With all the technological advancements, businesses are finding some pretty cool ways to enhance their customer service and support. One of them is conversational support. It’s a hot topic in the customer service industry. And it’s no wonder why: many businesses have discovered that AI chatbots and conversational support can help them achieve their goals, like increasing customer satisfaction, improving their brand image, and reducing customer churn.
But what exactly is conversational support? And why are so many businesses starting to use it?
Today, we will answer all the questions about conversational support – what it is, how it works, and why it’s so great for your business.
What is conversational support?
Conversational support is a type of artificial intelligence (AI) and chatbot-based customer service that helps people promptly receive the answers they need. AI chatbots use natural language processing to answer users’ questions in human-like language automatically. As a result, the chatbot can have more natural conversations with clients than ever before.
Therefore, the predicted size of the worldwide market for conversational AI in 2030 is $32.62 billion.
You can add conversational chatbots to your website, mobile app, messaging service, or favorite communication software. The chatbot is designed to respond to typical customer service inquiries, explain products, take payments, and do other routine tasks. The chatbot can transfer the conversation to a real person if the consumer needs help with a more complicated issue.
AI Chatbot vs Conversational AI
“Conversational AI” and “chatbots” are sometimes used interchangeably. However, they aren’t synonymous.Â
Chatbots are programmed to reply in a predetermined way to specific inquiries. But, they can only help with basic things like discovering information and don’t have many other uses.
However, the AI behind conversational interfaces is more evolved, allowing for more natural questioning. It uses machine learning (ML) to decipher and answer user questions. Users have more agency and may steer the discussion in their terms using conversational AI and guided conversations.
Chatbots powered by artificial intelligence get smarter the more they talk to humans. Conversational AI chatbots take in information, analyze it, and adjust their answers so that you get the best possible data. Over time, this allows for improved in-depth communication between individuals.
How to Use Conversational AI to Automate Support in Various Industries
Conversational AI may provide automatic assistance in many different fields.
Here are some ways that companies in different industries may automate customer support with the help of conversational AI:
Retail
Conversational AI may help retailers streamline customer service operations by handling common requests like product information lookups, order status updates, and return authorizations. Businesses in eCommerce may benefit from shorter response times, more customer satisfaction, and more productive employees thanks to the automation of these operations.
Mortgage and Banking
Automating tasks like account inquiries, transaction processing, and fraud detection in the banking and financial business is possible using conversational AI. Banks and other financial organizations may save money, work more efficiently, and provide better customer service by automating these tasks. Thus, conversational AI may help customers with loan applications, pre-qualification assessments, and other common inquiries in the mortgage industry.
Conversational support automation platforms like Capacity help automate tedious tasks for mortgage and banking businesses. See how AnnieMac Home Mortgages uses Capacity to deflect 100% of their repetitive questions away from their team:
SaaS
Software as a Service (SaaS) companies may provide better customer service and experience by automating common inquiries and tasks. Conversational AI can handle user onboarding, answer product/service questions, help customers with billing issues, and more. Furthermore, conversational support systems may provide intelligent customer recommendations based on their past interactions with the product/service.
Hospitality and tourism
Booking bookings, giving travel information, and handling cancellations are just some of the tasks that may be automated in the travel and hospitality business with the help of conversational AI. By automating these tasks, companies in the tourism and hospitality industries may save money, work more efficiently, and provide better customer service.
Education
Conversational AI has the potential to revolutionize educational institutions by automating tasks like responding to student inquiries, disseminating course materials, and saving faculty and staff valuable time. By automating these operations, educational institutions may promote student engagement, lessen administrative stress, and broaden access to resources.
Top Benefits of Conversational AI Support
Conversational AIÂ has become a buzzword in business and technology. The worldwide chatbot industry was worth $3.78 billion in 2021, and experts predict it will grow at a CAGR of 30.29% between 2022 and 2027.
There are many advantages to using conversational AI support for your business. They include:
Better customer experience
With conversational support, customers can get help whenever they need it, whenever it’s needed, and get answers to their questions immediately. By providing personalized and efficient assistance, you can enhance business-customer relationships and boost customer loyalty.
Enhanced effectiveness
Conversational AI support can automate repetitive tasks such as answering common inquiries and processing basic requests. This frees workers to focus on more challenging activities requiring human experience. The result may be increased productivity, cost savings, and operational efficiencies.
Higher scalability
Conversational AI can concurrently manage a high volume of client inquiries and requests without worrying about time constraints or human availability. As a result, companies may increase the scope of their support functions without adding personnel.
Optimal data collection
Large volumes of data may be collected and analyzed from consumer interactions with the help of conversational AI, yielding important insights into customer wants and behavior. Business operations, products, services, and marketing strategies can all benefit from this information.
Better personalization
With the help of conversational AI, businesses can tailor their interactions with clients to meet their unique requirements and interests. Overall, this personalization has the potential to boost customer retention and word-of-mouth marketing.
Best Conversational Support Software
The best support software is more than just a tool to answer your customers’ questions. It’s an opportunity to build relationships with them and convert them into lifelong customers who return to buy more of your products and services.
Here are the best conversational support software providers on the market, with our favorite on top of the list:
Capacity
Our top pick (no surprise). Capacity is an all-encompassing conversational AI platform with integrated live chat, knowledge bases, and automated help desks. It’s easy for organizations to simplify their support operations since it works well with their current technology stack. Additionally, AI powers Capacity’s chatbot to deliver high-quality, individualized service to internal staff and external clients.
LiveAgent
LiveAgent is an integrated platform for customer service that provides chat-based help. It has a chatbot powered by AI that can answer basic questions and perform basic activities, and it integrates with email and social media. LiveAgent is a one-stop shop for customer service, as it offers ticketing and contact center features and other useful features. Its sophisticated automation tools and conversational AI technologies guarantee swift and practical assistance.
Intercom
Intercom is a conversational assistance platform that automates customer service processes for enterprises. Live chat, email, and in-app messaging are all supported, as are chatbots powered by artificial intelligence that can answer common questions and do routine tasks. Intercom’s reporting and analytics features allow firms to monitor their support staff’s efficiency.
HubSpot
HubSpot is an advanced marketing and sales platform with built-in conversational help. Its chatbot can answer frequently asked questions and do routine tasks, allowing human help agents to focus on more complex issues. HubSpot provides a knowledge base and live chat tools for customers to help themselves.
Drift
Drift is an artificial intelligence (AI) chatbot and live chat marketing and sales tool. It enables firms to automate interactions with clients and provide each one with individualized attention. Drift is a complete conversational support solution with lead management and analytics tools.
Takeaway: Let Conversational support help your business thrive!
In conclusion, conversational support is the solution for you if you want to enhance your business. All in all, it’s simple to execute and provides numerous advantages, including higher capacity and efficiency and greater customer trust and loyalty.
A high recommendation for companies intending to incorporate conversational support is Capacity. Companies that use this software have seen a drastic improvement in customer satisfaction and engagement. Plus, its integration with live chat, knowledge bases, and automated help desks offers a comprehensive solution to companies looking for an all-in-one chatbot support system.
See why 1200+ businesses choose Capacity. Try it for free today!
