Conversational AI

Digital customer communication presents companies with new challenges. Customers are demanding and expect companies to serve them promptly at any time and any place. But how can companies respond to these demands? And how can a solution be implemented economically?

Chatbots

In order to relieve their own employees and automate customer service, many companies already use chatbots.
However, a distinction should be made between a simple chatbot, which can respond to firmly defined questions based on rules, and a chatbot with conversational AI.

Through the use of artificial intelligence, the chatbot can understand the individual questions of the user and reproduce suitable answers. The understanding of the questions constantly improves during use by the customer. However, should the chatbot reach its limits and not understand a question, it can be automatically transferred to a human colleague.

Prerequisite for use

The hurdles to using chatbots are very low. You can integrate the chatbot service into all existing systems, as they are generally stand-alone applications (Progressive Web App).
In order to provide this customer service as a company, you need two components:

1. recognition of intent (intent detection)
This requires a data set that contains the categories to be recognised with corresponding text examples.

2. provide appropriate answers
The appropriate answer depends very much on the use case. Answers can be found in internal databases or routed to other business systems such as CRM, ERP or PIM interfaces.

With the interaction of points 1 and 2, the impression of a natural conversation is created.