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How Conversation AI is Assisting Companies with Customer Service

Companies are turning to conversational AI chatbots to enhance their business processes as well as meet the increasing demand of their customers who want immediate feedback.

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How Conversation AI is Assisting Companies with Customer Service
James Bayhack, Sub-Saharan Africa Director at CM.com.

Many firms around the world are rapidly adopting advanced technology solutions to encourage efficiency while improving customer experience. Companies are turning to conversational AI chatbots to enhance their business processes as well as meet the increasing demand of their customers who want immediate feedback.

In days gone by, the advent of AI made people a little defensive, questions arose around job security and the creeping redundancy of humans in the workforce. However, the perceived divide between AI and customer service lessens daily.

We can’t reasonably expect businesses to be available whenever we choose to interact with them, after all. Conversational AI chatbots removes the burden of common, low-value tasks like answering questions around business opening times, contact details, confirming orders or deliveries, checking stock levels, or scheduling and amending appointments.

Ask yourself. How much time do your valuable customer-facing agents spend on these tasks, and where could their energies be better channelled?

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James Bayhack, Sub-Saharan Africa Director at CM.com, says the shift to conversational AI chatbots is necessitated by a real-time response that modern customers expect when interacting with companies via digital platforms.

“Your customers may have multiple ways in which they like to communicate. They might want to use WhatsApp on their phones, or email when they’re at their desks. They might want to ask questions about your services or products on Facebook Messenger. You need to meet your customers where they’re choosing to engage with you. Importantly, you need to be available when they want to talk. Getting back to someone quickly is key, and this is possible through conversational AI chatbots” he says.

“Through CM.com’s Conversational AI Cloud, companies can serve their customers tailored messages at the right time and thus ensuring maximum efficiency,” he adds.

What’s more? CM.com’s Conversational AI Cloud allow companies to design personalised conversations based on Q&As and dialogues to offer the best possible experience without a single line of code. The self-learning capabilities identifies gaps and suggests relevant answers from auto-answers to auto-dialogues to improve conversations based on recommendations.

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A revolution in customer service is underway through the help of conversational AI chatbots, are you ready for it?

Do you have a story that you think would interest our readers? write to us editorial@cioafrica.co

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