Conversational AI is Revolutionising Customer Service

Automated processes, faster response times and personalised communication - conversational AI is changing the way companies interact with their customers. But how exactly does it work? And what are the benefits of using AI in customer service?

We spoke to Lisa Heinz, Head of Digital Experience at Tallence AG, about the future of customer service and the use of conversational AI.

Lisa Heinz: 
Conversational AI is a technology that processes natural language and answers customer enquiries automatically - in real time. This means that companies can significantly improve their customer communication with intelligent chatbots and virtual assistants. But it's not just about simple FAQs. Modern AI systems understand complex enquiries, prioritise them and ensure an efficient workflow - from the initial contact to the final solution.

Lisa Heinz: 
These days, companies are faced with the challenge of having to process increasing volumes of customer enquiries in the shortest possible time. Without automation, long waiting times and inefficient processes can hardly be avoided. Conversational AI helps to cope with this onslaught by:

• Intelligently categorising and prioritising enquiries so that urgent issues are dealt with immediately.
• Enabling self-service solutions so customers get answers without having to wait for a service agent.
• Integrating CRM and ERP systems to create seamless processes and trigger follow-up actions directly.
• Being available 24/7 so that customer enquiries can also be processed outside business hours.

Lisa Heinz: 
Customer service is becoming smarter and more efficient. However, this does not mean that human employees are being replaced. On the contrary: Conversational AI relieves teams by taking over repetitive and simple enquiries. This gives employees more time for more complex issues that require in-person support. At the same time, service quality is increased as customers receive an immediate response - around the clock.

Lisa Heinz: 
Absolutely! Our Conversational AI solution is already being used in various industries. One example is a large telecommunications provider that has reduced the processing time of customer enquiries by over 60% with our technology. We are also seeing exciting use cases in the insurance industry, where claims are recorded and processed automatically.

Lisa Heinz: 
Getting started is easier than many people think. At Tallence, we help companies to develop a customised solution that can be seamlessly integrated into existing systems. We take a modular approach that allows companies to grow flexibly and expand their automation step by step.

Lisa Heinz: 
The development is only just beginning! We are seeing increasingly intelligent AI models that understand the context of conversations even better and adapt dynamically. In the future, conversational AIs will not only provide answers, but also proactively suggest solutions and automatically execute processes in the background. This will take customer service to a whole new level.