Speaking with one another is a core component of the human experience. It is both how we get our essential needs met and how we share emotions with the people we love. Conversational services channel the human voice of customers to not only provide them with fantastic experiences, but also develop longer term relationships that dovetail into the realm of KYC, or “know your customer”.
As the Net Promoter Scores (NPS) or customer engagement surveys attempt to learn the sentiment of the customers they serve, conversational services seek to delve deeper into the needs of the customer through conversation. In 2021, this entails using the best technology at our fingertips: Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP).
Conversational services broadly covers voice-based interactions with customers. Conventionally, that was focused on phone calls made to customer service representatives — but now reaches from chat bot engagement to chatting with your smart device. Automation is everywhere, but AI that we chat with is difficult because we evaluate the business via each of these engagements. At Orange Silicon Valley, we are seeking innovative solutions using NLP to numerous challenges in this space. They include: