Are You A Conversational Enterprise, Yet?
Building a Conversational Enterprise that harnesses this technology to become genuinely intuitive and agile is the logical next step
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Imagine if all the interactions with your company whether business-to-customer, business-to-business or employee-to-employee took place at the speed of an ‘Ask’.
If time-sensitive tasks within your organisation were done using automated conversations that were independent of human input.
How powerful would your enterprise be if it operated seamlessly at the intersection of people, knowledge, and processes using automated conversations at scale?
That’s the promise that comes with becoming a Conversational Enterprise.
What is a Conversational Enterprise?
Enterprises are complex and diverse entities made up of an array of people, processes, functions, capabilities and cultures. All these operate within a set of protocols creating an intricate network of relationships and interactions. This complexity makes the organizations appear impersonal, unresponsive and siloed. It is time organizations addressed this concern using Conversational AI.
Conversational Enterprises provide personalized, simultaneous, contextual and automated conversations with all their stakeholders across business processes, time zones and geographies.
This creates a sort of neural conversational mesh around the organization which it can tap into in real time and transform the way the business is run and scaled.
We call these organisations — Conversational Enterprises
Driving customer centricity, operational efficiency and revenue growth through Conversational AI is the cornerstone of a Conversational Enterprise.
Qualities of Conversational Enterprises
Global Real-Time Access.
Conversational Enterprises integrate their customer facing as well as internally focused systems with Conversational AI platforms. This allows their employees and customers real-time access to any information or transaction from any corner of the globe through automated conversations.
Always on. Always Evolving.
Conversational Enterprises provide their users with intelligent assistants that never sleep, tire or take a day off. Conversational Enterprises use deep learning to continuously grow and evolve with every interaction, ensuring the conversations they have are contextually accurate and relevant.
Personalised to the User’s Preference.
Conversational Enterprises use intelligent assistants to create personalised customer experiences at scale. Deployed across an array of devices and channels these experiences keep in mind the user’s preference. Every automated response gets tailored to a user’s feedback, personal choice and interaction history.
Taking self-service to the next level, Conversational Enterprises fulfil all transactions using natural language interaction. These interactions build on customer behaviour, previous interactions, query resolutions, personal preferences, buying habits in providing a great transactional experience. This allows Conversational Enterprises to cross-sell & upsell effectively and ensure immediate fulfilment for customers.
By providing all their stakeholders spontaneously blended informational and transactional experiences through contextual, intelligent interactions, Conversational Enterprises ensure every interaction is a memorable and delightful one.
Why Become a Conversational Enterprise?
The customer is not a number in your CRM. They are people with hearts, minds and spirits even with their increasing digital presence. Customer centricity is about creating value at the intersection of rising expectations, needs and wants and be contextually relevant throughout customer lifecycle while providing superior customer experience. This philosophy is the essence of a Conversational Enterprise.
Conversational Enterprises have the uncanny ability to look into every single interaction with every customer at every touchpoint and provide a memorable experience. Meaningful customer insights derived at scale gives them the power to anticipate customer needs even before the customer asks for it.
By continually providing contextual and predictive customer engagement Conversational Enterprises garner loyal fans who champion their brand and increase their sales through word-of-mouth.
Conversational Enterprises remove the drudgery of repetitive tasks and automate manual processes across the organization using Conversational AI. They integrate a range of workflows and connect different business groups around the organization.
By embedding intelligent assistants into their front-end and back-end systems, Conversational Enterprises have their systems break out of their silos and begin “talking” to each other. They evaluate millions of possibilities and find the best possible solution in a given scenario using machine learning techniques and streamline processes to operate at peak efficiency.
Conversational Enterprises also can free up their employees from performing manual, repetitive tasks and use them for more important, critical and creative tasks such as growth or product development, thereby creating a motivated workforce.
Conversational Enterprises drive revenue by using text and voice interfaces to simplify customer interactions and user intelligent assistants to deliver human-like customer engagement round-the-clock.
But superior customer engagement and customer service are not the only ways Conversational Enterprises grow their bottom line. They understand that the real value Conversational AI brings in discovering the motivations of their customers by interpreting the conversational data collected.
These insights lead to tailored offerings and better products and services over time. When coupled with greater operational efficiency, it comes as no surprise that these organisations of the future are primed for growth and success.
Several businesses have already started experimenting with conversational interfaces. Building a Conversational Enterprise that harnesses this technology to become genuinely intuitive and agile is the logical next step.
To break away from your competition will mean transitioning into this new way of doing business as early as possible.
So ask yourself, are you a Conversational Enterprise yet?
Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house. Unless otherwise noted, the author is writing in his/her personal capacity. They are not intended and should not be thought to represent official ideas, attitudes, or policies of any agency or institution.