The term “Conversational AI” refers to the use of technologies that are used to generate components that users can talk to, such as virtual agents or chatbots. These technologies use Machine Learning techniques, Natural Language Processing, and large volumes of data with which they are trained to mimic human interactions. Conversational Artificial Intelligence allows virtual agents to recognise speech and text, and respond with useful information.
Today, thanks to the use of conversational AI technologies, it is possible for devices and applications, such as a chatbot, to converse and interact with people using their natural languages.
AI technologies open up a horizon of possibilities for businesses and users. One of the clearest areas of application is customer service. From the point of view of end users, it offers them immediate attention, reducing or eliminating waiting times while at the same time, it offers help in processing their requests.
On the other hand, these virtual agents allow companies to scale customer service, using far fewer resources and at a much lower cost than if it were done by people.
It is still too early to know all the applications that this type of technology may have in the future, but there are already clear options and processes that can be implemented using the assistance of conversational AI.
One such application case could be the handling of requests and the unassisted receipt of documents. For example, a virtual agent can guide a bank customer step-by-step to apply for a mortgage, or, in the case of an insurer, the end user could register a claim. The virtual agent’s unattended service could request the documents and data necessary to process and resolve the end-user’s application without the intervention of the bank or insurer’s employees.
But we have all been in the situation of being on the phone or with a chatbot that doesn’t understand us and whose options are very limited. This is where AI changes the rules of the game. In other words, we should expect AI to transform those ‘dumb’ chatbots and phone voices into brilliant assistants.
This is done through the ability to learn and train, as well as the ability to “understand” what the end-user wants.
DialogFlow is Google Cloud’s Conversational AI that you can integrate from Athento for the creation of chatbots and virtual agents. The tool allows the definition of conversation flows and interaction with external systems. DialogFlow uses the Google Assistant conversation technology. -OKAY Google…let’s speed up some business processes!-
The current integration offers support for a virtual assistant to receive documents or data directly in the digital content platform so that they can be processed directly in our workflows.
From the end-users point of view, this integration improves the customer experience, making it much more interactive than filling out a boring form, as well as the speed of service and autonomy, as the user can tend to himself.
From a business point of view, integrating an intelligent virtual agent allows us to offer UNASSISTED attention to requests from customers or external users, in which the burden of data and document entry falls on the external user and not on the internal user.
In addition, the cases/requests and their documentation go directly to a centralized repository, which means that they can be managed directly from Athento and can also be accessed from the business applications.
Finally, having this native integration in Athento reduces the complexity and IT project implementation times when putting AI in place.
No doubt, in the months to come, we will see many more applications of Conversational AI technologies. For now, imagination sets the limit!
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