Modernize Your Customer and Employee Experience with Conversational and Generative AI

The wave of ChatGPT is taking industry by storm, every organization is looking at how to use ChatGPT for their organization, instead they should be looking into the big picture – that is How to use Generative AI to help build an exceptional customer care and employee experience. In this article we will explain you how you can utilize Conversational AI, Generative AI, Robotic Process Automation and ChatBots to automate your customer and employee facing operations.

So why should you care about Conversational and Generative AI. Think about a situation where your organization would receive ~2 million conversations per week (which is on the lower side considering banks, healthcare, and insurance):

So as you can see the cost is really huge, now multiply that by 52 weeks and this cost balloons to a factor of hundreds of millions. With automation not only you can save on cost but also enhance the overall experience.

Enhancing customer and employee experience is a pressing challenge across industries. Organizations aim to increase productivity by minimizing mundane tasks and allocating more time towards innovative work. A positive and efficient external/internal user experience is critical for creating a productive environment and achieving high-quality output. Conversational and Generative AI is a promising approach that can transform the way your users communicate and perform business operations. It leverages natural language processing (NLP), natural language understanding (NLU), and machine learning (ML) techniques to understand and interpret human interactions. With conversational AI, businesses can transform a wide range of operations, including HR support, IT support, and customer-facing operations, ultimately driving productivity and higher satisfaction.

Conversational AI

The goal of conversational AI is to create virtual agents or assistants capable of delivering a human-like user experience using natural language. These systems rely on a dialogue-based approach to handle human variation and use a range of technologies including data analytics, machine learning, natural language processing (NLP), and natural language understanding (NLU) to achieve this. They can carry out sophisticated human interactions, understand speech and text in multiple languages, and offer comprehensive language support.

Generative AI

Most existing AI systems are designed to analyze available data and produce outcomes. However, generative AI is focused on generating novel and imaginative outputs, such as images, videos, audios, text and models that are not constrained by pre-existing data or rules. This necessitates that generative AI systems are capable of learning and comprehending patterns and relationships in data, and then use this knowledge to create new outputs that are distinct and unforeseen.

Solution – An Intelligent BoT Powered By Conversational AI and Generative AI (ChatGPT)

Through the integration of conversational AI and generative AI, our enterprise solution can offer an intelligent conversational self-service experience. Our approach combines market-leading chat solutions that can seamlessly integrate with your organization’s communication channels such as Teams, Slack, WhatsApp, Salesforce, ServiceNow and others, providing a seamless omni-channel experience. This solution also can integrate with your organization’s internal and external systems, including email, CRM, ERP, and other applications. Our conversational AI solution also leverages the power of generative AI to provide more natural and human-like responses. Below is one of the sample architectures on how Prolifics builds a conversational AI system for solving real world problems.

Solution Features

• Provides an omnichannel experience to your customers and internal employees to access from any device and applications.
• All your business data exchanged between User and the platform is encrypted and secured.
• Solution provides personalized and dynamic human-like responses.
• Can extract information from large blocks of unstructured enterprise contents and generate or summarize meaningful content.
• Can also extract specific and relevant answers from your enterprise unstructured contents.
• Integrate with your email and internal communication channels and respond with human like responses.
• Our solution will infuse your self-service desk with more dynamic and personalized interactions with your customers.
• Can understand your customers’ intent, sentiment and emotions and provide response based on that.

Benefits and Business Value

Adding Conversational AI and Generative AI to your classic Chatbots solution will enable your business to achieve:

• Increase Customer NPS
• Reduce Operational Cost
• Personalized and Dynamic User Experience
• Improved User Experience
• Error Free and Quicker Problem Resolution
• Decrease Human Agent Turn Over Rate
• Improve First Call Resolution Rate and Average Call Handling Time

Applicable Areas for Conversational AI

There are 3 main areas Conversational and Generative AI can help organizations:

• AI Guided Enhanced Customer Experience Modernization
• AI Guided Employee Experience Modernization
• AI Guided Contact Center Automation – Agent Assist and Virtual Agents

Challenges in Building a Conversational AI System

Despite the significant advances in conversational AI, there are still several obstacles that must be overcome to improve its efficiency and usability. The foremost challenge lies in developing systems that can accurately decipher and interpret the subtle intricacies and variance of human interaction, such as sarcasm, irony, and humor.

Another challenge in building conversational systems is ensuring that the AI can adapt to different users and contexts. In industries such as healthcare, banking, and financial services, users often ask complex queries that require the system to maintain context and demonstrate deep domain understanding.

The biggest challenge with conversational AI, particularly when using generative AI, is ensuring security, data privacy, and ethical considerations. Since these systems rely on vast amounts of historical data to be trained in a specific domain, it’s crucial to implement proper data privacy and security measures with effective governance mechanisms. It’s essential to prioritize compliance with privacy regulations such as GDPR, CCPA, and other data protection requirements when building a conversational AI system.

Demo 1: Enhance Productivity and Experience for an Internal Employee (Inquiry Agent)
Demo 2: Enhance User Experience for a Customer
Demo 3: Enhance Productivity and Experience for an Internal Employee (Corporate recruiter)

Request a demo from Prolifics experts, to know more about how we are helping our customers with augmenting conversational ai with generative ai and build a seamless experience for external customers and internal employee experience.