80% of firms plan to implement conversational customer engagement

The first 150 participants providing all correct answers won a free bouquet from the firm. To increase conversational AI adoption, companies need to work on its accuracy and reliability as it can help to increase user trust. What’s more, businesses need to educate their audience about the benefits and capabilities conversational AI provides. While creating and maintaining conversational AI apps, brands must focus on implementing security features and monitoring systems. This way, they can secure the user’s privacy and take a step to establish user trust. But businesses can also use it to assist customers in shopping activities to increase conversion rates.

She’s passionate about conversation design and UX, and most of all, she’s a huge fan of user-friendly chatbots. She finds sheer pleasure in sharing her knowledge and insights about them with others. Although conversational AI can spare businesses a lot of effort, certain challenges are being introduced along the way. Therefore, conversational AI shouldn’t be treated as a one-size-fits-all solution but rather as a convenience that works best when connected with other solutions and combined with human expertise.

What about humans?

In short, WeChat shows us what is possible when we take a conversational-first approach. In a way, modern conversational technology helps us get back to how we’ve handled business for hundreds of years—through one-to-one conversation. Personalized communication will not only improve customer satisfaction but also promote loyalty and retention. A post-COVID survey revealed that 50% of customers conversational customer engagement expressed willingness to engage in these intricate digital channels, emphasizing the industry’s need for evolution. Read on to explore these important trends that are impacting customer engagement in banking and find out how adopting conversational AI can help you stay ahead. As we look ahead to 2024, several banking communication trends are expected to make a significant impact.

These customers are much more likely to become recurring users of your product, and subsequently much more valuable for your business. Omnichannel chatbots are changing how customers interact with their favorite brands online. They help answer visitors’ basic questions, or connect them with a live agent for more complex queries. An omnichannel chatbot is an asset to your CCE strategy because it helps your team support more customers while spending more of their time on conversations that require a human touch. For example, conversational customer engagement focuses on incoming customer queries, primarily with existing customers.

Ways To Improve Your Conversational Customer Engagement Strategy

One McKinsey global survey found that the COVID-19 pandemic pushed the digitization of customer and supply chain interactions by three to four years – in just a few months. It essentially translates to a focus on building better, digital-first interactions for customers. To build a powerful and effective chatbot, you need a conversational messaging platform you can trust. Create a chatbot personality that not only feels and sounds human, but aligns well with your brand voice. Is it witty and casual, knowledgeable and gentle, or direct and confident? As you build your chatbot, solidifying its character can be a fun and collaborative process.