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Is Gen AI capable of creating near-human customer experience through chatbots?
Is Gen AI capable of creating near-human customer experience through chatbots?

August 8, 2024

BPM

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Since their inception in 1966, virtually assisted conversational bots or chatbots have witnessed a massive transformation. Launch of the first-ever chatbot, Eliza, by Joseph Weizenbaum at MIT Artificial Intelligence Laboratory, proved to be a watershed move towards enabling frictionless customer interaction. Following suit, early rule-based conversational chatbots, Parry and A.L.I.C.E came into being. These enabled organizations to transform customer experiences by delivering real-time responses to predefined commands.

Post this, emerged chatbots like IBM Watson, Microsoft Cortana, Apple SIRI, Google Assistant and Amazon Alexa etc that proved to be catalysts driving cutting-edge customer experiences. The previous versions of chatbots did not rely on artificial intelligence (AI), cognitive perception and machine learning and lacked the ability to resolve personalized problems. However, these new-age chatbots enabled organizations to analyze patterns in large datasets, train themselves from past interactions, resolve most pressing issues and deliver more accurate yet contextually relevant responses.

AI-based Chatbots have become an essential part of the portfolio for Business Process Management (BPM) providers

Since their inception, AI-based chatbots are enabling BPM companies to up their customer experience game. For instance, Alorica’s virtual assistant called ‘AVA’ allows organizations to automate high frequency, low-to-mid complexity interactions providing customers the ability to seamlessly and naturally connect with companies. Additionally, it helps clients boost return on investment (ROI) and enhance customer experience. Further, EXL’s offers EXELIA.AI, a pre-trained solution for human like interactions through voice and chat. It is capable of AI-powered human-like interactions, recalls information from past interactions and handles contextual interactions.  Additionally, WNS offers WinBot, a self-service chatbot. A cloud-based AI-backed solution, WinBot helps in chatbot automation and interactive online guidance for customers, analytics and agent assistance.

Gen AI is transforming Chatbots as we know them

Now, advancements like deep learning, neural networks, and Gen AI have unleashed the next level of transformation in chatbots. Gen AI based chatbot, ChatGPT has enabled more engaging personalized conversations almost like humans through a better understanding of the users’ language nuances, intent and context.

 

 

 

 

 

 

 

 

 

 

The primary advantage of Gen AI-based chatbots is their ability to not only understand the users’ questions but also respond in a natural, engaging and creative way. This helps curate more human like seamless and tailored experiences for customers.

Moreover, they are powered by intelligent algorithms and large language processing capabilities, and hence are smart enough to make processes agile. This leads to higher operational efficiency and innovation in real-time. These chatbots also generate faster responses by aggregating data from each user and enhancing its database of responses and questions.

Gen AI allows chatbots to operate at near-human levels

Owing to these advantages, a number of organizations have been vying to adopt Gen AI based chatbots. For instance, Yellow.ai has stated that 10% of its enterprise customers opting for GenAI-powered customer support conversation have experienced a reduction in response time to 0.6 seconds. With response times reducing, Gen AI chatbots have the capability to drive positive customer emotion at a lower cost than live interactions. According to industry reports, Gen AI powered chatbots can reportedly deliver human-level performance by 2030.

However, their ability to achieve this feat depends on overcoming several key challenges. These include understanding human language ambiguities like regional dialect, context management, slangs, typos, and abbreviations etc; integrating the chatbot into multiple messaging platforms like Whatsapp Google Chat, Facebook Messenger, Telegram etc; and choosing the right chatbot development tool based on the use case and target audience etc, among others.

BPM companies are also building Gen AI infused chatbot solutions, which allows them to not only drive productivity and efficiency, but also open new markets to expand business. For instance, some BPM companies have started using Gen AI chatbots for real-time language conversion. With new Gen AI enabled capabilities, chatbots enable agents based in India and speaking in English to cater to customers based in Europe speaking other languages like French, Spanish etc by offering near real-time conversion of language from English to others. Further, Gen AI is enabling BPM companies to enable voice modulation and accent modulation enabling agents from Tier 2 and 3 cities to handle client calls across the globe.   

As Gen AI deepens its foothold in the BPM space, more and more advancements are expected to shape different aspects of customer experience. Nasscom will soon come out with a report on the future of BPM jobs and skills which would provide an in-depth look on where this sector is headed, and the impact of Gen AI on skills in demand, and future portfolio shifts. Stay tuned!

 

 


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Kuhu Singh
Manager, Research

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