4 minute read
By Shannon Senecal
Posted in Customer Engagement
As we enter the new year, strengthening conversational AI and self-service initiatives is a primary goal for many businesses.
According to Silicon Angle, there’s been a “360 percent increase in virtual agent conversations since March.” With the ability to empower customers to self-serve, drive revenue, and stabilize operations, it’s no wonder why advancing enterprise chatbot and self-service initiatives are top goals.
One important thing to remember, though, as the famed quote by Antoine de Saint-Exupéry relays, “A goal without a plan is just a wish.”
As we head into 2021, we know that you’re setting goals for your company. One of those goals is likely focused on your conversational AI initiatives, which is why you first need a solid plan. You don’t want to head into the wilderness of the AI world without a clear idea of where you are and where you’re heading. Your enterprise should know how automation will best benefit its bottom line, employee productivity, and, of course, the customer experience.
Verint AI Blueprint, which was named the Customer Contact Week Solution of the Year, is a conversation analysis system that offers a roadmap to long-term, scalable self-service and allows you to accelerate ROI. It’s a simple but powerful approach to planning to help you improve your conversational AI journey—whether you’re just beginning or have already started. We realize that your customer conversations contain powerful insights—Verint AI Blueprint harnesses that power into a plan.
If you’re considering leveraging chatbots in the new year, here are five ways that Verint AI Blueprint can help improve your conversational AI and self-service experiences.
If you don’t know where to start with enterprise-grade intelligent virtual assistants, Verint AI Blueprint provides a roadmap for ongoing success. With a detailed data analysis that reveals areas of automation with high ROI potential, as well as information about user behavior, customer pain points and more, you’re sure to start your chatbot initiative on the right footing.
At Verint, we have a long track record of helping enterprises worldwide deploy personalized, secure, successful self-service. From our experience, we’ve seen what makes for a successful conversational AI launch, and what doesn’t.
With your Verint AI Blueprint roadmap in hand, our team of experts is with you on your AI journey to guide you every step of the way. And if you’ve already invested in an enterprise chatbot, you can still use Verint AI Blueprint to improve functionality and deliver better business value.
With ambitious goals and growing competition, it’s more important than ever for businesses to generate greater returns and streamline operations.
Verint AI Blueprint not only helps you improve experiences but also makes the most of your business data. The analysis helps to identify new areas of opportunity to streamline or pursue that you may not have otherwise considered, and that’s invaluable.
For example, by analyzing customer interactions for an internet provider, our machine learning technology may show that there’s a high number of people in a specific part of town asking if you serve their area. Your company can then act upon this finding and extend service to that neighborhood, knowing that there’s already demand.
According to an International Data Corporation survey of 2,473 global organizations that are already using AI solutions, a quarter of those surveyed reported up to a 50 percent failure rate.
Although not all of these AI solutions involve chatbot initiatives, this failure rate may intimidate decision-makers in your company from implementing conversational AI or expanding existing chatbot and automation initiatives. No one wants to tie up their internal teams for months and make a financial investment in something that never gets off the ground.
We realize that any investment in technology can seem like a risk, but the right planning and assessment can help benefit you the most in the long term. Verint AI Blueprint can help you get off on the right foot, focusing on continuous improvement and growth over time.
When Verint sets out to build your intelligent virtual assistant, we start by getting to know your business goals and by better understanding your customers.
One of the best ways to get to know your customers is by listening to and examining what your customers have to say. To help, we use Verint AI Blueprint’s machine learning to analyze current conversations your customers and employees are having with your business and unlock the power of your business data.
With Verint AI Blueprint, you get data-driven recommendations on how you can be most successful by identifying and validating the top chatbot use cases and measurable KPIs.
There’s truth to the adage that time is money, especially when it comes to taking a chatbot live. The longer it takes to launch your conversational AI solution, the more you may spend on live agents fielding routine queries that could be handled by your chatbot.
Verint AI Blueprint’s innovative approach and methodology identify top areas of chatbot automation that takes work off your teams’ plate so they can focus on other tasks, which can save you money and staffing in the long run.
And if you’re stuck trying to take your enterprise chatbot live or looking to shift your strategy, Verint AI Blueprint can help you create the right approach toward a successful deployment.
As we look back at 2020 and into 2021, conversational AI and self-service technologies are more relevant than ever. Beyond helping to handle customer care and providing quick, personalized interactions, the technology offers enterprises stability in these ever-changing times. If your goal is to strengthen your conversational AI, automation and self-service initiatives in 2021, reach out to us. We’d love to help.
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