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  • Writer's pictureSharon Holland

Conversational and Generative AI: The Ultimate Combination for Business Success

As the world becomes more digitally connected, businesses are constantly seeking better ways to enhance customer experience and operate efficiently. At the forefront of technological innovation, conversational and generative AI provide a unique solution to some of the challenges businesses face. In this blog, we'll explore how conversational and generative AI can revolutionise the contact centre industry, and what benefits businesses can expect from these powerful tools.


Conversational AI

Conversational AI refers to the technology that enables computers to communicate with customers through natural language and human-like conversation. Conversational AI can leverage multiple communication channels, including text, chat or voice, making it the perfect solution for contact centres.

One of the primary benefits of conversational AI is its ability to automate simple tasks. Instead of engaging expensive human resources to handle routine customer queries, businesses can rely on conversational AI to provide prompt and accurate responses in a fraction of the time. By automating basic tasks, conversational AI frees up human resources to focus on more complex tasks that require immediate attention, such as handling irate customers or addressing complex issues. Conversational AI follows defined processes and enable the business to build workflows that follow business guidelines and follow strict controls and governance.

Another benefit of conversational AI is its ability to provide personalised and consistent service. With numerous customer interactions, it’s challenging for human operators to provide consistent service. However, conversational AI can leverage customer data to deliver personalised and consistent service, providing businesses with the opportunity to strengthen customer relationships, build loyalty and enhance the overall customer experience.


Generative AI

Generative AI refers to the technology that enables computers to create new content – for example, text, audio or images – based on a given dataset. In businesses contact centres, generative AI has the potential to revolutionise the way operators work.

Generative AI can analyse previous customer interactions, and by leveraging this data, it can generate useful information or prepare relevant responses to help operators with a quicker, personalised and more effective response. It provides agents with context and can also handle generic customer queries, allowing human resources to focus on more critical tasks.

Additionally, generative AI can provide businesses with a treasure trove of customer insights. It can summarise conversations, suggest next best actions, identify emerging trends, highlight common pain points and identify frequently asked questions. These insights are invaluable to businesses looking to improve their processes, products and services.

Generative AI is much more conversational and appears to understand human conversations. It creates responses and content based on information it retrieves from the internet as well as from information fed to it from documents, data and conversations.


Conversational and Generative AI: The Perfect Combination

Conversational AI and generative AI are an excellent combination. The former can quickly provide customers with prompt and personalised responses while the latter can provide operators with vital insights. By leveraging these technologies, businesses can offer seamless customer experiences and optimize contact centre operations.

By combining automation and personalisation, this helps businesses use data more effectively to create more personalised, informal interactions that emulate human interactions. Conversational AI and generative AI can handle simple and complex tasks and prioritise resources to best meet customers’ needs. By generating insights, businesses can understand where they need to focus their attention and drive progress forward.

Conversational AI and generative AI are making the biggest impact in customer services.  The ideal way to harness both these technologies is to provide an exceptional customer service through a virtual assistant.  Find out how a virtual assistant can help your business.

Or if you are ready to start implementing Contact us or call us on 0333 6000 360.

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