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Conversational Service Automation Uses AI to Create More Meaningful Customer Interactions

Successful customer interactions are critical for businesses that hope to remain competitive in today's challenging economy. The pandemic has significantly changed the way business is conducted, and customers are demanding more meaningful and personalized interactions.

A new technology category has emerged to help tackle the customer service conundrum and help businesses deliver meaningful and satisfying customer interactions. Conversational service automation uses artificial intelligence (AI) to help businesses provide exceptional customer service experiences.

The technology combines conversational and data analytics, robot process automation (RPA), IVR systems, voice bots and customer feedback history to offer an intelligent blend of benchmarks. The resulting data is valuable for aiding automated human-to-machine conversations as well as augmenting discussions between customers and contact center agents.

Conversational service automation helps simulate in-person interactions through online channels. It is useful for retrieving customer account information and historical details about interactions to help resolve queries without the need for manual support. Additionally, it aids human agents working in contact centers by providing them with more context and supporting data about customers and their issues so they may be resolved more quickly and efficiently.

A bonus of conversational service automation is it eliminates the potential for human errors that commonly occur among human call center staff. It can also help organizations provide a richer and more meaningful customer experience while simultaneously cutting down on their contact center CAPEX. It also takes advantage of AI and machine learning and becomes more accurate and efficient the more often it is used.

In a testament to how important conversational service automation is becoming in the customer experience realm, Uniphore, one of the leading providers of the technology, acquired customer experience company Jacada last month. Jacada specializes in a low code/no code platform for contact center automation.

Uniphore plans to integrate its conversational automation platform with Jacada's platform to empower businesses to automate key customer interactions across both self-service and agent-assisted engagements.

Edited by Luke Bellos