Customer expectations have evolved. They expect fast response times, customization and round-the-clock service. And for businesses that try to meet these expectations, manual operations and conventional chatbots are no longer sufficient solutions. This is exactly where a good Conversational AI Platform for Enterprises makes all the difference and happens to be the solution that NexXora’s AI/ML practice focuses on.
In this article, we will talk about what a conversational AI platform really is, why enterprises implement it at an unprecedented rate, and how NexXora assists organizations in implementing it to boost customer experience.
Conversational AI platform refers to a platform using natural language processing, machine learning, and automation to analyze, understand, interpret, and respond to conversations in human speech through chat, voice, emails, messaging apps. As opposed to simple rule-based chatbots, which strictly follow predefined rules, an enterprise-class conversational AI platform can:
For large organizations receiving millions of touchpoints daily, this kind of intelligence is no longer optional – it is becoming essential.
No matter if an enterprise is a small retailer or a big international manufacturer, consumers are not ready to wait. With the help of a conversational AI solution, customers’ questions are always answered quickly, 24/7 without employing more people.
To keep a large support team and expand it if needed, it takes a lot of money. Thanks to conversational AI, organizations can automatize repetitive questions and let employees deal only with complex questions – thus making huge savings on operations.
Modern conversational AI solutions can do more than answer customers’ questions. With the analysis of the history of conversations, preferences, and behavior, enterprises can provide personalized recommendations and services to customers.
For many companies, inconsistency of customer experience on web chat, mobile application, WhatsApp, and voice assistants is a challenge. Thanks to a conversational AI solution, consistency and accuracy are guaranteed whatever channel customers chose to communicate.
While other vendors offer their Conversational AI Platforms for Enterprises simply as customer service assistants, NexXora positions it as a powerful engagement engine driving business development within the company.
Intelligent, Context-Aware Conversations
NexXora’s platform recognizes nuance and context, rather than keywords, which translates into no more “I don’t understand you” experiences and immediate problem resolution on the very first contact.
Enterprise Systems Integration
Being an SAP, ERP, and cloud expert as well, NexXora ensures its conversational AI products are integrated into the enterprise systems and have access to real-time data from CRM, inventory, or customer support systems.
Scalability to Different Departments
The platform can be used by multiple departments of the company including IT Helpdesk, Sales Inquiry management, and even Human Resources without any silos of point solutions.
Human-in-the-Loop Approach
NexXora offers a perfect solution that allows automating the majority of simple conversations, but still ensures that tricky conversations will be handled by humans if needed.
Continuous Learning and Optimization
The platform learns and improves from real conversations’ data, reducing escalation rate and increasing customer satisfaction score.
Benefiting Industries
Whereas any business stands to gain from conversational AI technology, there are specific industries where the gains are particularly high:
The practical experience of NexXora in partnering with companies from healthcare, manufacturing, and public sector industries provides it with valuable knowledge on the adjustments required in order to make conversational AI work in a corporate setting.
The implementation of a conversational AI tool does not necessarily require any drastic changes in the organization. The most common strategy for such tools’ implementation in enterprises includes the following steps:
NexXora closely collaborates with its enterprise customers during each stage of the process.
An effective Conversational AI Platform for Enterprises is more than a tool that enables the automation of interactions between an enterprise and its users. As enterprises become increasingly pressed to do more with less and engage their customers more actively, such a platform becomes critical infrastructure rather than an additional module.
Should your company be considering integrating conversational AI technology into its digital transformation processes, the team at NexXora is ready to assist you to find out where automation will be most useful for your business and develop a plan to achieve it.
Are you eager to improve customer engagement through enterprise-level conversational AI technology? Contact us at NexXora to make the first step towards success.