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Conversica Chat Changes the Customer Journey


Generative AI is a hot topic in the field of artificial intelligence. One compound reason for this is the wide range of potential applications generative AI has (such as generating realistic images and videos for entertainment and gaming, generating realistic data for scientific simulations and modeling, as well as having human-like conversations through chatbots).

Sticking to chatbots for right now, some out there are first-gen, scripted bots. (Not efficient for customers wanting fast and accurate answers.) A Conversica study even shows that buyers are not satisfied with that form of chatbot experience – four out of five enterprise buyers abandon the chat experience if the answers don’t address their unique needs when evaluating a potential vendor.

The study and the capabilities that come with generative AI led Conversica to develop Conversica Chat, a GPT-powered chat solution for enterprise use. With Conversica Chat for the enterprise, users engage in ongoing, personalized interactions that provide highly relevant information and resources to support them through their buying processes.

In addition to advanced Generative AI models, Conversica Chat’s key components include:

  • Brand domain knowledge that enables organizations to train the AI to represent their specific brand tone, vernacular, offerings and details
  • Brand-secure governance that allows Conversica Chat to represent brands with built-in guard rails that guarantee consistent, brand-safe responses which redirect and avoid discrimination constructs such as sexism and hate speech
  • Outcome-based conversations that engage users beyond Q&A sessions to drive specific business outcomes
  • Support for more than 100 languages with dynamic GPT-enabled conversations that span email, SMS, messaging applications, on social media, over voice or even via in-store digital signage

Also, with Conversica Chat, conversations that begin with chat on brands’ websites continue long after the windows close via two-way engagement (from top-of-the-funnel topics to purchasing, complex retention, renewal and expansion discussions).

“GPT and large language models have been the foundation of Conversica’s Conversation Automation solutions for several years,” said Jim Kaskade, CEO of Conversica. “Conversica Chat is only the beginning of the customer journey. Our Powerfully Human conversation technology engages users in a humanlike way throughout the buyer lifecycle, across all communication channels.”

Conversica is used by Louisville City Football Club. The club worked with Conversica on Conversational AI solutions to better connect with fans by answering their questions and guiding them through the buying process. Conversica Chat is only going to improve these capabilities and help the football club continue to better connect with its fans.

“As consumers continue to become familiar with GPT capabilities and enjoy their experiences, they will increasingly expect enterprise-class, GPT-enabled conversations across every communication channel in their native language when interacting with any and all businesses, brands and organizations,” said Kaskade.

Conversica Chat definitely leverages AI to its fulfilling potential with enterprise-ready capabilities to deliver more personalized experiences and drive revenue growth.

Edited by Alex Passett
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Future of Work Contributor


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