Conversational AI is a set of technologies that enable a computer to simulate natural language voice or text conversations with humans.Conversational AI usually takes the form of a virtual assistant, or agent, that can engage in human-like interactions, understand context, and provide intelligent responses.
So, how does conversational AI differ to robotic process automation? The clue is in the title. Robotic process automation is exactly that – robotic. ‘Bots’ are specifically designed to handle repetitive tasks that humans normally do. An RPA bot doesn’t think, and it doesn’t learn. They are the digital equivalent of robots you would find in manufacturing facilities building cars.
Conversational AI however is a deep neural network that learns as it goes, increasing its knowledge and therefore its ability to respond to new questions or requests it may not have previously been familiar with. While a use case for conversational AI is process automation, it can do it intelligently rather than in a pre-programmed way. Some people consider conversational AI to be a higher form of RPA, while others think the two are totally different.
Conversational AI can answer phone calls and automate voice conversations, carry out communications over messaging channels like SMS, email, Facebook Messenger, Slack, WhatsApp, and more.
Conversational AI can retrieve or update information in your CRM and other databases, create notifications triggered by events, set up payroll, create reminders, and much more.
of consumers want easier access to self-service solutions for customer service
of customer interactions can be resolved by well-designed AI
of companies think their biggest challenge in adopting AI is not understanding the use cases
Automate 25% of your operational tasks
Conversational AI can have a massive impact across all departments of an organisation. It is designed to be cross-functional, meaning you can provide your customers with a true omnichannel experience whether they are engaging with the AI with regards to sales one day, marketing the next, or contacting the call centre for support a month later.