Glossary

Glossary | C | What is conversational customer service

What is Conversational Customer Service?

Converse customer service utilizes NLP and AI to enable human-like interactions with customers in real time across various channels like chatbots, voice assistants, or messaging apps.

Key Terms and Concepts

Artificial intelligence (AI): Machines' capacity to imitate human intelligence by carrying out tasks that typically involve human-like intelligence, like learning, problem-solving, reasoning, and language comprehension.
NLP (Natural Language Processing) involves the interaction between computers and natural human languages, within the field of AI. It might involve activities such as speech recognition, comprehension of natural language, and generation of language.
Chatbot: A software created to imitate human communication using text or voice. Operated through voice commands, this virtual assistant can schedule alarms, play music, and provide answers to inquiries.
Omnichannel Customer Service: It allows for a seamless customer experience across various channels like phone, email, chat, and social media.
Customer Journey: The journey a customer experiences from initial brand awareness to making a purchase and ultimately becoming a loyal customer.
Customer Experience (CX): The general impression a customer forms about a company from their engagement with the brand.
Emotion Recognition: Recognizes and categorizes the feelings expressed in written language.
Entity Extraction: Identifying names, dates, and locations from the text.
Conversational AI Platform: Software platform for creating and launching conversational AI applications.

Benefits of Conversational Customer Service

Increased Customer Satisfaction: The conversational AI system can provide the answers to the queries of the customers much more quickly and accurately, and hence improve the level of customer satisfaction.
Efficiency: The chatbots or voice assistants can be used for performing routine tasks and let the human agents focus only on the complex issues.
24/7 availability: Due to the advancement of technology through the conversational AI system, customer support is possible 24/7 even during the off-hours of a human agent
Scalability: The conversational AI system will not face scaling issues in accommodating large volumes of customers without adverse effects on service quality.
Personalized Experience- A conversational AI can utilize consumer data to make relevant, personalized recommendations and offers.
Savings Cost: With a conversational AI, one can reduce the cost of human customer service agents.

Challenges and Considerations

Technical Limitations: Conversational AI is not fully developed yet and may lack the ability to understand complicated language or to deal with complex nuances.
Ethical concerns: There are numerous ethical concerns in implementing AI in customer service, such as privacy, bias, and accountability concerns.
Integration with existing systems - The conversational AI may be difficult or time-consuming to integrate with the customer service systems in place.

All these problems and the good points behind conversational customer service help businesses enhance the quality of their customer experience and thrive even in such a competitive marketplace.

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What is Conversational Customer Service?

Key Terms and Concepts

Benefits of Conversational Customer Service

Challenges and Considerations

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What is Conversational Customer Service?

Key Terms and Concepts

Benefits of Conversational Customer Service

Challenges and Considerations

Related Questions

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Getit infomedia optimized business performance with Go4customer.com

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Go4customer