Artificial Intelligence (AI) is the latest chapter in the ongoing story of business transformation at the hands of automation, and it is potentially the most disruptive one.
When machines took over physical tasks that previously relied on humans and/or animals, it completely reinvented our approach to agriculture and manufacturing. When computers gained the ability to execute transactional tasks at scale, it wholly upended how services were delivered. Now AI is being used to automate intuitive user engagements with digital systems via conversational solutions like Amelia, which will impact virtually every link along the business value chain.
Amelia, for example, sports advanced Natural Language Understanding and an industry-leading intent engine which allow her to discern a wide spectrum of human utterances, including ones she wasn’t specifically programmed to anticipate — everything from, “Amelia, how much money is in my checking account?” to “How much money do I have right now?” Furthermore, she has the ability to generate clarifying questions to confirm intent (e.g., “Did you want to know the amount in your personal checking or savings account?”).
With this functionality, Conversational AI systems open up businesses processes to all users regardless of training, physical ability or even location. And with that technological ability comes some substantial new opportunities for business.
Automate Your Way to Efficiency
In a previous technological era, human intermediation added a necessary but inefficient buffer between users and digital services. For example, should an employee have a high-volume IT need, such as a password reset, they would need to contact the IT department through email or phone and wait for a response, or the worker might need to navigate an unfamiliar IT ticketing system. Furthermore, in the unlikely scenario that there were no more requests in the queue ahead of them, the problem might not be resolved until regular business hours.
With Conversational AI, any employee can resolve common issues themselves, just by speaking to the system (through voice or chat) as they would a human — with no training necessary.
USER: I’m locked out of my computer.
CONVERSATIONAL AI: I’m sorry to hear that. One moment while I attempt to unlock your account. Please provide your security code.
USER: [Provides code.]
CONVERSATIONAL AI: Thank you. OK, I was able to successfully unlock your account. You should be able to log back in immediately.
In the above scenario, Conversational AI allows the user to return to work at full capacity far more quickly than would have been possible otherwise, which makes the company more productive. Moreover, this form of automation frees IT staff to address more complex issues they might otherwise not have addressed as quickly if they were saddled with high-volume requests.
Conversational AI allows companies to apply their IT resources more strategically. They can leverage experienced IT staff to build business value in other parts of the business or limit overhead expenditures overall. These possible efficiencies are even more impactful when Conversational AI is used to automate access for the far larger pool of external customer engagements.
Conversational AI Delivers a Competitive Edge
Just as Conversational AI delivers inherent efficiencies within organizations, it also delivers direct benefits to end users such as sidestepping queues, the ability to independently resolve issues quickly without waiting for human intermediation and increased access to experienced human assistance for complex needs.
Not only can these advanced features help to enhance Net Promoter Scores, but they can provide a substantial advantage over competitors that do not offer such conversational functionality. Indeed, the ascending generation of digital users will not only prefer conversational interfaces, they will come to expect them.
Conversational AI is poised to reinvent both internal and external process and make companies more competitive and productive.