5 Golden Rules for Successful Conversation AI Application

5 Golden Rules for Successful Conversation AI Application How to Get Started with Conversational AI In the fourth post in our series, we'll look at the key points to ensure a positive outcome on your conversational AI journey. We recently covered this topic in a webinar provided by Darren Ford's VP of Global Customer Services, and below is a partial transcript highlighting the 5 Golden Rules for his success. If you'd rather listen to the webinar, including examples of how these golden rules are applied in real-world implementations, you can watch the replay here.

1. Prioritize the business case If you can’t tell the business case and value you want to achieve from a conversational AI application, don’t start the project. Or at the very least, be transparent with a partner or third party supplier and work with them to help define the value you expect to achieve.

The idea is to use it as a lighthouse to guide you towards business success and help you make design decisions to implement the right technology. Prioritizing the business case can help you focus on the right goals when entering the unknown.

By knowing what features you need to develop to achieve the desired result, you can design the execution by focusing on any business constraints, such as time or budget.

Whether it's a concept, pilot or proof of a finished production project, it is important to meet these goals before moving on to other stages of the project.

Otherwise, you may be distracted by the cool features that are not needed to achieve your goals and make the final application equal.

2. Consider the user experience Customer experience can physically affect the solution's adoption rate, revisit rate and net promoter score or customer satisfaction. You can have excellent communication and consolidate data to provide personalized and relevant answers, but you will not get great results if the user experience is not what it needs.

To achieve this, many factors are put into effect.

It needs to sound like a human being. But don't pretend to be one. People expect digital employees to have intelligence, memory, context, and even engage in small talk. However, bypassing the chatbot as a real human being, the end-user may end up distrusting your solution.

Be very clear about the state of knowledge of your application. To meet expectations, you must set them correctly. If a user fails to achieve the results they need and needs to find another channel to solve their problem, they return to the conversation app. They go back to an alternative channel that served them better.

For this reason, make sure the user understands the potential of your Intelligent Virtual Assistant, and provide appropriate links for information beyond the chatbot on the customer journey. Don’t waste user time. Take advantage of data and integration to be more efficient than traditional channels, and give customers an experience they couldn't otherwise afford.

Stay in the brand. Strive to make the voice tone right for your corporate identity.

Focus on the character yourself need for your chatbot. Is it ridiculous, sassy, formal or formal? Internal adoption with additional areas or business units will be much easier for you in the next steps by staying in the brand and adhering to the company's identity. This makes it easy to achieve the ubiquitous expansion of your application, which allows for greater return on investment.

Use the intelligence, context, and understanding of the AI services platform to drive an effective user interface. Keep it simple using text where it works best.

Make it great using other media, such as video, only where it makes sense.

Consider that the user experience differs across different channels and devices, and the user gets the right experience.

It looks great. It should attract the consumer and meet modern design practices and expectations. This may mean including channels like Facebook Messenger or WeChat that are sometimes out of your sight.

Finally, make sure you decide at the end of the journey so that customers do not depart and try to ask the same thing on another channel. If you are building a pilot, cover a certain part of the user journey from beginning to end. Focus on a business or a particular area with an expansion strategy to expand knowledge.

Starting with a narrow domain and going deeper into a resolution is better than

a wide and shallow distribution, which often forces the user to go through a different channel.

3. Select Scalable Platform If you are entering a new domain or channel, you may not be able to fully describe all the features you want at the beginning. Choosing a scalable platform gives you options to move forward.

Think big. Start small.

Think about what you want to achieve with this new technology, but start with a small project to see the results and measure success before deciding the next step. But to take the next step and get your initial investment, you need a scalable platform.

For example, you may have built the app in one language, but you are a global company that wants to deploy it in other languages. How simple is that to get behind the finance you already made in communication streams and integration, including the voice of voice and branding, and reuse it in a different language?

Does the speech development platform support the languages you need? Most platforms claim that they cover multiple languages, but often that means building something new for everyone.

How many objectives can the platform serve? Think about what the user wants to achieve. Different conversational AI platforms perform different numbers of objectives with different algorithms to work with those objectives. The pilot may have only 10 or 20 proofs on the concept, which makes it easy for the application

to learn those concepts with machine learning. What happens when there are hundreds of ideas across multiple business segments, languages and regions?

