Don’t let these mistakes prevent you from leading a successful, enterprise-grade Conversational AI project.
By now, companies across various industries and around the world have either deployed or plan to deploy Conversational AI for a wide range of use cases. Digital agents powered by this technology are enhancing IVR systems within call centers, resolving employee service desk requests, serving customers via SMS and webchat, and much more.
If your company is amongst those yet to deploy Conversational AI, you may feel the need to act fast in order to keep up with competitors – but don’t let the fear of falling behind push your development team to rush into a deployment. Although Conversational AI drives tremendous value for today’s enterprises, it is vital that organizations avoid several common pitfalls to ensure a successful deployment.
Continue reading to learn about three critical errors to avoid when deploying Conversational AI, and the steps your organization should take to ensure positive business outcomes.
Pitfall No. 1: Trying to Solve Every Business Challenge at Once With Conversational AI
Conversational AI can address and resolve a variety of business challenges; however, this doesn’t mean your deployment needs to address every challenge right away. In fact, pursuing multiple use cases across various business units can pull focus from your most critical challenges and delay deployment.
Instead, prioritize high-value and high-impact use cases first. For example, if your call center agents are overworked, overwhelmed and leaving customers on hold for an average of 5 minutes or more, focus first on deploying Conversational AI to offload high-volume, repetitive requests from your staff. Doing so will drastically reduce wait times and allow employees to focus on more complex requests.
After this initial use case is up and running, you can work on expanding Conversational AI throughout your organization, such as within a chat window on your website or as an internal IT service desk agent.
Pitfall No. 2: Losing Sight of Customer Experience When Deploying Your Conversational AI Platform
When deploying enterprise Conversational AI for the first time, teams can get caught up in discussions about how the technology drives labor and cost savings, causing some organizations to lose sight of their customers’ best interests. This is a critical error since positive customer experiences are vital to successful Conversational AI deployments. Avoiding the following mistakes can help your organization drive positive customer interactions with your digital agent.
First, don’t let your Conversational AI deployment restrict your customer service channels. Although chat-based channels are growing in popularity, most customers still prefer to call when they need immediate help. As such, you should ensure that your Conversational AI platform delivers reliable, personalized support across all customer service channels.
Second, don’t force customers to talk with your digital agent. Instead, integrate your Conversational AI platform within your existing customer service operation, making it easy for the digital agent to transfer conversations to human agents for a stress-free and seamless customer experience.
Finally, don’t automate for the sake of automation. Most customers don’t care if a process is automated, but they do care if a process is done quickly and correctly. Instead of deploying Conversational AI to act as a simple FAQ chatbot, truly delight your customers by training your Conversational AI platform to complete high-volume customer requests all on its own.
Pitfall No. 3: Deploying Conversational AI and Forgetting About It
Unlike chatbots and IVR systems, Conversational AI learns from and analyzes every customer interaction, giving companies invaluable insight into customer needs and areas of improvement. Therefore, another major pitfall to avoid when deploying Conversational AI is setting it and forgetting it, as doing so means missing out on copious amounts of untapped insight that, if leveraged, would help your company derive even more value from your deployment.
As such, it is important to establish a process for regularly reviewing, analyzing and updating your Conversational AI platform. Fortunately, this process is made significantly easier with the market-leading Conversational AI platform from Amelia, the enterprise leader in Trusted AI. With Amelia Conversational AI, companies benefit from Amelia’s Continuous Improvements Dashboard, which enables Amelia to automatically analyze interactions and processes, and provide recommendations for improvements.
Conversational AI is out of its “early-years” and is now a well-established enterprise technology. As your company begins its own AI journey, be sure to leverage the abovementioned insights from companies that have already deployed Conversational AI, so that you can avoid deployment pitfalls and experience only the best of what this transformational technology has to offer.