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Conversational AI helps companies to know their customers better


A chart on a paper which lies on the wooden table.
Conversational AI may help you on the way towards brighter future (source: unsplash.com)

Here are 5 reasons why

The current market is like a sea. And if the customers are fish, the companies offering their products are fishermen. And since the number of fishermen grows constantly, they are looking for new ways to lure fish into their nets. And that’s where artificial intelligence joins the game. AI is not only a great tool to help companies to attract and keep new customers, but more importantly, it offers customers a new level of accessible, pleasant, and personalized service.

The release of a new product is often preceded by a marketing survey. Its task is to observe the target audience and its needs. Today, however, it rarely happens that a marketer stops you on the street and starts asking questions about which notebook or kind of soap you use. The process of data collecting has mostly moved to the telephone and internet world. And that is where AI virtual assistants like chatbots and voicebots are increasingly working.

A sheet of paper with words “Marketing strategy” written on it on the wooden table with some books, flower and a pen.
Chtabots and voicebots may light up your marketing strategy (source: unsplash.com)

Here are 5 reasons why entrusting your marketing survey into the hands of AI may not be a bad idea.

Reason #1: AI is safe and professional

There are a couple of reasons why the use of virtual assistants in marketing research means more safety. The first one is most valid during present times affected by a coronavirus. AI makes completely contactless surveys easier for both sides. The other reason is that a virtual assistant is the most pleasant interviewer to share your information and opinions. Whatever you say will not make the conversation unpleasant or provoke a mocking reaction. As Tomáš Malovec, the director of Born Digital startup, which develops virtual assistants says:

“AI remains professional in all circumstances. And the information you provide is nothing but data to it,”

Reason #2: AI is a great help to its human colleagues

Artificial intelligence doesn’t mind doing the same activity over and over again every day, which is good news for business owners and human operators. Their AI colleagues handle the most routine calls and surveys instead of them and allow others to focus on more complex parts of their work. After the data is collected, a good virtual assistant can also create necessary marketing reports, which usually cost marketers a lot of their valuable time.

A man with black hair tied up in phone cables leading from the phones behind him. Neon sign that says call me is behind him too.
Do your operators look like this? Help them with conversational AI (source: unsplash.com)

Reason #3: AI takes care of the secondary marketing research

The essence of secondary marketing research is to work with data that is freely traceable. This is a mechanical and time-consuming activity. And that’s why companies often welcome the opportunity to entrust it to artificial intelligence. It can easily find its way around the enormous amount of data offered by the archives of the media and government institutions. AI then extracts only those data that are essential for marketing research. All for a fraction of the time and cost that secondary marketing research would otherwise cost.

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Reason #4: AI is an unexpectedly good conversation partner

A virtual assistant for marketing research is not a slow automaton with a monotone robotic voice. “Thanks to artificial intelligence, these assistants can have a fluent conversation with people, answer their open questions and move the survey forward. Besides, they have a pleasant voice and are constantly learning and improving,” Malovec described. AI can remember the hundreds of ways a conversation can take during a survey. And it can still learn new ones.

A smiling old lady sitting next to the window and having a phone call.
The conversation with virtual assistants is easy and pleasant (source: unsplash.com)

5th and biggest reason: AI improves customer satisfaction

While new kinds of jobs appear across the industries, some current positions are replaced by machines. And it’s good news for customers that in the field of marketing research, those machines are more and more often equipped with artificial intelligence. “Thanks to their pleasant voice, professional approach, speed, and accuracy, virtual assistants are miles ahead of other technologies for digitizing communication, such as interactive voice response machines,” adds Malovec. They are also more consistent in routine tasks and sometimes even friendlier than their human colleagues because they do not mind asking the same questions all day or being rejected.

And while it may seem that the first four reasons have little or no impact on customer satisfaction, they all help to build the environment, in which the customers always receive complete and helpful service, which will make their life easier. And as research shows, the use of AI does not only help the companies, but it mainly improves the satisfaction of customers.

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Conversational AI helps companies to know their customers better was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.