How do conversational assistants become part of the customer relationship?

Am I talking to a robot?!

What may have once been surprising, or even offensive, has now become commonplace... Chatbots have become the essential partners of brands to help consumers order a product, solve a problem, or simply provide information; and this 7 days a week - 24 hours a day. Let's see how - and to what extent - bots have become part of our customer experience...

From Eliza to conversational assistants

If they are now capable of simulating a conversation using natural language, chatbots have an ancestor, less efficient, of course, but of a very respectable age! Eliza, the first conversational assistant, was invented in 1966 in the United States by a professor at the Massachusetts Institute of Technology (MIT). She simply rephrased what she heard.
A little more talkative, virtual agents then appeared on websites in the form of avatars. They were in charge of filling in non-personalised contact forms or delivering very simple information.
Having arrived in the age of artificial intelligence, chatbots are now truly revolutionising customer relations: they are becoming capable of improving themselves as they interact, thanks to the functionalities of "learning machines".
And offering yourself a conversational assistant Messenger platform, for example, the Facebook platform that allows developers to create their own assistant!
According to the newspaper Le Monde Informatiquethe chatbot market will be worth 994 million dollars by 2024.

But what do they really do?

  • A personalised customer relationship... A key element of an optimised customer journey, in these times of hyper consumption and hyper connection, the personalisation of the customer relationship is a way for brands to stand out from the crowd. Conversational agents offer this opportunity! They can, for example, memorise your habits or preferences, and thus offer the services and products best suited to your needs. They understand and anticipate your expectations!
  • They are the repository of a brand's universe... Beyond simply delivering information, chatbots contribute to creating and developing the universe of brands in order to federate the communities they target.
    Thus, conversational agents will be configured to adopt specific lexical fields: humour, a friendly tone, technical language... Nothing is left to chance, the chatbot is truly staged. It becomes an integral part of the brand it represents and is the repository of its values and identity.

Increase your customer relations in a sustainable way with ViaSpeech!

This desire to place conversational AI at the service of customer relations has manifested itself at ViaDialog through the development of ViaSpeech

ViaSpeech offers a complete solution for the automation of the customer journey in natural language thanks to assistants that can be integrated into your voice servers.

For more information, our teams are at your disposal for advisor !

Update of the article: 09 December 2021

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