It’s no secret that AI is transforming the way businesses engage with customers. In today’s fast-paced world, consumers expect instant, effortless interactions any time of the day before committing to a purchase. In fact, 80% of customers now consider the quality of their experience to be just as important as the product or service itself. At the same time, businesses are facing significant challenges, with 63% of contact centers struggling to maintain adequate staffing levels. This convergence of rising customer expectations and resource constraints is fueling the rapid adoption of conversational AI solutions.
But with so many options available, how do you choose the right platform for your business? Let’s explore the key factors to consider as you navigate the world of conversational AI.
What is Conversational AI?
Imagine a digital assistant that doesn’t just follow scripts but truly understands and responds like a human. That’s conversational AI. It can use advanced technologies like natural language processing (NLP) and Large Language Models (LLMs) to conduct nuanced conversations, tackle complex tasks, and even know when to bring in human support.
When Conversational AI is Needed?
Conversational AI platforms can significantly enhance business operations in four key areas:
- Efficiency: A digital assistant can handle up to 95% of routine inquiries, freeing your staff to focus on complex tasks.
- Sales: Every question is a sales opportunity. Every inquiry that is answered instantly and accurately, improves chances of closing the deal by 100x. Just think about it.
- Customer Experience: Engaging and meaningful interactions encourage customers to explore further, ask more questions, and potentially become brand loyalists.
- Data Insights: By analyzing customer inquiries, conversational AI platforms offer valuable data to inform business decisions.
How to Choose the Right Conversational AI Platform?
We recommend focusing on four main pillars when choosing the right platform: Technology, Trust, Features, and Service.
Technology
Evaluating conversational AI technology is crucial because it gives you a clear understanding of how the AI is built, trained, and functions. This insight not only shows you the quality and sophistication of the technology but also helps you gauge the bot’s potential performance and reliability, boosting your confidence in its capabilities.
Examples of Questions to ask AI vendors:
- How does your platform integrate NLP techniques with recent generative AI advancements?
- Can you describe your approach to semantic understanding and contextual analysis within conversations?
- What strategies do you employ to prevent Large Language Models from generating ‘hallucinated’ responses?
1. Satisfi’s AI chat experience is designed to comprehend and respond instantly to highly specific questions using a combination of advanced proprietary, patent-pending natural language processing (NLP) and generative AI capabilities. It utilizes large language models (LLMs) for flexibility and efficiency, ensuring effective communication with users while maintaining brand control.
Trust
Evaluating trust is essential to ensure the AI vendor is committed to protecting your data, safeguarding privacy, and creating an inclusive experience for all users. In fact, 77% of business leaders are concerned that unresolved trust issues surrounding AI data could jeopardize the success of their deployments. Focusing on vendors who put data protection front and center helps you feel confident that your information is secure and that the AI will treat every user with fairness and respect.
Examples of Questions to ask AI vendors:
- Can you detail the specific technical measures implemented to ensure data security & privacy?
- What certifications and compliance standards does your solution adhere to, and what do they entail for data protection and privacy?
- What protocols are followed in case of suspicious conversations indicating potential security or safety threats?
1. At Satisfi, we are dedicated to protecting your data with industry-leading privacy and security measures. Our approach ensures that customer data is always protected, making us a reliable partner for your business needs. Our commitment is reflected in our adherence to GDPR, WCAG, ADA, and SOC 2 standards.
Product Features
Evaluating product features is key to understanding the platform’s full range of capabilities. By assessing its depth and flexibility, you can determine how well the platform can be customized to meet your specific business needs.
Examples of Questions to ask AI vendors:
- What kinds of integrations do you support with other platforms and services (e.g., CRM, ticketing systems, CMS)?
- Can your solution handle multimedia content, such as images, GIFs and videos, within the chat experience?
- Which advanced conversational flow features do you offer that can guide users through complex topics and processes?
- Do you support in-chat transactions?
4. Satisfi Labs partners with top ticket providers like Ticketmaster, Tickets.com, Ingresso, and Telecharge to enable ticket purchases directly within chat. This feature opens a new revenue stream and maximizes ticket exposure, driving overall sales.
Service
Evaluating service is important for understanding the vendor’s commitment to your success long after the initial sale. It’s about ensuring they provide ongoing support and are genuinely invested in helping you achieve your goals.
Examples of Questions to ask AI vendors:
- What kind of onboarding, support, and training do you offer during and after implementation?
- Do you provide a dedicated account manager to assist with ongoing needs?
1. Satisfi’s dedicated implementation and support team is here to assist you from day one. They will help you get up and running very quickly, typically in 2 – 4 weeks from the kick-off call. You’ll receive comprehensive onboarding into our product features, content management, and Bridge Live Chat. Our Resource Center, filled with text and video guides, simplifies your workflow.
