All digital interfaces will soon be conversational. Why? Because customers crave convenience and they want to be understood. Conversational AI interfaces give them the ability to simply “ask and get” what they want.
Amazon and Google know this. They know Voice offers unparalleled convenience and that Conversational AI gives them the ability to understand customers and continually learn from them. And, they’re creating high expectations with Alexa and Google Assistant that brands must match in order to compete effectively in the Age of Voice
What can brands do about it? They can become conversationally fluent with voice and chat experiences that make it easy to connect with, serve, and delight consumers across all channels 24×7. At XAPPmedia, we help brands and organizations do just that. We do it across all devices and channels including smart speakers, smartphones, smart appliances, and cars; across all channels including phone, chat, social, web, and product integrations.
Ten years ago, many organizations were grappling with how to react to the rise of mobile devices. Similar discussions are taking place today about AI-enabled conversation technologies. A conversational AI strategy is about more than an Alexa skill, Google Assistant Action, or chatbot. Organizations of all sizes are recognizing that it will be critical to have conversational capabilities, consistency, and coherence across all of their customer engagement channels. How well they do this can be thought of as their conversational AI fluency.
What is Conversational AI Fluency?
Conversational fluency in a language means you can understand what is said to you, respond in a way that is understood by someone else, and continue the process until you reach a resolution or logical ending point. Organizations have historically required a person to speak on their behalf when a conversation with a customer was required. Conversational AI technologies are changing this dynamic.
AI-based experiences manifested through voice or chat can now engage consumers in conversations and can reach a resolution without the need for a human to intervene. The expectations among consumers are not for human-level conversation, but instead for the ability to understand, respond, and repeat the process as needed with an option to switch to a human when necessary.
Some organizations are working on offering conversational AI fluency in a particular communication channel such as a voice app, contact center, or website chatbot. Those efforts reflect progress, but true conversational AI fluency requires these capabilities to be present across channels and offer a consistent user experience. We expect humans to be conversant in email communication as well as being able to speak across the dinner table and manage a phone call. Conversational AI strategies need to consider the variety of touchpoints organizations have with customers and how they can provide a consistent experience across those communication channels.
How Do You Achieve Conversational AI Fluency?
Conversational AI Fluency can be measured based on the scope and quality of an organization’s channels. It is true that humans expand their language fluency over a lifetime and this continual learning is also reflected in a brand’s conversational AI fluency. However, there is also the concept of baseline fluency. Has an organization implemented conversational AI capabilities across multiple customer communication channels and how effectively do they perform?
XAPPmedia has developed the Conversational AI Fluency Review to help organizations better understand their status today and the gaps to be filled to meet a fluency baseline. This was built on our experience launching more than 1,200 voice apps for enterprises and extending those capabilities into other channels and products. You can learn more about scheduling a Fluency Review for your brand or organization by filling out the form below.
