Employees use post-epidemic chat games: Over 40% increase in AI-based chat requests

 Companies have begun integrating voice-based searches into their platforms, as studies show that people prefer to submit their queries or requests by voice rather than typing them.

Welcome to the AI-First world: We have moved from a mobile-first approach to an era where companies recognize the need to invest in an AI platform.

A recent study shows that 70% of customers expect a company's website to include a self-service application. Conversational art is known for creating personalized customer experiences. More importantly, customers can answer their questions in seconds or minutes instead of reaching the company's executives.

Nordstrom, an American department store chain, launched a chatbot at Christmas that offers users personalized gift suggestions by interacting with them and understanding their preferences. Even in our daily lives, we rely on our AI friends to get our day going, help us with recipes, or even give us instant answers to every question we ask.

According to Google, 52% of people keep their smart speakers in their living rooms. And 79% of consumers use voice assistants on their smartphones. Sales of smart assistants such as Amazon Echo, AI chatbots, etc. have increased significantly, especially during the pandemic.

Companies have begun integrating voice-based searches into their platforms, as studies show that people prefer to submit their queries by voice rather than type them. Amazon has also seen a significant increase in its voice-based searches, which have increased by 9x in recent months.

Given the importance of customer experiences, it has become a prerequisite for companies to survive in the digital age to satisfy their customers by providing them with a more effortless and innovative platform through which to report their problems or ask for suggestions.

The term "dialogical" is crucial to any excellent customer interaction, and it is important that the customer feels that he is not just talking to a machine, as this reduces the essence of the interaction and further discourages the customer from continuing the conversation due to the lack of human touch.

This is where Conversational AI comes in. It keeps conversations interactive, friendly, and responsive, eliminating the need for human agents to constantly intervene in every customer interaction.

It is estimated that 85% of customer service interactions will be automated by 2021. The idea of automating support will help customers get their answers very quickly and allow agents to continue their work without worrying too much about the flood of support requests that would otherwise be difficult to handle.

Returning to voice assistants, experts expect Amazon Echo and Alexa to continue to dominate the market until 2021, a type of communication that convenience is seen as a top priority, as studies show that people prefer hands-free conversations where they can voice their query or query and get an instant response. Bank of America's Erica virtual assistant, which offers voice, chat, and gesture capabilities, reached one million users within three months.

Conversation assistants are the business world, because they are not only known for making work easier for customers, but they are fast learners who take data from each touchpoint to become more useful and accurate for the next interaction.

Another study shows how real-time conversations help increase customer loyalty by 50%. If a customer does not receive a response within minutes or hours, he prefers to move to another company instead of waiting for a response. Conversational AI solutions, such as AI-driven chatbots, can step in and interact with the customer, provide solutions or suggestions if needed - all within minutes. This would further increase the company's NPS and CSAT values.

In addition, Gartner predicts that companies that integrate AI into their customer loyalty platform will increase their operational efficiency by 25% by 2025. Conversational AI will increase sales, customer satisfaction, and employee productivity.

The role of call assistants has evolved continuously, from answering simple questions to providing the best advice. They improve the interaction of human agents with customers by making the conversations more effective, punctual and productive and allowing agents to enter the conversation only when absolutely necessary.

For example, Maruti Suzuki recently launched a marketing program for a car launch, which included a video with an embedded chatbot. The aim of the chatbot was to answer initial inquiries from consumers interested in the new car model.

Conversational AI is still evolving and still in its infancy, and there are many more innovations that we have yet to see in this area. However, given the need for fast and interactive services, the need to move to platforms that complement them has become more than necessary.

Especially as this area is still in the development phase, companies can gain the first mover advantage by introducing discussion platforms to make customers, companies and employees happy and enthusiastic.

Disclaimer: The views expressed in the above article are those of the authors and do not necessarily reflect or reflect the views of this publisher. Unless otherwise noted, the author writes in his / her personal capacity. They are not intended and should not be considered official ideas, attitudes or guidelines of any authority or institution.

Employees turn to chatbots after pandemic: More than 40% more requests from artificial intelligence

With the advent of work-from-home models and distributed models this year, organizations are seeing an increasing interest in artificial intelligence that supports chatbots for conversations. While these chatbots were primarily used to automate interactions with customers and partners, this year they were also used to automate employee helpdesks. As vacation, attendance, salary, and employment details set the bar higher, employees "interest in newer AI chatbot offerings such as health and well-being, conversational meetings, performance, and access to the remote knowledge repository has shifted tactically.

According to the latest PeopleStrong Alt HR Tech Insights report, with an uptick of 100 percent in health and performance-related queries, employees trust AI chatbots to guide them through these unprecedented times. As employees continue to work remotely, industries with a distributed workforce were found to be the most avid users of AI chatbots in conversations with BFSI, retail, pharmaceuticals, and the IT industry, which saw a 30-40 percent increase in HR-centered queries after the nationwide shutdown.

In April, there was a huge increase in the total number of employee questions reflecting an increasing reliance on technology to get answers to the new normal. Entry-level employees accounted for nearly 50 percent of all requests seeking answers to fundamental issues related to policy changes in vacation, salary and attendance management, while management requests focused on employee performance, accessing documents for sales presentations, reports, and initiating automated Zoom or MS team meetings.

Vipul Mathur, Vice President Sales at PeopleStrong, said: "We are now seeing a greater focus on the use of technology as a enabler for employee interaction, and employees across all industries are getting to know AI chatbots that offer personalized input, fast turnarounds and access to all HR functions. We can imagine AI chatbot becoming one of the core features of an HR platform in a post-pandemic world."

 

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