CSG International : Understanding Conversational AI

4 Steps to Planning and Implementing Conversational AI

Conversational AI is all about your customers or users. You want them to benefit from this innovative technology and get the support they need fast. Consider how users interact with your business and the pressing questions they have. You can then leverage AI tools to give them the necessary information quickly. Follow these four steps to plan and implement conversational AI:

1. Create a List of Frequently Asked Questions

Frequently asked questions (FAQs) are the base of conversational AI development. FAQs help you understand and define your users' primary concerns and needs. Addressing these needs proactively will alleviate pressure on your support staff and reduce call volumes.

You can use existing FAQs as a basis for your conversational tool. If you don't have any existing documentation, speak to your customer service team. Support teams know what customers typically want or need from your business.

If you are operating a bank, examples of FAQs may include:

• How do I access my account online?
• Where can I get my account number?
• How do I find a branch near me?
• When will my debit card be delivered?
• How do I order checks?

With time, you can add to your questions and build a more robust library of responses. All you need are a few questions and answers to kick off the development process.

2. Use the Frequently Asked Questions to Set Goals in Your AI Tool

Your FAQs are the foundation of user goals or intents. The conversational AI uses these questions to determine a customer's intent when they engage with your business. For example, a user asking about account access most likely wants guidance on how to log in to their account or view their information.

Once you outline your goals, you can use CSG's innovative AI solution to connect them to intent and teach your conversational AI tool alternative ways a user may phrase questions. Returning to the access account example-a user may ask how to sign in, sign up or reset their password.

If you are uncertain how your customers may phrase queries, partner with your support team or leverage analytic capabilities. Our experts can set up CSG's solutions to monitor and mine web data from site search queries, transcripts and other resources.

3. Review Goals to Determine Relevant Keywords

Use keywords, entities or nouns to establish your goals or intentions. Keywords are the words users mention within the main question, and they categorize topics or information related to what users are asking. Under the account information entity, you can house passwords, account numbers, logins and forgotten usernames or passwords.

Use the information from support staff or data collected from AI tools to identify keywords.

4. Bring It Together to Create Meaningful Interactions With Users

FAQs, goals and keywords work together to create a valuable, humanlike interaction with your customers or users.

The goals you set enable your AI platform to understand what the user is asking, while the entities connect to relevant information. The result is a logical and helpful conversation that helps solve customer queries fast and with little to no intervention from your personnel. This automation gives your support staff the time to resolve more complex issues.