Conversational AI is changing the way companies interact and engage with their customers. Any business day typically is composed of interactions between an enterprise and its customers. Companies are rethinking how they communicate with people and organize the entire business around the delivery of exceptional experiences.

Why do conversations matter?

Conversations can have tremendous value, but only a few are strategic or “high business value” conversations, which means that the majority are routine or repetitive. Our conversational messaging platform offers an opportunity to automate and optimize such interactions and experiences.

“By 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.”  – Gartner

Before strategizing to blend people and technology to enable conversations that deliver real business value, an enterprise must understand

What is Conversational AI?

From a business perspective, Conversational AI is a technology that enables customers and bots to communicate clearly and effectively through speech or text. Conversational AI works by recognizing users’ speech or text patterns, predicting their intent, and responding with an adaptive, automated script, striving to deliver truly human-like interactions. According to Accenture, The size of the global conversational AI market in 2020 was $5 Billion, which is expected to grow to $13.9 Billion by 2025 at a CAGR of 21.9%.

The key technology trend that seems to be making this growth possible is

The proliferation of messaging platforms (for example, WhatsApp, Telegram, Facebook Messenger, Instagram, and more) creates myriad opportunities for businesses to interact with people through well-designed chatbots. Messaging platforms are becoming so intertwined in our lives that the four largest messaging platforms have more active users than the four largest social media platforms (4.1 billion versus 3.4 billion).

Why invest in Conversational AI?

With Twixor Actionable Instant Messaging, orchestrate competitively differentiated customer experience.

There has been a tectonic shift in customer engagements. Every time a customer interacts with a brand, they bring a purpose, problem, need, or question. They also come with expectations on how quickly or easily a solution is realized. How will you deliver experiences that respond to customers’ new, often unmet and frequently changing needs—and enable them to achieve their desired outcomes.

By applying conversational AI, NLP and ML to understand the intricacies of human speech, language and emotions, businesses can offer a more positive, personalized experience than their competitors. Furthermore, these solutions scale seamlessly, allowing for easy, enterprise-wide implementations.

Chatbots have several potential benefits over traditional UIs. First, they can simplify applications for users. For example, rather than navigating through an interface or website to find information, users can just say or type what they want. Users can also compress multi-step tasks into a single command, such as, “Get my list of open opportunities this quarter, and send it to Janet.” Second, the conversational UIs that chatbots offer may require little to no training, given that they understand and can interpret natural language and translate it into actions. Third, users can leverage chatbots to operate several business applications at once. For example, users can invoke multiple chatbot actions in conversation with team members at the same time.

This gives rise to powerful Intelligent Process Automation opportunities, where chatbots trigger actions and orchestrate processes across a range of applications through the course of dialogue in natural language.

The business impacts can include reducing costs by increasing self-service, improving end-user experience and satisfaction, delivering relevant information faster, and increasing compliance with internal procedures.

How Twixor helps enable businesses to deliver the right CX?

Current versions of chatbots can be inefficient and frustrating to use, besides being confined to answering simple queries that follow a set pattern. But what if a chatbot could help you perform more complex, multistep tasks such as notify you on updated timings, book your hotel room on arrival, reschedule your delivery, enable an end-to-end shopping experience within a single window.

Twixors’ AI-driven Chatbots can integrate with back-end systems to aggregate what a company knows about a customer (e.g., products, usage, error messages) and proactively diagnose problems.  Further, a chatbot can consume volumes of service records to guide a customer in troubleshooting a product.

The Twixor platform effectively realizes the basic three Ts of construction of conversational chatbots- Training, Tuning, and Testing. This way we tune it for human interactions, making conversation flow naturally.

With Twixor,

  • Intelligent Process Automation

Augment Intelligence that speeds up efficiency and innovation

  • NLP Powered

Understand, process, and respond to complex requests in natural language

  • Intent-Driven

Handle non-linear conversations and understand the context

  • No-Code Platform

build AI solutions with no code

  • Hyperpersonalization

With uniquely designed Rich-Cards, intuitive visualization of Real-time Data

  • Omnichannel

Manage conversations across channels

  • Exceptionally Easy-to-use UI

Proactively assist agents to drive efficient customer outcomes

  • Customer Analytics

Glean insights and build better models with conversational data

  • Seamless Integration

Integrate with back-end enterprise systems for workflow execution

The Twixor Impact

Twixor thereby empowers organizations to

  • Optimize Customer Experience by offering personalized experience by collecting and analysing historical customer data and extracting valuable insights from it. Build detailed customer personas, including likes, dislikes and other personal preferences by detecting patterns, trends and behavioural cues from customers’ speech.
  • Drive Marketing and sales efforts by better understanding the buyer profile, their social media preferences, role, etc. and offer relevant content that’s tailored to their personality and properly timed to drive conversion.
  • Automate multiple processes and drastically reduce contact center operational costs and even errors associated with manual data entry.
  • Augment agent capabilities by empowering them to be more efficient and effective. This is achieved by actionable insights, automated knowledge bases, alerts and notifications—all during live customer interactions. Furthermore, by recording relevant data in real-time, conversational AI can dramatically reduce time-consuming post-call work.
  • Improve decision making by offering agents a deeper understanding of customer concerns, including context and background. Guided by this information, agents can then take the next-best actions best suited for each situation.
  • Reduce response times across all channels