Artificial Intelligence (AI) is changing the landscape of businesses and operations. A game changer, it is facilitating better customer experience and engagement that is leading to better business. Humanizing these interactions and taking it to the next level are Conversational applications.
Heralding a new era in customer and enterprise user experience, conversational applications enable engagement at a human level. It factors humor, emotion and empathy that helps in building a deeper connection with the customer. Unconstrained by human limitations, it can make giant leaps to connect the dots in a matter of seconds to deliver a human-like experience. This unprecedented level of contextually-relevant conversation, continuously enhanced by constant acquisition and utility of user data, gives the user a unique width and depth of a highly personalized experience.
With conversational applications, there can be a change in the treatment meted to customers in every industry and domain. In the banking sector, it can facilitate effortless withdrawals and transfer of payments, and pre-emptively remind customers of monthly due payments by tracking the transactional history. The intelligence-driven, proactive suggestions can help customers keep the funds necessary to clear an upcoming commitment and avert an avoidable embarrassment.
This also is a vital contextual investment for enterprises. A Conversational Application enables the business user to engage in conversations regarding business transactions with his data and creates connections, all while gathering pertinent information from across the enterprise, empowering the user to make right decisions. A conversational application will actively interact with the user and become conversant as it learns and evolves with each communication. It’s assistance to users will gradually grow toward analytics-driven proactive suggestions. For Instance, in a banking scenario a conversational application would proactively converse with a Loan Analyst. It will inform the analyst on the number of open cases, prioritize cases or tasks, or when inside a case, summarize the history of the applicant. The application will interact and contextually provide intelligence, like the UI itself drawing the analysts’ attention to any discrepancies and suggesting the approach to the case. Or, in cases where the user is stuck, it will intelligently connect to a colleague with experience in similar cases, within the application itself.
To this end, enterprises need a platform that simplifies their conversational app implementation, as it offers an enabling environment for app customization to meet their unique needs. The ability of an enterprise to provide conversational applications to their customers will serve as a brand differentiator in times to come.
