Why Conversational AI now leads customer service revolution —Inderpal
By Prince Osuagwu, Hi-Tech Editor
In the 1940s, when digital computers were developed, it was clearly demonstrated that computers can be programmed to carry out very complex tasks. However, it was also dependent on the ability of the programmer to determine the extent that can happen, hence the phrase and digital jargon, ‘garbage in, garbage out.’
Not at any time was it envisaged that something else, not even a machine, could come up to completely perform tasks commonly associated with intelligent beings.
That is exactly the magic Artificial Intelligence, AI has come to perform. Artificial Intelligence is developed systems created with the intellectual processes akin to that of humans, such that they have the ability to reason, discover meaning, generalise, or learn from past experience.
AI has changed several roles such as using self-checkouts, ATMs, and customer support chatbots.
However, the goal is not to scare people, but to highlight the fact that technology is constantly altering lives and executing activities to replace the human workforce. At the same time, technological advancements are producing new career prospects. AI is predicted to increase the demand for professionals, particularly in robotics and software engineering.
AI has also seen to the growth of businesses by the new model of interactive customer relationships it engenders.
Today, every Nigerian company is trying to identify newer ways to boost consumer engagement and profitability to align with changes in consumer behaviour.
For example, more and more consumers are spending time on their mobiles – using messaging apps such as WhatsApp and SMS, as well as searching what they want, on Google and Maps.
As a result, businesses are adopting a variety of technologies to reimagine customer experience and business-to-consumer communication. Many businesses are now engaging with customers via WhatsApp, Short Messaging Services, SMS, and Google Search
This has led to an uptick in brands’ influencer marketing, social media/messaging channel outreach, email marketing, and personalisation of products and services.
EVP Telecom Business, Gupshup, Dr Inderpal Singh Mumick, said: The challenge now becomes how to develop a one stop shop concept that will catch up with users and get them to patronise a brand.
For him, Conversational AI is the technology that enables computers to connect and engage with people using natural language – think of it as simulating a human conversation.
He said: “Using conversational AI, computers will understand and process natural language inputs and respond in a natural, intuitive, human-like manner. Businesses typically use a conversational AI platform to connect with consumers in real-time on popular messaging, voice and video channels, via chatbots. Consumers can pose questions, complete a purchase, or even avail service and support via WhatsApp, Facebook Messenger, or Android Messages, and other frequently used social media and messaging channels. As a result, for consumers, engaging with a brand feels more like a human conversation instead of a business transaction.
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