Conversational interfaces are a growing area of focus inside of the artificial intelligence landscape. These solutions aim to make the connections between bots and people more natural. With a conversational interface, you can speak to your digital assistant, rather than sending a message, or chat naturally, rather than clicking on a specific option. What’s more, the right conversational tools can understand the unique nuances of a customer’s voice, sentiment, and intent.

For the most part, conversational interfaces have had the largest impact on the customer experience landscape. The rise of tools like intelligent IVRs that allow consumers to easily reach the agent that’s right for them is evident. We’ve also got chatbots and other tools that can help customers with self-service. However, there is scope for these tools outside of CX too.

Where Conversational Interfaces Can Go

Conversational interfaces have a lot of benefits to offer outside of the customer experience landscape. On a basic level, the purpose of the tools is to strengthen the links between humans and machines. As artificial intelligence and bots form a larger part of our everyday lives, these organic connections are becoming increasingly crucial.

With a conversational interface, an assistant in a collaborative conversation with a team member could automatically transcribe a voice or video conversation, translate a user’s voice into another language, and even record the discussion for later. Conversational interfaces in the business communication landscape can detect sentiment in a person’s voice or determine whether there are problems with voice quality in a discussion.

Perhaps even more significantly, conversational interfaces have a significant role to play in improving the productivity and efficiency of employees in teams. With a conversational interface, employees in the workplace can access information more rapidly than if they were to search on their own. All they need to do is ask the agent to give them the information from a specific time about a certain topic, and they’ll have the data instantly.

Conversational interfaces in the productivity landscape can also handle a range of other tools to support everyday employees, like creating and assigning tasks for a team, or retrieving reports. These tools can keep the schedule of an employee in a task, set reminders, offer notifications, and book rooms for meetings. The right tools can even sort through huge amounts of information rapidly to suggest trends and insights that teams need to be aware of.

More than Just a CX Tool

Although there’s no doubt that virtual assistants have a lot to offer from a CX perspective, it’s not entirely fair to look at them just from a customer experience perspective. These solutions have the power to deliver incredible results in any environment where the connection between a machine and an employee might lead to better business outcomes.

As artificial intelligence and bots become more natural parts of the everyday business operations we engage in each day, the potential of conversational interfaces will only grow.

 

 



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