Customer service is one of the main factors influencing consumer satisfaction and loyalty. Therefore, Companies need to invest in solutions that make this process more efficient, agile and personalized.
One of the most innovative and promising solutions is Conversational Intelligence, which uses Artificial Intelligence to create natural and humanized dialogues between companies and their customers, through text or voice messages.
Conversational Intelligence allows companies to understand customers' needs, desires, and emotions, as well as offer appropriate and coherent responses to each situation. Conversational Intelligence also allows companies to learn from each interaction and adapt to changing context and customer behavior.
In this article, we'll show you how Conversational Intelligence can transform customer service and the benefits this technology can bring to your business. Check it out!
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What is conversational intelligence?
Conversational Intelligence is a technology that combines natural language processing (NLP) and machine learning (ML) to create systems capable of understanding and generating natural language, that is, the way humans communicate.
These systems can be applied to different platforms, such as apps, websites, social networks, virtual assistants, chatbots, among others. The goal is toprovide a more fluid, dynamic, and satisfying experience for users, who can interact with companies through natural and personalized conversations.
Conversational Intelligence differs from traditional chatbots, which follow predefined flows and have limited responses. Conversational Intelligence is capable of understanding colloquial language, regionalisms, slang, ambiguities, ironies, and users' emotions, as well as handling complex questions, subject diversions, and changes in context.
Furthermore, it can generate creative, coherent, and relevant responses for each situation, using internal and external company data. Conversational Intelligence can also start or end a conversation, ask questions or make suggestions, request information or confirmation, and more.
How can conversational intelligence transform customer service?
Conversational Intelligence can transform customer service in a variety of ways, depending on the company's objective and segment. Here are some examples:
– Fast, efficient and uninterrupted service: rresolves simple and frequently asked questions from customers, such as information about products, services, prices, payment methods, delivery times, exchange or cancellation policies, etc. This way, the company can offer 24/7 service without leaving customers waiting or dissatisfied.
– Service and offering of personalized products and services: conversational intelligence can collect data about customers during conversations, such as name, age, location, purchase history, etc.This data can be used to create customer profiles and offer products or services tailored to their needs, preferences, and characteristics. Furthermore, Conversational Intelligence can send personalized messages to customers on special dates or opportune moments, such as birthdays, promotions, launches, feedback, etc. This way, the company can increase customer loyalty, conversion, and engagement.
– Integrated and multichannel service: integrates different communication channels, such as WhatsApp, Instagram, Facebook, Telegram, among othersThis allows companies to serve customers on their preferred channel without losing the conversation's history or context. Conversational intelligence can also seamlessly and efficiently transfer support to a human agent when necessary.
– Intelligent and proactive service: Analyzes customer behavior and sentiment during conversations and takes appropriate actions to improve the customer experience. For example, Conversational intelligence can detect if a customer is dissatisfied, frustrated, or angry, and offer a solution or a discount. Conversational intelligence can also anticipate customer needs or problems and offer help or guidance before they ask for it.
How can Matrix do Brasil help you with conversational intelligence?
THE Brazilian Matrix specializes in conversational intelligence solutions for customer service. We offer a complete and integrated platform that allows you to create, manage, and monitor conversational intelligence systems in a simple and intuitive way.
With Matrix Brazil, you can:
- Create customized conversational intelligence systems for your business, using ready-made templates or creating your own conversation flows.
- Integrate your conversational intelligence systems with the main communication channels on the market, such as WhatsApp, Instagram, Facebook, Telegram, etc.
- Utilize advanced artificial intelligence capabilities such as speech recognition, speech synthesis, machine translation, sentiment analysis, etc.
- Monitor and evaluate the performance of your conversational intelligence systems, using indicators such as retention rate, customer satisfaction, average response time, etc.
- Count on the support and consultancy of a team of conversational intelligence experts.
- and much more!
If you want to transform your customer service with Conversational Intelligence, contact a Matrix consultant and learn about our solutions. Matrix do Brasil is the ideal partner to take your business to the next level.
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