How do conversational assistants fit into the customer relationship?
Dec. 3, 2019
I'm talking to a robot?!
What was once surprising, or even offensive, has now become commonplace... Chatbots have become essential partners for brands, helping consumers to order a product, solve a problem, or simply provide information - 7 days a week, 24 hours a day. Let's take a look at how - and to what extent - chatbots have become part of our customer experience...
From Eliza to conversational assistants
While they are now capable of simulating a conversation using natural language, chatbots also have an ancestor, albeit less powerful, but of a very respectable age! Eliza, the first conversational assistant, was invented in 1966 in the USA 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 tasked with filling in non-personalized contact forms, or delivering very simple information.
Now in the age of artificial intelligence, chatbots are truly revolutionizing customer relations: they are becoming capable of improving as they interact, thanks to the functionalities of "learning machines".
And buying a conversational assistant is even becoming within everyone's reach with, for example, Messenger platform, Facebook's platform that allows developers to create their own assistant!
According to the newspaper Le Monde Informatiquethe chatbot market will be worth $994 million by 2024.
But what do they really do?
Personalized customer relations... A key element of an optimized customer journey, in these days of hyper-consumption and hyper-connection, personalized customer relations are a way for brands to stand out from the crowd. Conversational agents offer just such an opportunity! They can, for example, memorize your habits and preferences, and offer you the services and products best suited to your needs. They understand and anticipate your expectations!
They are the repositories of a brand's universe... Beyond simply delivering information, chatbots help to create and develop a brand's universe, in order to federate the communities they target.
Conversational agents will be parameterized to adopt specific lexical fields: humor, 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 a repository of its values and identity.
Increase your customer relations with ViaSpeech!
ViaDialog's commitment to putting conversational AI at the service of customer relations is reflected in the development of ViaSpeech.
ViaSpeech offers a complete solution for automating the natural language customer journey, with assistants that can be integrated into your voice servers.
For more information, our teams will be happy to advise you!
Last update: December 09, 2021
