[vc_row][vc_column][vc_column_text]Conversational platforms represent one of the greatest advances in interacting with users. Even if it is only just beginning to develop, the importance of this innovation in the search for better customer experience is undeniable. This is a very important point nowadays in which the consumer is the center of sales strategies.
But, after all, what is a conversational platform? Continue reading and find out!
What are conversational platforms?
Basically, they are user interfaces that mimic communication with a human being. Conversational platforms allow users to interact with machines using natural language processing, whether speaking or writing.
The goal of a conversational platform is to add value to companies based on good communication with their customers. How? By offering the possibility to conduct two-way conversations in real time and combine intelligent machines automation with human experience.
Why conversational platforms are important for business?
Today, organizations strive to customize the consumer journey by applying the latest technology. Conversational platforms are increasingly becoming the gateway to excellent customer experiences.
One of the main interfaces currently used is chatbot, a self-service robot that simulates a human interaction. Using this tool, companies are always available to answer questions, complete orders and meet requests, for example.
But the main factor by which companies are excited about digital platforms is the ability to design personalized interactions. In this way, the customer experience will be much more enjoyable, a key factor in achieving customer loyalty.
What are the main benefits of this solution?
Adopting a conversational platform today has four main benefits to improve the customer experience:
1. Greater satisfaction
In a context of fierce competition and a huge variety of choices, consumers evaluate multiple brands before reaching a buying decision. They crave an experience that is always excellent regardless of the channel used.
Therefore, being able to deliver a more engaging conversational experience increases the chances of sales and customer loyalty, while protecting your brand from criticism and negative marketing.
2. Better understanding
Consumers also expect brands to understand their needs without having to express them. By using Artificial Intelligence (AI) to analyze conversations, companies can decrypt their customer’s requirements, regardless of the volume of interactions received per day. This analysis allows for immediate action to improve and transform the consumer experience.
3. Better tools for human interactions
Many people believe that with artificial intelligence, the consumer relationship will no longer need human agents. That is not true. What will change is their role in this process: instead of wasting their time answering common questions, they will assume a more proactive and engaging role in dealing with consumers.
The AI will provide better tools for agents: access to knowledge, response models and text analysis tools to better understand customer expectations expressed in digital conversations.
4. Cost savings
The goal of all organizations is to do more with less, especially considering the increase in volumes of customer requests. AI-based conversational platforms increase efficiency as it automates the processing of basic questions.
In this way, there is a standardization of the solutions provided by the self-service systems, either through chatbots or automatic emails. Thus, the workload of agents is reduced, a factor that makes them more productive in the pursuit of the highest levels of customer satisfaction.
What does the future hold?
Conversational platforms are changing the way customers interact with their companies. Understanding the benefits of these interfaces can help you decide how this technology can be applied to your business.
In the future, tools with a much more sophisticated natural language are expected, to the point of not being possible to determine whether users are interacting with a machine or a human being. In addition, the new tools will use a mix of voice and text features, as well as a proactive approach that will be able to present solutions and make sales.
As you saw, the Artificial Intelligence is working towards better customer experience. But did you know that it can also be a tool for security? To learn how, click here.[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][ultimate_icons][/ultimate_icons][/vc_column][/vc_row]
