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Ways To Revolutionizing CX through AI. (Part-4) Automating Conversations Using AI Tools.

Updated: Feb 28

Automating Conversations Using AI

When your customers contact you, they want their concerns resolved quickly and efficiently. However, as your customer base grows, it can be challenging to assign a service agent to every request, in real time. Thankfully, the best AI chatbots provide excellent customer care while taking some of the load off the service teams

Automating conversations through AI tools has emerged as a transformative strategy for enhancing customer experience across various industries. Businesses can streamline and personalise customer interactions, resulting in improved satisfaction and operational efficiency.

AI tools reduce response times by automating routine processes, such as answering FAQs or processing simple tasks, through chatbots and AI assistants. As a result, customers receive immediate assistance, leading to increased satisfaction

Conversational AI systems are designed to mimic human conversation using natural language processing, deep learning algorithms, text-to-speech software, and voice recognition technology AI doesn't become fatigued by repetitive issues, which means there's a reduced chance of errors

These intelligent systems can handle routine queries, provide instant responses, and guide customers through various processes. This not only reduces response times but also ensures that customers receive consistent and accurate information. Moreover, AI-driven chatbots can adapt and learn from each interaction, continuously improving their performance and enhancing the overall customer experience over time.

Here are a few ideas for how to use an AI chatbot to provide customer support and services:

  • Greeting customers when they land on your website.

  • Answering frequently asked questions about your products, services, prices, packages, and more.

  • Providing status updates and tracking information for customer orders.

  • Troubleshooting and technical support for both hardware and software, or digital products and services.

  • Scheduling appointments and reservations at your establishment or with your service providers.

  • Making personalised product recommendations based on customer preferences, purchase history, or browsing behaviour.

  • Collecting customer feedback and conducting user research through surveys, polls, and feedback forms.

Automated conversations also contribute to 24/7 customer service availability. AI tools don't need breaks or sleep, enabling businesses to offer round-the-clock support to their customers. This is especially crucial in a globalised world where customers might be in different time zones, ensuring that their needs are met at any hour.

Furthermore, AI-driven automation allows businesses to personalize customer interactions at scale. By analyzing customer data, preferences, and past behaviours, AI tools can tailor responses and recommendations, creating a more individualised and engaging experience. This personalisation not only makes customers feel valued but also increases the likelihood of them finding relevant products or solutions.

Additionally, automating conversations frees up human agents to focus on more complex and emotionally nuanced customer issues. While AI excels at handling routine tasks, human agents can tackle situations that require empathy, creativity, and a deeper understanding of complex problems. This combination of AI and human touch creates a holistic customer service approach, providing efficiency and a personal touch where it matters most.

On the flip side, customers sometimes find the answers very robotic and templated, without a complete comprehension of the context. As is the case with many new technologies, the usage is somewhat cyclical in nature. Many brands are now routing bot queries back to “human” agents in order to enhance the customer experience and make it more relevant/ personal.

One can measure the return on investment (ROI) of using an AI-based chatbot for customer service by evaluating the chatbot’s performance and impact on cost savings, customer satisfaction, and overall operational efficiency.


If you think this post was helpful, then check out the upcoming CX trends. So, that your innovation department can innovate around them to elevate your business.

Also, if you need any help regarding your business’ customer experience connect with us anytime at or call us at +91 9599496661.

You can also listen to us on our C-Xcel podcast!


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