How to use Conversational AI to improve customer engagement?

Have you chatted with a chatbot so smart and natural that it sounded like you are conversing with a human? Those chatbots are powered by conversational AI, whose applications are expanding so rapidly after the rise of AI in customer service.

Today, Conversational AI is commonly used in chatbots on e-commerce sites and virtual assistants like Amazon Alexa and Amazon Home. However, its potential goes way beyond these fields. It can be injected into every online interaction you have with your clients, creating highly personalised responses automatically.

As a non-tech person myself, I am going to try breaking “Conversational AI” down and explaining how you can also tap on it to improve your customer engagement .

1. First, what is Conversational AI?

Conversational AI is a powerful Artificial Intelligence tool that enables human-like interactions between humans and machines.

A Conversational AI system comprises some, if not all, of the following components, depending on its use case [1]:

Automatic speech recognition: Converts human speech into text for a machine to understand it
Natural language processing (NLP): Big umbrella term that includes understanding the human input, deciding the next steps to take, and providing an output
Text-to-speech synthesis: Converts the NLP output to audio for users
Machine learning: Allows machines to continuously improve its performance over time

2. Benefits of Conversational AI

Efficiency

The primary reason why you should be thinking of integrating Conversational AI into your operational processes is efficiency. You can now automate routine customer interactions while seamlessly maintaining your unique brand voice.

24/7 Availability

AI tools never clock out. You (or rather your Conversational AI tool) can interact with your customers whenever they require, no matter the business hours. This accessibility will reinforce your brand’s dedication to delivering an exceptional service, undoubtedly boosting customer satisfaction.

Dynamic and engaging interactions

Conversational AI can transform dull interactions, such as a FAQ page or signup form, into engaging, conversation-driven experiences. It can even customise its tone to suit your audience, saving you the hassle of wreck your brain fine-tuning every word. With a natural, human-like dialogue to replace the usual static interaction, your customers will feel truly heard and engaged, elevating their overall customer journey.

3. One unique way of integrating Conversational AI

We all know that Conversational AI is commonly used in chatbots and customer support. But today, I want to introduce you to a unique way to use Conversational AI that can transform how you engage with your customers. And that is forms.

Forms exist in numerous parts of customer interactions, such as the initial signup forms, customer feedback surveys and event feedback forms. These are precious touch points where you can reinforce your brand’s personality and make the experience more engaging.

Instead of sending customers a static Google Form, imagine if you can send a survey that felt like a friendly conversation, with customised visuals compatible with your branding. Instead of checking boxes and scrolling through text fields, your customers could engage in a natural, two-way dialogue.

4. Introducing Qumo AI

That is exactly what Qumo AI does. It creates forms and surveys in a conversational format for you, with all the benefits of Conversational AI mentioned above. Whether you’re collecting customer feedback, running market research, or onboarding new users, Qumo AI ensures that your customers feel heard and valued, not just another response in a spreadsheet.

👉 Sign up for a free demo and see the difference!

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References

1. Bhagia, Y., Abbas, S., Kumar, S., & Maheshwari, S. (2024). Conversational AI: A Survey. International Research Journal of Engineering and Technology. https://www.irjet.net/archives/V11/i4/IRJET-V11I4139.pdf