How Do You Explain Conversational AI to Your Employees?

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If you’re unfamiliar with Conversational AI, here’s a quick primer: It’s the latest buzzword in Artificial Intelligence, a growing field of research focusing on using conversations to enhance human-machine interactions. Moreover, conversational intelligence is not just about identifying trends and questions posed by prospects but also about identifying gaps in your services. For instance, call recording is a simple yet effective way to identify the most qualified leads.

Conversational AI

The key to understanding conversational AI is to understand the concepts surrounding it. Intents and nouns surround each other. For example, if you want to open a bank account, you would say “create an account.” Intents and nouns work together to build the conversation. IBM’s Watson Assistant, for example, provides a free lite version. These two concepts are closely linked. Conversational AI is implementing artificial intelligence into a product, such as a chatbot.

Artificial intelligence

Conversation intelligence is a new term that has become increasingly popular over the past decade. Its power lies in helping sales and marketing teams build data-driven campaigns that are more tailored to the needs of individual consumers. By identifying key characteristics in conversations, Conversational Intelligence can help companies gain insights into their customers and improve the effectiveness of their messaging. Here are three ways this new term can help your business. 

Customer service

You can use conversation intelligence to automate processes and improve your customer experience. Conversational AI ties together all customer communications and provides reports for your customer service and sales teams. 

Sales

You’ve probably heard of conversation intelligence before, but what is it exactly? To put it simply, conversation intelligence uses artificial intelligence to analyze and synthesize conversations between two parties. Conversation intelligence can be a great tool to improve sales performance because it helps companies identify skill gaps and uncover best practices from hundreds and even thousands of conversations.

 Compliance monitoring

Recording client conversations is vital to compliance. Manual processes often miss details, and AI can quickly surface suspicious behavior. Conversation Intelligence delivers these insights in a visual dashboard, which is simple to use and intuitive. Automated call transcription, call highlights, and automation rules provide a holistic picture of a conversation and their impact on corporate compliance. This tool eliminates the need for manual research and is ready to go. Moreover, it is highly customizable, enabling you to monitor conversations and learn about their effectiveness.

Identifying mediocre sales reps

Identifying mediocre sales reps is a crucial part of increasing your bottom line, but how do you identify them? Using conversation intelligence (CI) software can help. CI software analyzes and transcribes a call and identifies key keywords and pauses in the conversation. Once the software has analyzed the call, you can view the results and determine what actions you need to take.

Identifying buyer intent

Identifying buyer intent with conversation intelligence can improve the efficiency of your sales and marketing efforts. In B2B, buyers do a lot of research online before they interact with the providers. In fact, a recent study by CSO Insights revealed that nearly half of all prospects research products or services online before making a decision. Identifying these buyers before deciding is critical for your sales and marketing efforts. By providing this data to your sales team, you’ll be able to engage them early and maximize their conversions.

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