DOs and DON’Ts for Building Successful Conversational AI

Conversational AI is the newest, most popular trend sweeping through the business world. As a result, the demand for chatbots, voice bots, and other AI-powered virtual assistants is skyrocketing.

There is unimaginable demand. Experts estimate that by 2027, the conversational AI market will have grown to a staggering $18 billion, averaging 21.02% CAGR growth! That’s some crazy figures there.

Despite the enormous potential for increasing customer interaction, producing incredible experiences, and elevating companies to new heights, not every company’s chatbot project is destined for success.

At the end of the day, it all comes down to the bot’s design and user interface. If the chatbot feels clunky, robotic, or difficult to navigate, customers will quickly lose patience and trust. The most effective conversational AIs need slick, intuitive interfaces that make users feel like they’re just naturally chatting with another human.

So what are the DOs and DON’Ts for building successful conversational AI? Which best practices should you adhere to when creating and deploying a chatbot?

Let’s dive deep into this matter.

1. Define the Core Purpose of Your Chatbot

Knowing your chatbot’s purpose is crucial. Are you using it for self-service? Solving common queries through conversations? Completing simple tasks? Be clear on what it can and can’t do.

If it can’t fulfill its role, have a backup plan ready. Setting proper expectations from the start is key. For big companies with many departments, tackling everything at once gets messy. Hence, it’s better to deploy separate chatbots for distinct use cases rather than trying to do it all with one bot. Prioritize what matters most, and keep your chatbot focused on that main purpose.

2. Pick the Right Platform and Expertise

The real talk is here! Trying to build a conversational AI in-house is just asking for chaos. The move is finding one of those legit AI platforms and letting their experts handle that thing.

They have easy no-code or low-code solutions (LCAPs) that can help non-technical users throw together chatbots without stressing over code. Way easier than bogging down your IT team with learning, designing, and optimizing conversational AI technology.

3. Keep It Simple!

When building out that chatbot experience, simplicity has got to be the philosophy. Give users straight-up directions like “Hit this button to keep it moving” or “Pick one of these options down below.” Use pop-ups to quickly explain exactly what that robot can actually do. And for sure, make sure the conversational personality matches your brand’s whole vibe and swagger.

4. Security and Privacy Are Must-Haves

Listen up, these chatbots are dealing with people’s sensitive personal info and stuff. You can’t just slap together some basic bot without proper security locked down tight, you know what we mean?

Stay on top of all the latest privacy rules and regulations, lock that up with encryption, and have different permission levels for users. And definitely run it through intense pen-testing before launching it. A data breach could nuke your whole business reputation.

5. Never Stop Leveling Up Your AI

Building a chatbot isn’t a one-and-done type of deal, you know what we’re saying? You gotta keep upgrading and leveling up by tapping into user data, feedback, and those fresh new NLP/ML models as the tech keeps evolving. The goal is an AI assistant that just gets sharper and more naturally conversational over time to deliver a premium experience. The top AI/ML company In Kolkata can help you achieve that.

6. Human Handoff Is Always Crucial

No matter how advanced AI gets, sometimes customers just want to vibe with a real human instead of interacting with robots. We all get fed up with technology and just crave that authentic 1-on-1 conversation. So having a smooth process to hand off to live agents is clutch for complex issues or anytime the customer would rather deal with an actual person. Forcing chatbots on unwilling users is a quick way to piss people off.

7. Integrate with Other Systems

For that chatbot to really bang and pop off, it needs to sync up and integrate with your other backend systems like CRM, ERP, databases, and all that. That connectivity lets it seamlessly access info, update records, and troubleshoot problems – basically enabling smooth end-to-end support without hitting roadblocks and bottlenecks.

Do You Want to Implement the Finest Conversational AI Technology? Speak With Our Experts.

As a reputable AI/ML Company in Kolkata we at SB Infowaves, assist customers in creating and implementing effective voice bots, chatbots, and digital assistants while adhering to the DOs, DON’Ts, and essentials of conversational AI. Contact us today to know more!

