How to get more out of your Conversational AI

Conversational AI, simply put, is 'machine learning technology' with NLP (Natural Language Processing) capabilities, that allow machines to understand and respond to human language in a way that just comes across as more human.

They can be fuelled by an efficient army of conversational 24/7 chatbots, virtual on-the-go assistants, agents within any AI ecosystem that can chat, engage and respond. Making every one of your customer transactions behind every conversation, dynamic and successful in its own way. If done well, it can be a winning edge with Synapse, more of which is covered in our blog on how you can retain your customers while adding value to your business messaging.

Here's a quick checklist of the core essentials of what you would need to set-up for an efficient conversational AI ecosystem when interacting with your clients:

Know your User Persona: Whether you're conversing with a tech millennial in need of something specific or a busy parent.
Design 'human paths that feel human': To keep conversations flowing smoothly, design your dialogue paths to mimic natural human interactions, and which feels intuitive.
Gather feedback and insights: Did you get proper feedback from that customer who didn't prefer the flavour of the pizza you ordered last night?
Tap into Contextual Awareness: By remembering past conversations and user preferences, your predictive conversational AI module can serve up responses customised to your customer's most key preferences. It uses intuitive logic in its tailored conversations. For example, you won't be asked about your favorite pizza flavours if it knows that you're sticking to a strict diet for health reasons.
Tap into Personalization: The last thing your customer needs is to feel like another number in the conversation. Personalization is really key to keeping engagement levels high from referring to your customer by name, or past experiences. It's the emotional connect you can make tapping into the data of past interactions with your customer.
Use Rich media: You can make your conversations go beyond just mere text. Images, videos and GIFs can add more depth to your conversations and spark greater engagement.
Do your testing: Keeping your pulse on the sure-fire metrics of really relevant and engaging conversations like user retention, conversation length, and response rates can help you bond better with your customers. When you start seeing indicators like drop-offs during chats while encountering a specific issue, it lets you take note of those moments while helping you tweak your AI's responses with less friction and more smoother and relevant interactions
Constant conversation refinement: Optimization is a key driver when it comes to connecting with your customers. A/B chat testing helps you arrive at how your customers would respond to your chatbot in terms of tone and language nuance. Yes, there's even a subtle difference between a casual “Hey there!” to the more formal “Greetings”. It stems from understanding your customer persona well enough, by sending out different versions of your AI messaging formats by tracking your user interactions and feedback.
Security is everything: Your customers will look into how transparent you are in your dealings and more importantly, if you have a reputation of trust. So it's important to ensure your conversational AI complies with privacy regulations like GDPR or CCPA. It sends out a message that you can be a trusted provider right at the start.

Here are 6 key features from Synapse by Vectramind Communications, your complete WhatsApp Business Applications conversational partner, the proven and trusted messaging platform with a legacy of 19 successful years.

# 1: Employ Smarter, Faster Conversational Agents with Conversation Assignments

The last thing you need is to keep your customer waiting during conversations ☹

The second last thing? Failing to personally engage with them.

Is it any wonder that hyper-personalization needs hyper-speed more than ever today?

You won't need to get hyper though.

As your trusted messaging platform, Synapse employs faster conversational agents that help with:

Reducing waiting times through faster response to customer queries
Delivering the right answers within the right context in conversations
Enhancing relevant and personalised engagement and interactions
Dedicated agents who handle enquiries 24/7
Handling bulk volumes of customer queries
Saving costs on routine tasks through automation
Scaling and growing your base of customers

# 2: Choose smoother workflows with Custom Workflows & Triggers.

Double up your messaging efficiency while enhancing your customer experience!

Made possible with Custom Workflows and Triggers from Synapse that let you benefit from:

Improved cost savings
Faster processing time
Elimination of manual errors
Minimizing inconsistencies in operations
Personalized customer engagement

# 3: Secure seamless chats with Real-time Chat Management.

Looking to improve your customer retention while increasing conversions in your customer messaging ecosystem?

Our Real-time Chat Management feature from Synapse is designed to help you:

Enable faster responses to customer queries
Reach out proactively to customers in spotting issues before they escalate
Enhance personalised engagement through live chats
Generate repeat customer business through positive sentiment via live chats
Handle bulk volumes of customer queries
Saving costs on routine tasks through automation
Reduce Cart Abandonment: guide your customers from purchasing process to checkout
Foster greater collaboration among sales teams
Reduce duplication of efforts

# 4: Benefit from multiple agents on a single number with Multi-user Support.

Now you can integrate your business with our conversational platform, allowing multiple agents to access and manage conversations from one single number.

Enabling you to:

Handle a larger customer volume base
Speed up response times
Optimize and distribute workloads efficiently

# 5: Track your campaign performance with Performance Analytics.

Are you measuring your returns on investment when conducting your messaging campaigns?

Just how well do you know your customers?

Is your messaging resonating with your intended audience? Or is it just a wild guess?

Our Performance Analytics feature allows you the flexibility to tap into data-driven insights into your campaign performance. This allows you to optimize your resources and budget, helping you gain improved ROIs and savings!

Here's how you benefit:

You understand the preferences and buying patterns of your customer
Enabling you to target them with customized messaging, better engagement, eventually leading to conversions
You can retarget users who would have abandoned their shopping cart, midway during their shopping journey
Customer patterns help you to know which campaigns are the ones that are hits and misses
Allowing you to allocate the right budgets for the ones that work while tweaking your campaign messaging on the ones that didn't work
Real-time updates allow you to make quick, live adjustments and optimizations
The biggest benefit? Over time, you gain a full database of loyal and acquired customers through your campaigns
Allowing you to develop your invaluable database of customers in Customer Relationship Management (CRM)

# 6: Save your precious business time with a Unified Omnichannel Inbox.

Are you aware that right now, you would be wasting up to 25% of your precious business hours just switching between apps?

Let's break that down: it works out to 2 full business hours spent rushing between platforms and channels across an average worktime of 8 hours!

With a Unified Omnichannel Inbox from Synapse, you save up to extra 10 hours every week that lets you respond and close deals faster while earning quality me-time as well!

A unified inbox pulls all your conversations across every channel into one clean, organized place.

Here's how you benefit:

All your content and data from multi-platforms and channels are in one place, so you can sort by person instead of platform. It helps you organize and create folders that work across all message types.
There's no duplication of efforts within your team as everyone is aware of what their team members are busy with.
When your team uses separate inboxes, nobody knows who's doing what and your leads end up failing.
Every client uses a different channel from texting to emails. An unified inbox allows you to meet them wherever they are. You're everywhere at once without being lost.
You create a single workflow with just one place to focus on. So there's no mental clutter.
Having a unified inbox lets you have your customer's complete conversation history regardless of channel. So you don't have to ask for information you're your customer has already provided earlier in another channel. Studies show that customer satisfaction increases by 30% with this kind of practice.
You can optimize and make informed decisions better with a unified inbox that gives you a solid pipeline of customer patterns at a glance covering:
- The best channels your best leads respond to.
- The right time of day for key messages.
- The best team handling the larger number of conversations.

Read all about how Synapse has been applying these fundamentals in our blog that covers 3 success stories.

Visit our Synapse page to know more on: https://lnkd.in/dhmbRSiw