How to Leverage Virtual Assistants with Conversational Intelligence to Improve Customer Satisfaction – CSAT

Chatbots are quickly becoming the go-to solution for most businesses. These digital assistants provide a number of useful services. They can take care of simple tasks like scheduling appointments and locating documents, which gives your team more time to focus on customer service. However, virtual assistants are still machines – which means they have their limitations. If your virtual assistant is unable to understand certain words or phrases, they might send you irrelevant information or fail to execute commands that require specific parameters. This type of interaction is frustrating for customers, and it doesn’t exactly help build trust in your brand either. Luckily, there’s a way you can leverage conversational AI with VR assistants to improve customer satisfaction.

Any business that relies on phone or email support can benefit from AI-based virtual assistants. This includes companies that are heavy in customer service, like banks, credit unions, insurers, logistics providers, etc.  When customers call you or write, they expect to get attention right away. With an AI-powered virtual assistant, they can ask questions at any time and get a response right away – even if your team is unavailable (or you just simply want to cut costs).

What is the difference between chatbots and Conversational Virtual Assistants?

Through both Chatbots and Conversational Virtual Assistants, customers are able to find relevant information or complete tasks based on their individual information and account data.

In contrast to simple chatbots, intelligent virtual assistants handle the requirements of customers “talking” in plain language, emulating human conversation patterns. This makes digital adoption very high for repetitive tasks such as managing payments, credit card activation, passwords, managing alerts, and notifications. As a result, the bank’s customer service teams can focus on more complex inquiries and become more productive.

What is Conversational AI?

Conversational AI is the ability for computers to understand human language as if they were people. Conversational AI systems can understand context, intent and even learn over time. This functionality makes it possible for computers and virtual assistants to communicate naturally with humans using language. While AI has been around for decades, the technology has only recently advanced to the point where developers can create smarter AIs that perform complex tasks with minimal input from humans. This allows businesses to create virtual assistants that give customers the same conversational experience they would receive from speaking with a human. AI can even learn about your business and respond to questions with relevant information. These advancements in AI have made it possible to create truly conversational virtual assistants that customers can interact with as if they were speaking with humans.

How Virtual Assistants Improve Customer Satisfaction?

There are a variety of ways that virtual assistants can improve customer satisfaction. First, accurate and timely data is key to great customer service experiences. If a customer is having trouble locating their account information or a salesperson is struggling to find a specific customer’s information to respond, it can significantly slow down the process and negatively impact the customer’s experience. Virtual assistants are great for storing and accessing data, so they can help your team avoid these issues. Second, virtual assistants are designed to have minimal human emotion. This means they aren’t likely to get flustered or make mistakes under pressure, which can lead to embarrassing situations that erode trust in your brand. Virtual assistants can handle simple tasks like scheduling appointments and sending documents with no mistakes. This frees up your human resources to focus on more complex customer service tasks like handling complaints and resolving issues.

Why AI-Based Virtual Assistants Matter for Customer Satisfaction?

AI-based virtual assistants are designed to understand natural language, which means they don’t require the same specific phrases and keywords that rule-based virtual assistants do. This makes it easier for customers to interact with the AI-based virtual assistants. Customers can say what they need to do and the virtual assistant can understand and execute the command. There are a variety of benefits that come from using AI-based virtual assistants. First, they can bring a new level of convenience to customers by providing 24/7 support. With an AI-based virtual assistant, customers can send requests at any time of day, including weekends and holidays. Next, AI-based virtual assistants can learn over time. This means they can get better at understanding customers’ needs and responding to questions. As customers use the AI-based virtual assistant to ask questions and complete tasks, the system will record the data and use machine learning to get better at understanding language. This can create a more personalized customer service experience, which can lead to increased customer satisfaction.

Leveraging Natural Language Processing with Conversational AI

Natural language processing is the ability to take human language inputs and interpret them into data. This allows AI-based virtual assistants to interpret the meaning of phrases and words to determine the action needed. This is helpful for customers who don’t use specific phrases and keywords that rule-based virtual assistants require. For example, let’s say a customer wants to know their payment due date. The customer could say, “Hello there, I’m about to make a payment, but first, I want to know when my payment is due.” The AI-based virtual assistant would understand that giving the due date is the goal, and the rest is just noise. The virtual assistant could then prompt the customer for more information, like the social security number, or which account they need information for. This means customers don’t have to learn specific phrases to interact with the virtual assistant, which makes the process more convenient.

Conclusion

Chatbots are an important part of most businesses. However, these digital assistants have their limitations, which can lead to frustrating experiences for customers. There’s a way you can leverage conversational AI with virtual assistants to improve customer satisfaction. Conversational AI can help your virtual assistants understand natural language, respond to customers at any time and get better at responding to questions over time. These advancements in AI have made it possible to create truly conversational virtual assistants that customers can interact with as if they were speaking with humans.

 

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About DANAconnect

DANAconnect is a Low-code/No-Code SaaS platform founded in 2012 that helps the financial ecosystem automate daily communications with customers and follow-up in marketing, sales, collections, transactional alerts, and customer service processes.

The platform, based entirely on the cloud, includes modules for the centralized management of customer data, sending of communications, and delivering documents through digital channels: email, SMS, automatic calls, and push.

Likewise, it includes several API services developed under industry standards that allow integration with any external system that also uses API, including core systems for insurance and banking and emerging channels like WhatsApp, Messenger, and Telegram.

These API respond to omnichannel and the most common uses in the industry, such as self-service of information and documents, digital signature, updating of incoming and outgoing data, one-time passwords, and identity validation with multiple factors.

Automated processes are created through a visual designer that creates logical flows with very low code or no code at all, depending on the complexity of the objective. These flows integrate all digital channels with filters, events, and timers to react and take the next action based on customer interactions.

In addition to intelligent cross-channel flows and cutting-edge technology, DANAconnect adds features explicitly designed for the financial industry to ensure security, governance, compliance, and auditing.

Every month DANAconnect sends at least one communication to 9.8% of the population of the Americas.

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