The Role of AI Copilot in Modern Customer Support

AI has been a game-changer in the digital landscape. We cannot imagine, even a few years ago, that we would just ask questions and someone would provide all the answers. It sounds magical—like an elf waving a wand and everything being in front of her.

There is no doubt that AI has transformed how we work, communicate, and interact with technology. AI copilots have the ability to comprehend complex information and provide relevant insights or recommendations to support users in their work across multiple domains.

Generative AI has already reshaped how we approach technology, business, and creativity. Nowadays, the AI/ML company in Kolkata uses this technological advancement tool to level up their digital experience.

In this blog, we have explored the features of Copilot and how it revolutionizes productivity. Understanding this history will help us appreciate the role of AI Copilot in modern customer support.

What is an AI Copilot for Customer Service?

Generally, an AI copilot is a conversational interface that understands and analyzes large amounts of data to assist users with various tasks and decision-making processes. An AI copilot is a type of digital assistant that helps contact center employees. These types of copilots pose several abilities for conversational AI, including large language models, machine learning, and natural processing languages.

When it comes to modern copilots, we mainly talk about the GitHub copilot, which will be launched in 2021. But did you know that AI Copilot existed even back in the 1990s? At the time, these tools were basic chatbots, but now they have been popping out in everything from your banking platform to medical and shopping applications.

Previously, we had to use several apps to meet a person who lived in a different city in a common area. These actions require a significant amount of time and lots of effort. But nowadays, with the help of Copilot, you can do everything with a single click. The AIcopilot works efficiently to help the AI/ML company in Kolkata with drafting sales emails, building reports faster, and crafting customer service replies with relevant answers.

How Does an AI Copilot Work in a Support Team? 

AI copilots are based upon several powerful building blocks named copilot actions, which can encompass any type of task for a particular job. These may include the following things:

  • Generate descriptions for products using existing CRM data
  • Update a CRM record
  • Highlight the relevant information
  • Compose messages
  • Summarise transcripts
  • Handle a wide range of use cases

Keep in mind that the AI copilot has the capability to understand requests and execute the required tasks, making the system unique. One of the best things is that AI can handle a lot of instructions and can learn from them.

For instance, a copilot can help a service agent in an AI/ML company in Kolkata to guide a customer who was overcharged for a specific service. AI copilots engage with users, execute commands, and navigate complicated AI environments to amplify overall operational fluency and productivity.

What are the Types of AI Copilots?

AI copilots reduce time spent on repetitive, time-consuming tasks, which allows employees to focus on more strategic work. With the help of AI Copilot, the AI/ML companies in Kolkata get several benefits, such as

  • Improve efficiency
  • Save cost
  • Process vast datasets to identify patterns and insights.
  • Liberate teams to devote more time to creative and strategic tasks.
  • Allows employees to make informed decisions more efficiently.

There is no doubt that the AI copilot has become one of the most important assets for every piece of software, but before using it, you must know the types of AI copilot, such as OpenAI’s GPT, AI chatbots, AI assistants, and AI copilot.

AI assistants can execute actions by communicating directly with APIs, SQL databases, and vectorized databases in real-time. They can schedule meetings, control smart home devices, or initiate complex business processes on your behalf. These AI chatbots seamlessly integrate with various tools and platforms and automate and simplify complex tasks to increase productivity.

Generally, the AI chatbot provides answers based on existing documentation. For example, a customer service chatbot used in an AI/ML company in Kolkata provides relevant information from a FAQ section or user manual. FYI, AI chatbots can lower human intervention when it comes to providing basic information, managing a high volume of common queries, and accessing a huge amount of documentation instantly.

Keep in mind that Copilot provides real-time insights, automates repetitive tasks, and offers support to the customer service team to improve overall customer satisfaction and response time.

What are the Features of AI Copilot in Customer Service?

Keep in mind that the AI copilot provides real-time AI assistance to help customer service agents handle cases efficiently.