Some API driven machine learning solutions can handle tens of thousands of purposes at a time today. A few other enterprise-focused platforms can deal with hundreds of objectives, but often there is a halt to the number of intentions, requiring multiple solutions to be built to deal with organizations. However, it can be difficult to maintain those objectives only on a machine learning basis, because every time you apply new training data, awareness makes it difficult for the app to be accurate with its response. This is one reason to take the Tenio hybrid approach using language and machine learning techniques.

Can you apply your data and vocabulary in conversation streams and how quick and easy it is to do? You want the customer to personalize the product, such as naming rooms in a smart home.

In addition to using conversation parts in multiple conversations, can you reuse them and the logic of communication across different channels? In other words, how easy is it to tell an application built for a website and use it on Google Home, Alexa or Facebook Messenger?

As the app grows beyond various programs and regions and is increasingly being developed by different teams, does the conversation platform support collaborative activities, including the reuse of conversation components built by other teams? Other company features include rollback, versioning, and the ability to lock records on specific topics as they develop.

We often recommend proof of concept running as a third-party hosted SAS based solutions such as a partner or software provider, so you can speed up and see those proof points. However, in the future, you may want to settle your own data center at home for security, privacy or data integration reasons. Some conversational AI development platforms can offer self-hosted options, so it's important to check beforehand whether this is an important requirement for your business.

Finally, as with problems with multiple motives, you should be very sure where you need to be. That could be for legally compliant reasons, such as providing financial advice. The challenge with narrow knowledge and yet to be so sure is that you cannot use machine learning. You need language rules or conditioning to ensure an accurate answer in a narrow field.

To teach the machine learning platform "What's the weather like in Barcelona?"

Or "say me a crack", is quite easy. It does not require much data and is easy to quote.

However, "You canceled my flight. Can I get a refund?" Or "I canceled my flight, can I receive a return?" These are very different conversations and machine learning alone systems do not understand the subtle difference.

If you see that a certain response is being given in some cases, you need to make sure that the conversational AI platform can deliver it.

4. Never compromise customer data

First-person conversation data is very valuable to the business. You may have hundreds of thousands of calls to your call center every day, however, it is not as easy to access, tag, analyze and interpret that data as with conversational AI data.

Information collected from you Consumer conversations is like gold dust.

However, it is also very dangerous. You need to look after your customers' data and privacy. You cannot compromise that data, because you will instantly lose the trust of your customers.

Enterprises should consider their options. Your application may provide very general information and there is no chance of data misuse. Or it could be a banking app and you need to worry about the data you collect.

You can anonymize or nickname conversational data. You can replace identifiable data with placeholders such as customer_mail_address, so you can still understand the purpose of analytics, but don't know customer identity.

On the other hand, you may need a significant amount of data as you conduct the transaction. In this case, you may want to encrypt that data over the Internet and before sending it to your systems.

Before a conversational AI application can be built, a company must consider the various conditions under which it collects information to ensure that users can use the data without compromising their privacy.

5. Recognize that live streaming is not the last resort

You have a clear idea of the business value you want to achieve now by following the above processes and you know the things you want to measure.

You’ve got an amazing and complete customer journey. You have already reduced the number of calls coming into the contact center and you have a goldmine of customer data by knowing what your customers are saying.

You have a 24/7 sleepless, intelligent virtual assistant running in multiple languages and multiple channels. Congratulations! You are just getting started.

But the solution can be learned. This is just the beginning of the value you can get. This can ever do better and increase customer satisfaction.

All this information is at your fingertips whether you are in a positive or negative conversation. You know what people are asking and what they want. But you also know what they don’t get, so you can enhance, enhance and expand knowledge to make the experience even better.

It is important to make regulations to provide continuous and continuous improvement to the system. This does not require much time. Much of the process can be automated by machine learning or reporting directly on corporate dashboards.

At the same time, the need for KPI reporting to be in place and the use of traditional measurement techniques that the company already uses, such as rates of first call resolutions.

By continuing to learn and improve the conversational AI app, you will increase the value of the entire solution.

P.VenkatVajradhar

Marketing Team,SEO Executive USM SYSTEMS 8-2-293/82/A/270E, Road No – 10, Jubilee Hills, Hyderabad-500034