How to Make the Most of Your Conversational AI Solution

Tips to help you successfully implement your conversational AI solution for your business.

Nov. 18, 2022 | By Ramesh Koovelimadhom and Adam Shea

Conversational AI tools like Google Cloud Contact Center AI can be a game changer for customer experience and efficiency. Use these insights to improve outcomes around your voice bot and chatbot solutions.

Think Strategically About Use Cases

What challenges could be solved by a chatbot or voice bot powered by a tool like Google Cloud Contact Center AI? You may have a few answers initially, but you’re likely missing out on untapped opportunities. Start by looking at your industry. Your business. Your customers. Ultimately, your best approach is to tailor your solution to your end customers and their unique needs.

Taking the world of healthcare, for example, chatbots can be used both to support patients and providers. You may even want to build a patient-facing chatbot to be more informative to help patients feel confident, while your provider-focused chatbot could better serve doctors and nurses by focusing on accuracy and speed.

What out-of-the-box use cases can your system provide? Work with a consultative partner to unlock what’s possible using conversational AI for your business, your customers and your industry.

Shop and Build Smart

Do you need your system to analyze conversations as they’re happening? Or is there a lag between conversation and analysis?

Think about your end user. Will your customer abandon using the chatbot without rapid responses? If there is space between customer input and your system’s analysis and output, let your bots communicate to the end user that they’re “thinking” or “processing” to prevent customer frustration.

With Contact Center AI, you can build and optimize for real-time resolution.

Get the Most from Technical and Analytics Tools

You can build your solution to recognize emotion or offer insights on callers and agents, such as demographics and personality. The sky is the limit. To build a customizable, scalable, easy-to-use platform, use every tool in your toolbox. This is where a well-practiced team of experts in Contact Center AI can help you maximize returns on your investment.

Language Models

Which languages—and dialects—can your system support? How accurately can it transcribe speech to text, including language and dialect variations? These are all based on language models within your chatbot solution. This will also be affected based on whether you have a rule-based solution or one that uses machine learning.

To create new language models, your team will need data. How much? It depends on what methods your team uses to develop those models.

Natural Language Processing

Think beyond the words to the meaning. To ensure your chatbot solution is solving customer problems, you need to first make sure it can understand the problems by extracting intent and sentiment from a conversation. This starts with recognizing entities and correctly identifying relationships between entities, concepts and utterances.

Set It and Don’t Forget It

The most successful uses of conversational AI include a clear postlaunch plan for ongoing quality assurance and continuous improvement. Make sure your system can measure transcription quality to identify any problems quickly and course-correct. Systems that include machine learning are better set up for continuous improvement. Set your solution up for success.