Customer Experience

AI copilot is one of the most popular innovations in the customer experience, which propels retention rates and empowers productivity and efficiency among teams. Since these AI copilots can augment the contact centre agent and improve customer interactions, they can automate requests and resolve issues conversationally while improving the productivity of customer agents.

AI Copilot for the Employee Experience

AI Copilot helps improve the overall employee experience. It leverages AI for different aspects of an employee’s journey at an AI/ML company in Kolkata , which include performance, support, onboarding, and development. AI Copilot assists and gives employees access to information needed for daily tasks.

AI Copilot drives productivity and operational efficiency by using advanced language models and generative AI technology. The AI Copilot acts as an aid to make employees more productive and operations more efficient within a company.

What are the Advantages of Using Copilot for Customer Service in Your Business?

There is no doubt that modern businesses require advanced solutions, and AI copilot is best for solving complex problems. This amazing tool has several benefits, including:

Enhance Customer Interactions

AI Copilot can use voice recognition to recognise users, which will help improve customer interactions. This also helps users eliminate support delays and streamline the routine process. If required, an AI copilot can also translate the language so that the agents can understand the requirements of the customers entirely.

Improve the Efficiency of the Contact Centre

Undoubtedly, speed is very important in customer service. Many customers have trouble finding data and fixing problems. In this case, the AI Copilot helps agents find solutions quickly. The AI Copilot searches various resources on the contact centre dashboard. It responds when a customer’s sentiment changes. It identifies the customer’s request. The AI Copilot provides continuous feedback throughout the conversation.

Better Agent Training and Onboarding

Whenever a new employee or intern joins the team in an AI/ML company in Kolkata , the AI copilot can offer several training resources and data. In addition, the copilot also helps in every step so that the employee gets appropriate training for sales, customer service, and marketing.

Boost Workflow Automation

Automation and AI tools help reduce repetitive tasks in virtually any environment. The AI Copilot helps boost employee productivity and enhances overall business performance by automatically summarising and transcribing calls. Furthermore, these AI copilots, or agent copilots, assist with routing customers to the right agent. They can transfer calls to a live agent and take notes during the conversation.

Upgrade Decision-making

Customer service agents mainly use AI copilots to collect, process, and analyse data. Moreover, the AI copilot gathers all the relevant data and information from customer conversations and day-to-day workflows with the customer’s consent to benefit businesses. As a result, the users in an AI/ML company in Kolkata use AI tools to use the trends, patterns, and opportunities for better understanding.

How to Implement Strategies to Overcome the Complications While Using AI Copilots

Providing good customer service is challenging. Agents need quick access to information to respond accurately. If knowledge systems lack intuitiveness, agents struggle to use them efficiently, leading to delays. Traditional search methods can be time-consuming.

Without an AI copilot connected to the knowledge base, agents risk providing inaccurate answers. When knowledge is duplicated across systems, agents must switch platforms, causing frustration and reduced productivity, ultimately impacting customer satisfaction.

Keep in mind that implementing AI copilots effectively requires a multi-faceted approach. Security is another important aspect when it comes to implementing AI copilots. User-friendly interfaces ensure AI outputs are understandable and trustworthy.

The AI/ML company in Kolkata must do regular security audits and train their employees about cybersecurity protocols. If required, the authority should collaborate with cybersecurity experts to ensure AI systems are protected against emerging threats. This establishes a secure and ethical foundation for using AI copilots across various applications.

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With the help of advanced technology, it’s now easier to provide personalised and workable services to reduce the burden of customer retention. Companies can now run large businesses even with a small amount of money with AI copilot. By leveraging the power of AI, companies can provide faster, more personalised, and more consistent support experiences to build stronger customer relationships and drive business success.

If you’re in search of an AI/ML company in Kolkata to implement cutting-edge AI solutions for your business, consider partnering with SB Infowaves, a leading provider of innovative technology solutions in Kolkata.

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