Growing customer expectations for both seamless and quick resolutions to simple and complex needs places high pressure on your call center agents. Conversational AI can help your business balance speed and quality by handling up to 80% of queries, so your agents can focus on solving more complex customer needs.
However, there are a few factors that may be holding your business back from successfully implementing the solution.
Here are 10 tips to help you successfully implement conversational AI for your business and boost business growth.
#Tip 1: Clearly define your AI solution objectives
From the very outset, you need to be clear about what your business hopes to achieve with your conversational AI solution. Whether the goal is to drive sales, improve customer service or collect payments, a clearly defined strategy will enable your business to create a solution that helps you achieve your KPIs and objectives.
For example, if your strategy is to detect and prevent fraud when onboarding new customers, you would need a full digital onboarding conversational AI solution with eKYC capabilities.
#Tip 2: Map out the customer journey
For the best outcome, clearly define the customer journey and make sure your customers know how the solution will address their needs. For example, if the solution helps customers purchase a car insurance policy in less than five minutes, state this upfront in marketing materials, on your website, and as the initial greeting in your conversational AI solution. Furthermore, the solution should deliver a seamless and enjoyable experience, enabling an end-to-end policy purchase in five minutes or less.
#Tip 3: Design KPIs for your AI solution
What matters is the net outcome: Is your customer leaving the experience satisfied or not?
Focus on the different markers in the customer journey and along with those markers, how the overall customer satisfaction has improved over time.
#Tip 4: Enrich the experience
Enrich the user journey of your conversational AI solution to drive higher levels of customer engagement. Based on a Smart Talk research study conducted by Capgemini, customers are clear that they value supporting information on a conversational solution. Nearly two-thirds said that their experience would be enhanced by a range of additional information provided on-screen, such as images (selected by 63% consumers), videos (64%), more textual information (65%).
#Tip 5: Add some personality
Give your solution a personality to make it more memorable, keeping your brand top-of-mind. You can start by designing an avatar, giving it a name and aligning its look, tone of voice and overall personality to your brand promise.
For example, meet Holly, FCB.ai’s conversational AI persona. She’s respectful, enthusiastic, a team player, and a leader. Holly always delivers on our brand values.
#Tip 6: Personalise every interaction
Businesses are utilising data and technology such as conversational AI to dynamically tailor products to suit customer needs.
Personalisation has become a key success factor across customer interactions. To personalise the experience, your conversational AI solution must be able to pre-populate customer information and build on previous interactions. This puts your customer at ease, makes them feel more welcome and ensures an efficient user experience.
#Tip 7: Find the right balance between AI and humans
Businesses need to always keep customers at the heart of decisions. Conversational AI can provide exceptional customer journeys with fast response times, but it can’t do everything. Therefore, use it in conjunction with your support agents as opposed to in place of them. By offering customers the choice, from in-person agents, and hybrid models to end-to-end conversational AI solutions, the focus is on ensuring the best customer experience.
For example, some more vulnerable customers and the circumstances of an insurance claim may require a claims agent to help them through and manage that claim for them.
#Tip 8: Don’t forget to test, manage and optimise your AI solution
You wouldn’t buy a car without first taking it for a test drive, right? It stands to reason that any new conversational AI solution will have a few kinks to work out. It makes sense to test the system thoroughly before launching it, to see if it operates the way it should and to possibly eliminate any potential problems.
It’s also important to remember that it’s not just about introducing a new customer experience. It’s about delivering wow customer experiences again and again, to meet growing expectations. This means that testing, management and optimisation should be done consistently to get better and better overtime.
#Tip 9: Triple check your security safeguards
Security and safeguarding your business and customers should always be your priority. Make sure your environment, data gathering and processing, as well as all the touch points in the customer journey comply with data security rules and guidelines.
#Tip 10: Let your customers guide the decision
When in doubt, circle back to your customers: Who are they, where do they spend their time and how do they want to interact with your business. This will help you make important decisions, such as
- The best channel for your conversational AI solution (e.g. WhatsApp Business)
- The right language (e.g. French)
- The most suitable tone (e.g. an upbeat, friendly tone that appeals to young working professionals)
We hope you enjoyed these 10 tips on how to successfully implement conversational AI into your business. Now you’re ready to start thinking about the right conversational AI solution and partner for your business.
In summary, here are the 10 tips to successfully implement conversational AI for your business:
- Clearly define your objectives
- Map out the customer journey
- Design KPIs for your solution
- Enrich the experience
- Add some personality
- Personalise every interaction
- Find the right balance between AI and humans
- Don’t forget to test, manage and optimise
- Triple check your security safeguards
- Let your customers guide the decision
If you have any more questions about implementing conversational AI, or would like to discuss the potential of partnering with FCB.ai, click on the let’s chat button below – we’re happy to help you on your journey to success.