Using Conversational AI to Improve Customer Experience

Customer experience should be top-of-mind for any customer-facing business in the digital age. But as consumers increasingly take their interactions with brands online (and into the chat channel), how is it possible to keep up with their demands while providing a level of satisfaction on-par with what they have come to expect from human interaction. In a recent report, Gartner predicts that as soon as 2020, 40% of users will primarily interact with new applications that support conversational UIs with AI. By 2022, it is further expected that 20% of all customer service will be handled by conversational agents. These numbers should send a shock up the spine of any product managers who are not already actively engaged in either implementing or, at the very least, considering rolling out a conversational AI strategy within the next six months.