Not your average chatbot
Conversational AI
When it comes to automating customer communications, chatbots and virtual assistants can be helpful—depending on the quality of the conversational AI that's powering them. See what's unique about Dialpad’s conversational AI and how it can improve your customer journey for customers in Australia, New Zealand, and beyond. Book a product tour to learn more!
What is conversational AI?
Conversational AI (artificial intelligence) uses natural language processing (NLP) and machine learning to simulate natural-sounding conversations with computer programs.
Instead of having a rigid set of standard answers which respond to preset questions or inputs like traditional chatbots or voice bots, conversational AI can provide more varied, context-dependent responses.
Dialpad Ai Contact Centre, for example, has a conversational AI feature (along with other unique AI solutions) that can improve and streamline agents’ workflows, since it can handle most questions—both basic and more complex—from customers.
How does conversational AI work in Dialpad Ai Contact Centre?
Chatbots used to "talk to" customers by matching preset answers to preset yes/no or multiple choice questions.
But how conversational AI works today has gone one step further. Conversational AI and automation have evolved. Here's what Dialpad Ai can do:
Search databases and FAQ pages for answers to customer questions.
Search unstructured sources of data, like PDF documents and past customer conversations—almost no other options on the market can do this!
Create intricate dialogues on your website, and even integrate rich media and video content.
Let you build automations and workflows in minutes—no coding needed.
And much more...
🤖 For example:
If a customer has a tough question about something that has never been covered on your company's FAQ page, but another customer has asked a similar question before, Dialpad can show an agent that past transcript to help them! Not only does conversational AI empower your human agents and customer support teams, it also improves customer satisfaction and creates a better customer experience overall, especially when complemented by other self-service options and automations.
More than just a conversational AI platform
Beyond deep learning and AI, Dialpad's contact centre platform is loved by Australian businesses and organisations like Cricket Australia and Bing Lee for many reasons...
Easy no-code setup
Incorporating things like text-to-speech algorithms into workflows doesn’t require as much specialist knowledge as you might imagine. With Dialpad, you can easily set up virtual agents and deploy a conversational AI solution just by dragging and dropping. You get an intuitive user experience without a super-complicated conversational AI system for developers.
Real-time transcription
Dialpad's AI-powered natural language understanding can transcribe your voice conversations in real-time. No more trawling through hours of recorded conversations trying to find that one thing someone said.
Live sentiment analysis
Dialpad can also do sentiment analysis—again, in real-time. This way, supervisors who are overseeing multiple agents on active calls can quickly see if a call is going badly, open up the live transcript to get more context, and then decide if they need to jump in to help the agent.
Real-time agent assists
Even the best conversational AI platforms don't always have this, but Real-Time Assists (aka. screen pops) are an important component in conversational AI contact centre technology. With Dialpad, managers can create RTA (Real-Time Assist) cards with tailored notes on specific topics and set them to pop up automatically on agents’ screens when certain trigger words or phrases are spoken.
Looking for a conversational AI tool?
Why not try a contact centre provider that has it built right in? Book a demo to see how it works, or take a self-guided interactive tour of the app on your own!
Omnichannel communications
Besides conversational AI functionality, Dialpad Ai Contact Centre also lets agents and supervisors provide a full omnichannel experience, from a single window. Manage the AI chatbot on your website, send an instant or SMS message, and even handle social media messaging on platforms like Facebook Messenger and WhatsApp.
Custom call routing
Some conversational AI services have robust routing features that help optimise call flows through things like interactive voice response (IVR) menus. With Dialpad, you can route incoming calls to the agent who's been idle the longest, by skill level, and more. Plus, the chatbot or conversational AI feature lets your customers escalate the call, meaning they can easily route themselves to a human agent through a voice or video call if they decide that they're not getting what they need from conversational AI.
Enterprise-grade security
A good conversational AI platform provider should be secure. After all, it's handling conversations and may take down information from your customers, not to mention some industries, like law and finance, have specific compliance requirements. Dialpad helps you stay compliant, has in-meeting security controls, lets you set up custom data retention policies, and also has robust encryption standards.
Examples of industry use cases for conversational AI
Let’s look at a few ways this AI customer service is being used in healthcare, retail, HR, finance, and banking.
Conversational AI in healthcare
Conversational AI in healthcare can be used for a range of diagnostic, screening, and health management purposes.
Important conversational AI healthcare tools include symptom-reporting programs and intelligent appointment-scheduling apps. These lessen the burden on healthcare providers by ensuring patients see the right specialists and doctors aren’t overloaded with appointments that could've been resolved over a quick call or message.
Conversational AI in retail
In terms of retail, AI-powered virtual agents are great for providing support and guidance throughout the customer journey.
Not only can intelligent chatbots optimise your sales funnels by offering general information and promos or discounts, they can also reduce the volume of work for human agents by dealing with routine troubleshooting, after-sales support, and even customer surveying.
Conversational AI in HR
In very large global enterprises, there are several dedicated conversational AI recruiting and HR tools designed to help companies recruit, manage, and retain employees.
For HR departments looking to incorporate bots into their workflows, conversational AI chatbots can provide more efficient and engaging employee interactions and personalised conversational experiences.
When employees do need to contact HR, AI-enabled systems can empower HR team members by putting real-time, up-to-date information about policies, benefits, and more at their fingertips.
Conversational AI in finance and banking
When it comes to conversational AI for banks and other financial services providers, two key requirements are efficient (and effective) client service and a high level of security.
Thanks to natural language processing, virtual assistants can respond to bank account and other financial queries in seconds with personalised answers. This makes it possible for clients to receive an immediate and accurate resolution to routine requests such as cancelling a lost or stolen credit card.
Considering how much conversational AI costs compared to expanding contact centre staff— and the fact AI works 24/7, in multiple languages, and across multiple channels—it’s able to massively increase the scope of an organisation’s support operations for a relatively low cost.
How can a conversational AI platform improve your AU/NZ business’s customer journeys?
There is a wide range of conversational AI tools out there that all do slightly different things. In fact, according to Gartner, the conversational AI platform market currently constitutes an estimated 2,000 vendors worldwide.
We can help you narrow that search down a bit! If you're looking for an intuitive, easy-to-set-up conversational AI platform that you can integrate into your business processes quickly, why not check out Dialpad Ai Contact Centre?
Not only do you get a fully integrated communications solution that lets you access telephony, instant + SMS messaging, video meetings, and contact centre functionality—in a single interface—Dialpad's conversational AI is also a leader in the sector, with its machine learning model having analysed over three billion minutes of conversations.
Conversational AI FAQs
What is a conversational AI platform?
While there are many digital tools that could fall under the umbrella of conversational AI software, many of them aren’t very robust and need to be added to a larger tech stack
We believe the best conversational AI platform software should be fully integrated into a broader communications platform like a phone system, contact centre, or unified communications solution. This way, agents and supervisors can handle customer enquiries through phone calls and messages, and also communicate with teammates internally from a single platform.