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Conversational Intelligence: The Next Big Thing In Customer Experience

2 minutes 30 seconds read

Conversational AI is the technology that makes human-computer conversations emotionally intelligent, and less scripted. It allows AI-led chatbots to interact with people in a human-like manner, thereby keeping this human-computer interaction as natural as possible, yet high on its emotional quotient.

Conversational AI is trained to comprehend and engage in contextual dialogue using Natural Language Processing (NLP) and additional AI algorithms.

Conversational AI is one among a few other new-age technologies that continue to emerge on the scene including augmented intelligence, edge AI, data labeling, and explainable AI.

How Conversational AI helps with better CX? 

Conversational AI uses a combination of natural language processing (NLP), machine learning (ML), speech recognition, natural language understanding (NLU), among other language technologies to process and contextualize voice or text messages and accordingly respond with the most suitable answer. 

Through NLP, the computer can ascertain the intents and entities of the customer on the other end, while identifying statistically significant patterns that it has been trained on. This enables it to learn your business needs and get smarter with time, thus helping a more evolved customer experience. 

Why is it important to invest in Conversational AI?

Gartner had predicted that, by the year 2020, customers would manage 85% of their interactions with businesses without interacting with a human. It’s predicted that in the upcoming decade, basic automation and apps will be replaced with advanced AI technologies with an objective to improve the overall customer experience metric by proactively gauging the customer’s needs and intent and engaging on an emotional level. 

An increased amount of AR and VR innovations across industries are set to be the norm by 2025 as part of an expected customer experience offering. 

“The greatest advantage of having a conversational AI solution is the instant response rate. Answering inquiries within an hour means 7X greater probability of converting over a lead. Clients are bound to discuss a negative encounter than a positive one,” reports AnalyticsInsight.net. 

Image Courtesy: www.kore.ai

Conversational AI in Insurance 

Conversational AI is an ideal addition for service, healthcare, insurance organizations to name a few, as it helps with helping support agents streamline their work, take after-call notes in the CRM system, or complete the missing details that will help by building a seamless customer service system. The technology also helps predict or react to changing call patterns and/or any real-time guidance the agent might require. 

Additionally, customers can first engage in self-service aided by conversational intelligence to save time, improve efficiency and get the desired results sooner. While rebranding Care Health Insurance’s (erstwhile Religare) website and app, Mantra Labs deployed Hitee, their AR-based virtual support that helped with the first-level solution for the customer and in turn, led to higher New Business Conversions by a factor of 10X and an overall drop in customer queries over voice support by 20%.  

2021 Customer Support Trends Report says that inferior customer experience costs companies at least $62 billion annually. 56% of support leaders shared that their current chatbot implementations don’t carry intelligent tools in this report, and customers are increasingly demanding convenience from businesses they interact with. 

Intelligent chatbots make apps simple, and more human to use. Their USP is to create device-agnostic experiences across channels, thus becoming a key factor in driving intelligent customer experiences. 

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Enhancing digital patient experience with healthcare chatbots

5 minutes read

Chatbots are fast emerging at the forefront of user engagement across industries. In 2021, healthcare is undoubtedly being touted as one of the most important industries due to the noticeable surge in demand amid the pandemic and its subsequent waves. The Global Healthcare Chatbots Market is expected to exceed over US$ 314.63 Million by 2024 at a CAGR of 20.58%.

Chatbots are being seen as those with high potential to revolutionize healthcare. They act as the perfect support system to agents on the floor by providing the first-step resolution to the customer, in terms of understanding intent and need, boost efficiency, and also improve the accuracy of symptom detection and ailment identification, preventive care, feedback procedures, claim filing and processing and more.

At the outset of the COVID-19 pandemic, digital tools in healthcare, most commonly chatbots, rose to the forefront of healthcare solutions. Providence St. Joseph Health, Mass General Brigham, Care Health Insurance (formerly Religare), and several other notable names built and rolled out artificial intelligence-based chatbots to help with diagnostics at the first stage before a human-human virtual contact, especially while differentiating between possible COVID-19 cases and other ailments. The CDC also hosts an AI-driven chatbot on its website to help screen for coronavirus infections. Similarly, the World Health Organization (WHO) partnered with a messaging app named Ratuken Viber, to develop an interactive chatbot for accurate information about COVID-19 in multiple languages. This allowed WHO to reach up to 1 billion people located anywhere in the world, at any time of the day, in their respective native languages.

For Care Health Insurance, Mantra Labs deployed their Conversational AI Chatbot with AR-based virtual support, called Hitee, trained to converse in multiple languages. This led to 10X interactions over the previous basic chatbot; 5X more conversions through Vanilla Web Experience; Drop-in Customer Queries over Voice Support by 20% among other benefits.

Artificial Intelligence’s role in the healthcare industry has been growing strength by strength over the years. According to the global tech market advisory firm ABI Research, AI spending in the healthcare and pharmaceutical industries is expected to increase from $463 million in 2019 to more than $2 billion over the next 5 years, healthtechmagazine.net has reported. 

Speaking of key features available on a healthcare chatbot, Anonymity; Monitoring; Personalization; collecting Physical vitals (including oxygenation, heart rhythm, body temperature) via mobile sensors; monitoring patient behavior via facial recognition; Real-time interaction; and Scalability, feature top of the list. 

However, while covering the wide gamut of a healthcare bot’s capabilities, it is trained on the following factors to come in handy on a business or human-need basis. Read on: 

Remote, Virtual Consults 

Chatbots were seen surging exponentially in the year 2016, however, the year 2020 and onwards brought back the possibility of adding on to healthcare bot capabilities as people continued to stay home amid the COVID-19 pandemic and subsequent lockdowns. Chatbots work as the frontline customer support for Quick Symptom Assessment where the intent is understood and a patient’s queries are answered, including connection with an agent for follow-up service, Booking an Appointment with doctors, and more. 

Mental Health Therapy

Even though anxiety, depression, and other mental health-related disorders and their subsequent awareness have been the talk around the world, even before the pandemic hit, the pandemic year, once again could be attributed to increased use of bots to seek support or a conversation to work through their anxiety and more amid trying times. The popular apps, Woebot and Wysa, both gained popularity and recognition during the previous months as a go-to Wellness Advisor. 

An AI Wellness Advisor can also take the form of a chatbot that sends regular reminders on meal and water consumption timings, nutrition charts including requisite consultation with nutritionists, lifestyle advice, and more. 

Patient Health Monitoring via wearables 

Wearable technologies like wearable heart monitors, Bluetooth-enabled scales, glucose monitors, skin patches, shoes, belts, or maternity care trackers promise to redefine assessment of health behaviors in a non-invasive manner and helps acquire, transmit, process, and store patient data, thereby making it a breeze for clinicians to retrieve it as and when they need it.

Remote patient monitoring devices also enable patients to share updates on their vitals and their environment from the convenience and comfort of home, a feature that’s gained higher popularity amid the pandemic.

A healthcare chatbot for healthcare has the capability to check existing insurance coverage, help file claims and track the status of claims. 

What’s in store for the future of chatbots in Healthcare? 

The three main areas where healthcare chatbots can be particularly useful include timely health diagnostics, patient engagement outside medical facilities, and mental health care. 

According to Gartner, conversational AI will supersede cloud and mobile as the most important imperative for the next ten years. 

“For AI to succeed in healthcare over the long-term, consumer comfort and confidence should be front and center. Leveraging AI behind the scenes or in supporting roles could collectively ease us into understanding its value without risking alienation,” reads a May 2021 Forbes article titled, The Doctor Is In: Three Predictions For The Future Of AI In Healthcare. 

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