One of the main components of a successful business is highly functional and responsive customer service. Your product is not the only selling point you should invest in—it is also the connections you make with your target market.

In the past, companies had dedicated groups of staff to accommodate the end-to-end process of client needs—from inquiry, purchasing, delivery, to feedback or complaints. But because the world of today revolves around 24/7 availability, companies have no choice but to keep up with new methods of dealing with customers online.

One of these methods is conversational AI. Conversational AI is a program that mimics the ability of a human to talk to a prospective customer. Most businesses use this as a supplement to attending to immediate or frequently asked inquiries.

Instead of having a team for customer service, managing your brand day and night, you have virtual technology that can converse in a human way. The more you use it, the more it improves its dialogue and natural usage of words, thanks to machine learning technology.

Conversational AI is groundbreaking technology that helps you foster your brand relationship with consumers. However, there is a common misconception that AI is monotone. This was true—a few years ago. But with the constant innovations of the modern age, conversational AI continues to develop. Through years of advancement, it has become more human-like and equipped with more advantages, such as decreased cost and accessible brand personalization.

There are more benefits of conversational AI that can leverage your online presence and increase your market value. Below is a list of benefits of using conversational AI in your business. Read on for all the details.

Customers are online 24/7—especially now that many products are available virtually. You can purchase anything you need and want online, in the comfort of your home, even during the odd hours of the day (or the wee hours of the night!).

Conversational AI makes your business accessible all the time, without the expense of having employees work all day and night. It can also communicate through different platforms, such as social media.

With the continuing pandemic, customers who wish to inquire more about your products can do so on the social media platform most convenient to them. You can put your conversational AI wherever messaging services are applicable. Also, first-time customers have similar questions. So, by having an AI virtual agent, frequently asked questions (FAQ) are answered immediately without the need for you to reply to them yourself.

With the variety of options that customers have nowadays, customers are harder to retain. It takes only a matter of minute interactions to make or break a transaction and find alternatives that are more to their liking.

The expectation to always be available online can take a toll on brands managed by a small team. But with conversational AI, delivering excellent and even personalized customer service is achievable.

Conversational AI can match the fast and friendly service that appeals to everybody when they go to a store. It can also give customized recommendations to customers for an improved customer experience. Conversational AI can also produce instant replies to almost any type of inquiry, which can amplify brand engagement.

Conversational AI can steer questions to provide a better experience, especially to first-time customers. It can personalize the purchase journey of a customer to suggest what product or service is best suited for their needs.

AI technology can also provide channels for your other selling points, like an ongoing promo or your eco-friendly shipping options! Boost brand awareness through these personalized interactions to let customers know more about your brand.

In turn, it can push customers to make informed and wise purchasing decisions and even forge loyalty to your brand.

Almost every industry has changed drastically due to the pandemic. People now prefer the contactless method of communication to transact and buy their personal needs and wants. For now, it is a matter of safety and health for everyone. However, these conversational AI applications may come to be a staple in the way companies do business.

Aside from the lower cost, it also makes the entire purchasing process less of a hassle. The efficiency that conversational AI can offer saves time and effort for both the business and the consumer.

Conversational AI can detect if the customer is talking about positive things or is already losing patience due to complaints regarding your product. It can switch the tone of its communication to cater to the customer accordingly.

Aside from that, conversational AI can also detect the questions it can and cannot answer. So when the conversation turns into complex inquiries, AI can prompt the conversation to an actual member of staff to better address the customer concern.

Moreover, applying conversational AI can filter the influx of messages your company receives. It can also categorize messages on a priority basis by letting the AI respond to easier and repetitive questions and directing the customer to the staff if they need additional support for their queries. After all, you cannot replace the human flair that an actual person can give—for now.

AI programs are better at gathering and processing data and behaviors of the customers. It can accurately analyze customer behavior and monitor purchasing patterns.

For instance, an AI can track what customers add to their online cart and how often they buy products. It can also process the raw data and create tailor-fitted suggestions or promotions for a prospective client.

Conversational AI can leverage business data and translate consumer behavior into effective marketing strategies. It can help your company in several areas—especially in sales, engagement, and brand awareness. It’s also an effective way to convert first-time purchasers into repeat, or better yet, loyal customers.

The benefits of conversational AI extend to the employees and management of the company. Employees do not have to spend their entire time in customer relations, especially in peak seasons.

Instead of doing repetitive tasks, like finding stock in inventories, managing sales, or dealing with the same issues with different people, employees can have more efficient and less taxing workloads. It can also lessen costs by reducing employee hiring, training, and work hours—which is a great way to promote work-life balance.

If customers love your products and customer service, they will more likely buy again from your business. Start to forge this kind of trust by turning your brand conversations into meaningful connections.

Bash Sarmiento is a writer and an educator from Manila. He writes laconic pieces in the education, lifestyle, and health realms, and is a frequent contributor to the Syft blog. His academic background and extensive experience in teaching, textbook evaluation, business management, and traveling are translated into his works.

You can also read some of the other articles he has written for us here, including blogs about payroll automation in the delivery service industry, how understanding financial statements facilitates business growth, and top tips on maintaining a work-life balance when working from home.