We live in the age of immediate gratification. Consumers expect webpages to load in milliseconds. They expect to reach a support representative in seconds. When they have a question, they expect to find what they need on the first page of any search results.
Conversational AI is an opportunity to streamline these self-service experiences. And unlike other channels, it can serve the consumer all throughout their journey.
Conversational AI Use Case: Converting Prospective Clients
Think about a person who is considering hiring a financial advisor. When they land on an advisor's website, they want to know: Does the firm have a minimum asset requirement? What does it mean to be fee-based? Are appointments virtual, or in-person?
Many wealth advisors still expect consumers to navigate through their website (or even submit a contact form) to find answers. But most consumers will simply hit the back button. They may eventually find what they need, but they'll also find other firms in the process.
When conversational AI is introduced, though, the person can educate (and convert) themselves. The user can find everything from definitions to business-specific information in one place. They can even submit an inquiry within the chat. Instead of hitting the back button, the prospective client goes from cold to hot as they move through your marketing funnel at their own pace.
Conversational AI Use Case: Encouraging Omnichannel Experiences
Consumers move between channels in ways that we can't predict. When conversational AI is an option, these consumers are free to follow their own journey.
Consider a current client who is on your website, but wants to talk to their advisor on the phone. Instead of relying on the navigation bar, this client types a simple question ("What is the phone number for the Manhattan office?"). Then, the information appears in the chat. Now that the client has everything they need, they're able to connect with their advisor.
Whether a user wants to have a chat-based experience or go to another channel, conversational AI gives them more flexibility.
Conversational AI Use Case: Expediting Support for Clients In Need
Imagine that a client is using your customer portal to view their assets. When they notice a discrepancy in their account, the client panics slightly. They want to immediately resolve this issue, so they call customer support right away.
The client expects the agent on the other end of the phone to know exactly what to do. The agent knows that there is a process in place for these situations, but what if the process documentation is not readily available?
When the agent uses a chat experience that draws from multiple company resources, the information is easy to find. The conversational AI will summarize the process for the agent. Then, the agent can mobilize quickly on behalf of the client — so the issue is resolved and the client is satisfied.