How conversational AI is shaping engaging digital experiences for users

To begin with, chatbots are like a digital resolution in this digital era. Wherever there is proper communication there is no place for doubts or some sort of confusion. They are rapidly becoming a huge part of our daily lives. Driven by round-the-clock consumer support, more companies are investing in this platform. Many companies nowadays are using chatbots alongside other channels of communication like email, phone, and social media.  A recent study found that 53% of service organizations expect to use chatbots within 18 months — a 136% growth rate that foreshadows a big role for the technology in the near future. Conversational AI boosts productivity in a range of ways. They help workers set meetings and reminders, and ask simple questions without stopping what they’re doing, to name just a few use cases. At the same time, all-purpose virtual assistants, such as Amazon’s Alexa, Apple’s Siri, and Google Assistant, are fast becoming the preferred interfaces for consumers to engage with brands across every industry.

Are they really so impactful when it comes to the digital experience of users? Let’s find out!

What is Conversational AI?

To speak in a technical language chat robot is a computer program that helps artificially communicate with users via text or voice notes. Additionally, chatbot facilitates immediate response, this quality of being spontaneous helps the brand to retain and gain customers. 

Over the years, developers have incorporated more sophisticated techniques to enable chatbots to better understand people’s questions and provide more useful responses. They are designed in a way so that they can respond to frequently asked questions. 

The simplest form of a chatbot system tackles such tasks by parsing customer input, then scanning its database for articles related to certain words and phrases. In short, it operates like a document retrieval system, based on keywords. For example, a cosmetics company might create a chatbot that engages users with set questions about their makeup preferences, then recommends products and offers that match their responses.

In these cases, the computer program behind the chatbot works to a rigid set of predefined rules and has little ability to recognize the way people naturally speak. Think about the times you may have typed a question into a website’s dialogue box and received an answer that doesn’t make sense. That’s likely because the chatbot program recognized keywords in your request, but not the context in which they were used.

There have been significant advances in the field of Artificial intelligence. By harnessing enormous amounts of data and cheaper processing power, AI and related technologies such as machine learning are helping to dramatically improve chatbots’ quality of understanding and decision-making. In particular, developers are using natural language processing (NLP) or natural language understanding (NLU) to build bots that can better understand human speech (or typed text). These technologies also make it possible to better discern the intent behind what someone is saying — and to respond more intelligently.

When chatbots are connected to Technologies like NLP and NLU it helps them better understand human conversations. An AI chatbot can be efficiently trained to improve conversation every time it interacts with a user. 

How does Conversational AI help in business?