What is it, why should you worry and how to do it properly

Conversational AI can be a great advantage of your social media presence. These days, 64% of people say they would rather order a company than call it. If you are active on social networks and talk to clients on your social channels, these statistics apply to you as well.

On Facebook Messenger alone, over a billion messages are exchanged between people and businesses every month. With all these queries and just so many people contacting them, a chatbot or virtual assistant can be the lifeline. Conversational AI technology can increase the efficiency of your team and enable more customers to get the help they need faster.

Keep reading to find out how your business can benefit from using conversational AI tools for social services and social commerce.

Bonus: Get free, easy to use Customer Service Report Template which helps you track and calculate your monthly customer service efforts in one place.

What is conversational AI?

The term Conversational AI (technologies) refers to technologies, such as virtual assistants or chatbots, that can “talk” to people (eg answer questions).

Conversational AI tools work thanks to processes such as machine learning, automated responses and natural language processing. Their goal is to recognize language and communication, imitate them and create an experience of human interaction.

Conversational AI applications are often used in customer service. They can be found on websites, online stores and on social networks. AI technology can effectively speed up and simplify answering and directing customer inquiries.

How does conversational AI work?

Conversational AI works primarily thanks to two functions. He’s the first machine learning. Simply put, machine learning means that technology “learns” and improves as it is used. Gathers information from their own interactions. He then uses that information to improve as time goes on.

The result is a system that will work better six months after you add it to your site, and even better a year later.

The other is called natural language processing, or NLP for short. This is the process through which artificial intelligence understands language. Once he learns to recognize words and phrases, he can move on natural language generation. This is the process through which he talks to your clients.

Generating natural language basically means that AI simulates conversation. For example, if a customer sends you a message on social media asking for information about when an order will be sent, the AI ​​chatbot will know how to respond. It will do so based on previous experience answering similar questions and because it understands which phrases work best in response to shipping questions.

The theory may sound exhausting, but conversational AI chat bots provide a very smooth user experience. Here’s an example of how you can expect it to look in action:


Advantages of using conversational AI tools

Save time

In an ideal world, each of your clients would get a thorough user experience. But the reality is that some customers will contact you with much simpler inquiries than others. A chatbot or virtual assistant is a great way to ensure that everyone’s needs are met without overburdening yourself and your team.

AI chat bots can take care of simple customer service problems and allow you and your team to deal with more complex ones. It also reduces the waiting time at both ends. Our own chatbot, Heyday by Hootsuite, helps businesses automate as much as 80% of all customer service conversations!

Tracking orders at Heyday

Conversational AI can process multiple requests at once where you and your team cannot. This makes the customer service system far more efficient.

Increased accessibility

You cannot be available to your customers 24 hours a day, 7 days a week. Equipping your social media platform with Conversational AI solves this problem. If the client needs help outside of regular business hours, the chatbot can take care of his problems. It solves the logistical problem and plays in a way that chatbots can save time, but there is more to it.

Conversational AI can make your customers feel more attentive and relaxed, as they increase your accessibility. The reality is that midnight can be the only free time someone has to get an answer to their question or to solve a problem. With an AI tool like Heyday, getting a response to a delivery request is a matter of seconds:

tracking orders with Heyday

While not every problem can be solved through a virtual assistant, conversational AI means that customers like these can get the help they need.

Help your customers make purchasing decisions

Conversational AI can help address customer support requests, of course. But it can also help make and modify sales.

One of the benefits of machine learning is its ability to create a personalized experience for your customers. This means that the Conversational AI platform can provide product recommendations or add-ons to customers that they may not have seen or considered.

Here is an example of what these recommendations look like:

Conversational AI recommends products in Heyday chat

Conversational AI solutions such as Heyday make these recommendations based on what’s in the customer’s basket and their purchase inquiries (e.g. the category they’re interested in).

The result? More sales without having to move a finger.

Sales outside working hours

Speaking of helping customers make purchasing decisions, another advantage of Conversational AI is the affordability it offers. One of the great benefits of running an online business is the fact that sales can happen at any time. The only thing that can interfere with this is the type of delivery, sales or inquiries about products that customers might have when there are no representatives available.

Chatbot or virtual assistant fixes this easily. Since it is available at all times, it can help anyone waiting to get an answer to a question before they check out. This means that sales come faster – and you don’t run the risk of customers losing interest in buying before they finish.

With Heyday, you can even set up your chat bot to include calls to the “Add to Cart” campaign and unobtrusively direct your customers to pay.

Notices for purchases within Heyday chat

No more language barriers

An underestimated aspect of Conversational AI is that it eliminates language barriers. Most chatbots and virtual assistants come with language translation software. This allows them to detect, interpret and generate almost any language professionally.

As a result, no customer service interactions are hampered by language differences. This makes your business more enjoyable and affordable for a wide range of customers.

Language discovery within Heyday chat

AI best practice for conversation

Know when to turn on (human) customer support agents

The artificial intelligence tool is great for solving simple problems. But it is good to know their limits. Not every customer will have a problem that conversational AI can solve. Chatbots are assistants to your customer support team – not a replacement. Make sure you have agents on standby, ready to jump in when a more complex query arrives.

Optimize for social trading

You want to get the most out of your Conversational AI. You also want to make sure your customers have as much access to the help they need. The best way to achieve both of these things is to choose a conversational AI tool optimized for social trading.

Heyday is a tool design that takes into account the specific needs of retailers. It integrates with e-commerce, delivery and marketing tools, seamlessly linking the background of your business to your customers – and helping you create the best possible user experience.

Some of Heyday’s integrations include:

  • Shopify
  • Magento
  • PrestaShop
  • Blue Basket
  • SAP
  • Speed ​​of light
  • 780+ delivery suppliers

With Heyday, you can connect conversational AI to all of your customers’ favorite communication channels, including:

  • Messenger
  • Instagram
  • WhatsApp
  • Google Business Messaging
  • Cocoa Talk
  • Web and mobile chats
  • Email

… And manage all these interactions from one platform.

When optimized for social commerce, conversational AI is much more than a customer support tool – it can also help you automate sales.

Product recommendations within the Heyday dashboard

Conversational examples of AI

Here’s how big and small brands use chat chatbots with AI and virtual assistants on social media.


Amazon's AI-powered chatbot

They may not be a social media platform, but it’s never a bad idea to take notes from the world’s largest online retailer.

Amazon uses a virtual assistant as its first line of customer service. The Amazon experience was mostly driven by prompted issues, as in the example above. It also includes data on recent orders to get information on what customers might be interested in.


DavidsTea's Heyday chatbot interaction

DAVIDsTEA uses Heyday for social services. This Canadian tea specialty company has a more language-oriented approach. Their chatbot uses common voice patterns to provide customers with the answers and information they need.

Watches and colors

Chatbot on Facebook Messenger

The jewelry brand Clocks and Colors uses a chatbot on its Facebook page. When someone comes, the virtual assistant of the brand is activated. Like Amazon’s bot, this one serves the brand’s customers through prompted questions and easy language generation.

Bot Clocks and Colors is integrated with traditional brand customer support channels. When the user indicates that he wants to talk to the agent, the AI ​​will alert the customer service representative. If no one is available, a custom absence message is sent and the query is added to the user team’s queue.

Engage with customers on their preferred channels and turn customer conversations into sales with Heyday, our dedicated AI merchant conversation tools. Deliver 5-star user experiences – on a large scale.

Request Heyday Demo

Turn customer service conversations into sales with Heyday. Improve response time and save time. See it in action.

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Naveen Kumar

Friendly communicator. Music maven. Explorer. Pop culture trailblazer. Social media practitioner.

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