Delivering expert knowledge
Conversational AI is maybe not going to play the main role in your website, but it is, however, certainly going to make a huge difference. Why? Because it’s a great way to interact with your customers and automatically fulfill their requests and demands even with that additional old human touch that you thought only brick-and-mortar shops could have. Businesses — especially those that focus on Guided Selling Solutions — already use conversational AI to offer professional services such as real-time user support, shopping assistance, and expert knowledge-driven solution advice.
When developing AI frameworks for creating conversational agents that show impressive performances — in terms of language sophistication —, as well as the complexity of the topics to deal with, software providers have to overcome hard problems. Controversially, when considering operating a chatbot solution, customers mostly focus on the first part and tend to underestimate the second one. It’s not a good idea to conflate the conceptual representation of the topic with the language processing part.
You should make sure to keep both of them apart. Why? Because it takes a lot of effort to represent topic knowledge on its own. Only in this way will you be able to reuse the topic knowledge independently from the chatbot. This is because chatbots are only one way to fulfill a general pattern that is behind almost every service that is covered by a particular chatbot.
There are a lot of possibilities that exist out there to realize this user interaction pattern. Questionnaires done as ordinary forms in websites, illustrated/animated content, or more recent approaches making use of natural language interfaces via text or even voice-based interaction are some of them.
AI-powered conversational agents and virtual assistants dwindle bad customer experience (CX) and prove their users their market worth. Credit: iStockphoto.
To decide which one to use, there a few things to consider. As to briefly mention some of them here, depending on the environment of your shop and on your target group, one can be more suitable than the other. Besides, considering what you want to achieve, as well as how complex your domain is, is paramount when developing such a solution.
In this matter, there is a notable advantage of a chatbot tool driven by a technology that allows you to keep apart the topic representation from the communication interface, like the excentos Workbench does for Guided Selling Solutions by enabling you to use exactly the same concept knowledge and recommendation behavior with different interaction approaches.
The programmed structure of a dialog flow allows the system to assemble all necessary input from the user and deliver smart recommendations. Source: AI-powered chatbot developed by excentos for VAUDE Sport GmbH & Co. KG.