3 Reasons Why You Should Start Every Conversation with AI
This is called a directed dialogue approach. It consists of the caller going through a series of yes/no type questions with extremely limited responses. Anything outside the scope of the IVR’s understood responses can easily confuse the system and end up in a longer and more stressful experience, often ending unsuccessfully.
Since then, conversational AI has come a long way. Natural language intent capture, or intent recognition, is trending in the CX world.
"How can I help you?"
No leading. No directing. No caveat. A customer can say whatever they want, be understood, and have their words processed correctly to get them where they need to go. Across different industries, use cases, and customer interactions, there’s now an opportunity to leverage AI in a whole new way with an intelligent front door.
But why should you start every conversation with AI?
Enable customer autonomy
Deliver a relevant experience to your customers
In the example above, the customer is asking to change their appointment – and that’s the intent, or the goal that the customer is trying to achieve. With natural language intent capture at work, it captures both the intent (change appointment) and the entities (next, Friday, 4pm) correctly in order to deliver what the customer wants. It’s not enough to know that the customer wants to change their appointment – we also need to know what day and time to change it to.
So, the intent recognition takes the utterance from the caller and parses it to determine exactly what the customer intention is. The virtual agent can then assist the customer with the utmost accuracy.
Gain insights with data mining to train AI beyond front door
From an unrecognized intent, you can make considerations to determine how the keyword should be handled in the future. In the above example, you can:
If you're interested in a deeper dive to understand the ins and outs of data mining for an always improving virtual agent, and to see a live demo of natural language intent capture at work, watch our latest webinar: Start Every Conversation with AI.