businesses to build highly customizable chatbots tailored to their requirements.


Intercom, a well-known platform for customer communication, gives you a set of tools to generate and implement AI-powered chatbots, enabling effortless customer interactions.


Looking for an all-in-one solution that combines the power of AI with support automation? Look no further!

Capacity is an AI-powered support automation platform that connects your entire tech stack, providing everything you need to automate support and business processes in a single, mighty platform. Capacity’s low-code platform, accessible through conversational AI, offers smooth human handoffs and intuitive task management through a powerful workflow automation suite and a flexible database deployable anywhere.

Plus, you can try it for free!

The future of conversational platforms

As the world wholeheartedly embraces the digital transformation era, conversational platforms are poised to play an increasingly pivotal role in defining how businesses engage with customers and employees.

Image showing the future of conversational platforms.

Here’s a glimpse into their exciting future:

  • Advanced personalization: Powered by AI, conversational platforms can better understand user preferences and deliver even more personalized experiences.
  • Multimodal interactions: The future will see AI platforms that support a range of interaction modes, including voice, text, and even gestures, providing users with more ways to communicate.
  • Integration with IoT devices: Conversational platforms will increasingly be integrated with IoT devices, enabling users to control and interact with their smart homes, vehicles, and more through natural language.
  • Enhanced security and privacy: As conversational platforms handle sensitive data, there will be a growing emphasis on ensuring robust security and privacy measures to protect user information.
  • Emotionally intelligent AI: The next generation of conversational platforms will feature emotionally intelligent AI that can understand and respond to users’ emotions, enabling even more empathetic and engaging interactions.


Connecting with customers has never been more critical in today’s business landscape.

Conversational platforms are the perfect answer to connecting with customers on a personal level. These platforms allow businesses to reach people wherever they are, using their preferred platforms. Providing your audience with a more personalized experience can help build trust, show empathy, and lead to more conversions. Conversational platforms are a proven way to put your business out there for the world to see and engage with your customers in a way they prefer.

With its AI-powered support automation and low-code workflows, Capacity stands out as a top conversational platform, enabling businesses to unlock new opportunities for growth and success in 2023 and beyond. Capacity deflects and prevents over 90% of support tickets away from teams.

It’s time to rethink traditional communication methods, embrace conversational platforms, and take your business to the next level. Try Capacity for free today!

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