Commercial Integrator + Security Sales September 2024 - 44

MONITORING MATTERS by Peter Giacalone
Enhancing Monitoring Center
Customer Support Through Conversational AI
RECENTLY, I WROTE an article for The Monitoring
Association (TMA) Dispatch Summer Edition. In that
article, I detailed the vast differences between the widely
leveraged natural language speech IVR technology and
conversational AI within a central station monitoring center or
any customer service call center when it comes to customer
service and satisfaction.
Here, I will take a deeper look into the maturity of this evolving
technology and how the adoption of conversational AI on
a worldwide basis to serve customers on all levels is on a great
growth trajectory. There are no signs of slowing down.
Conversational AI, including chatbots, virtual agents and
voice assistants, has gained great prominence in recent years.
As technology advances, innovators are addressing limitations
and driving progress in this domain.
Adoption of Conversational AI
The global conversational AI market is projected to reach
nearly $14 billion by 2025, with a compound annual growth
rate (CAGR) of 22%. Currently, chatbots are the top use of AI
in enterprises, and their adoption rate is expected to double in
the next few years. Conversational agents have seen a surge in
interactions in recent years, especially during the pandemic.
Organizations report faster complaint resolution and improved
call volume processing due to using these solutions.
Current chatbots often handle simple queries. However,
innovations are enabling chatbots to perform more complex
tasks, such as scheduling, calendar management, placing
accounts on and off test, retrieving test results and booking
services, all in one fluid conversation. Although similar to Natural
Language Speech IVR, conversational AI doesn't require
specific structure of words. It takes place in the same manner
as a discussion with a human central station operator.
Personalization is Essential
An essential element that conversational AI brings is personalization.
Certain platforms like Replicant leverage multiple large
language models (LLMs) to best serve the specifics of various
conversations and deliver the best outcome. By understanding
context and user preferences, certain platforms like Replicant
can provide more relevant and customized responses. Time
and efficient training lead to the greatest improvement and
efficiency of these models. Training chatbots is crucial. Innovations
in natural language understanding (NLU) models and
training data enhance chatbots' efficiency.
Conversational AI has transformed the way businesses
engage with customers and manage internal workflows. Unlike
traditional chatbots and IVRs that often frustrate users, the
latest wave of generative AI and LLMs offer a paradigm shift.
Chatbots are now the top use of AI in enterprises, and their
adoption rate is expected to double in the next few years.
Let's explore how this technology is reshaping call centers:
1. Sentiment and Context: Conversational AI tools excel at
understanding sentiment and providing context-aware
responses. Whether a customer asks a question directly
or indirectly, the AI can draw on relevant data to deliver
accurate answers.
2. Personalized and Human-Readable: Gone are the days
of robotic chatbot interactions. Conversational AI creates
human-readable responses that feel personalized. Customers
appreciate this natural communication style, leading to
better experiences.
3. Reduced Friction: Employees in call centers also benefit
from conversational AI. Instead of toggling between
multiple screens or searching endlessly for information,
they receive precise guidance. This efficiency improves
employee satisfaction and productivity.
Striking the Balance
The key lies in striking a balance between automation and the
human touch. Conversational AI enhances convenience while
maintaining the essence of human interaction. Here's how:
1. Purpose-Built AI Tools: Identifying gaps and optimal
44 Commercial Integrator+Security Sales & Integration | September 2024
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Commercial Integrator + Security Sales September 2024

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