“Early reports suggest that, “By 2020, over 80% of Customer interaction will be managed without a human.”
The 21st century is blessed with technological marvels like Cloud, ML, AI, Analytics, and Mobility, etc. Most of the advancements were developed with the intent to reinforce workplace efficiency and embrace operational success. However, only in-house functional upgrades cannot bring the desired market lead. Businesses today need to invest their resources equally into user experience designs to create and deploy enjoyable experience for their end users.
UX design is aimed at outright customer satisfaction by providing them with product functionalities that are highly interactive, accessible and remarkable in every aspect. These days, an advanced form of user experience design is taking over the stage that has boundless potential to benefit both business owners and end users by putting leading-edge technology solution at work.
Conversational Lines
Conversational User Experience, better known as CUX, is the latest buzz word for the technology-driven enterprise market and has lately garnered quite a huge fanbase in the industry. It is an essential upgrade of the traditional UX design and almost entirely focuses on conversational influence and personalized content to improve customer engagement. It will soon turn critical into business success with its current form, employing advanced AI and ML proficiencies to provide smart customer support.
ChatBots
Debuted in the late ’50s, chatbots aren’t a new concept for the enterprise world, with a majority of modern businesses, using the technology to conduct and regulate customer interactions in some form or the other. However, there exists a vast difference between its previous and modern scheme. Today, the end customer demands have exceedingly modernized and so has the technology stack. With its fascinating combination of artificial intelligence and machine learning algorithms, modern-day chatbots not only help customers make the best pick for themselves but also guide them through their entire customer journey.
Chatbots have now become a crucial part of modern-day user experience design and often help customers with multiple functionalities like personalized product recommendations, improved servicing, etc. With the added aptitude of advanced AI, many chatbots can now learn from customer interactions and implement the findings to enhance future engagements.
The Intelligent Gap
When compared with chatbots, Virtual assistants take the lead with their ‘understanding’ ability of user demand. Chatbots, though running on the leading-edge technology stack, lack the level of comprehension endorsed by virtual assistants. From a long time, chatbots were used as a programmable interface to answer popular queries cited using certain keywords or pattern. On the other hand, virtual assistants make use of advanced natural language processing and AI capabilities to understand user queries and present them with efficient and accurate solutions.
In addition to the ‘intelligence,’ continuity of conversational flow is an important boon that virtual assistants enjoy. Earlier forms of chatbots failed to keep up with the conversational flow even after a brief time off which was not the case with virtual assistants. The conversational context remains intact while interacting with virtual assistants, thereby offering more “human-like” experience to the end user group. Modern forms like chatbots have a come a long way with improved conversational AI and emotional comprehension. They now contribute to customer servicing by providing intelligent customer assistance and proactive query resolution.
All in all, Chatbots have gained increased popularity in the enterprise world as it has effectively improved customer satisfaction proving their loyalty towards a brand. Enterprises are investing a lot of resources into modern chatbot technology to enhance their business-client interactions and attain a significant margin across market demographics. They serve as an excellent interface to monitor customer data and gain important insights to improve customer engagement. Pratham is the leading software development company in the modern enterprise world that promotes the implementation of high-end technology solutions to boost better lead generation and customer interactions. Reach out to us at https://www.thepsi.com/ to know more about our technical stack.
