3 Trends for Conversational AI in 2021

Conversational AI for Insurance

Many organisations are already starting to reap the benefits of Conversational AI Assistants across their processes. However, as with any new technology, it is continually evolving to anticipate and better fulfil the needs of users. The below is a summary of the top 3 trends for Conversational AI in 2021.

1. Integrations

Traditional chatbot applications which many people are familiar with, provide a simple conversational exchange- enabling the user to ask a question and receive a pre-scripted response in return. However, the inclusion of integrations within Conversational AI platforms enables far greater personalisation within interactions and crucially actionability.

One of the major benefits of integrating Conversational AI Assistants with existing business systems is the ability for organisations to optimise investment and increase adoption of the platforms. This is achieved by making it simpler for employees and operational teams to find information and enact processes by enabling them to access them through the channels that they use – with no need to log in to multiple systems or navigate complex sites.

Integrations are not limited to business systems and also extend to Robotic Process Automation (RPA) solutions. Through integrating a Conversational Assistant with RPA bots organisations can achieve end-to-end process automation and extend the benefits delivered.

For example, a Conversational Assistant could be used in combination with RPA to streamline the employee onboarding experience – eliminating the need for manual forms, multiple emails, and calls and delivering improved employee experiences from the minute they join a company.

Through the natural consequence of a conversation, the Assistant gathers all the relevant new starter information – and provides additional guidance and support where needed – delivering this information to a bot for upload to internal business systems such as HR and payroll as well as triggering approvals emails. This combination of technology significantly speeds up the time needed to onboard new employees, improving compliance through greater accuracy of data and employee satisfaction.

2. No Code

A no-code approach to Conversational AI Assistant implementation means that organisations can alleviate the pressures on IT Teams, through enabling operational teams such as HR, Sales, and Customer Service to build and manage projects themselves. Improving speed to deployment and ROI. Crucially, a no-code approach takes the complexity of AI away from users and enables them to create meaningful experiences based on their knowledge and in a language that they understand.

In platforms such as Humley’s Conversational Assistant, no-code is achieved through several different approaches, which are designed to make the platform as easy as possible to use and quick to deploy. Below is a summary of some of the technology approaches which support no-code.

Automatic Document Ingestion

Powered by AI, automatic document ingestion enables the Conversational Assistant platforms to utilise the information contained within them to create a series of potential user intents or journeys. Automatic document ingestion significantly reduces the time needed to start building personalised experiences for end-users (customers, employees, suppliers) and means that there is no need to build Conversational workflows from scratch.

Pre-Built User Experiences

Through extensive experience working with departments such as HR, IT, Sales, and support across global organisations, Humley has created a series of pre-built user experiences which are ready to use or customise by customers. From employee onboarding to claims submission and IT support. This means operational teams can simply select the experiences that are most relevant to their use case and implement them in just a few clicks.

Pre-built Integrations

As highlighted previously, integrations are crucial for elevating the user experience and functionality of a Conversational AI Assistant, however incorporating these integrations into platforms can be time-consuming and requires technical support. With platforms such as Humley’s all the key integrations that an organisation might need are already pre-built – ready to use right out of the box. This means that businesses can immediately access all their key information and enable users to perform actions within hours, further delivering the benefits of a no-code approach.

3. Personalisation

Personalisation is key to delivering amazing customer, supplier, and employee experiences and this is far more than just scraping a user’s name from a live interaction. Personalisation within a conversation is what keeps the user engaged and helps to deliver exceptional experiences and differentiation.

Through the application of Natural Language Processing (NLP) and Machine Learning a Conversational Assistant can understand the true meaning and intent of a user request or query. Applying sentiment analysis and previous learning to identify the outcome the user is seeking and deliver the accurate and personalised response in seconds. This functionality is enhanced by the utilisation of integrations which enables the instant secure retrieval of information such as annual leave allowance and even order details.

All of these elements combine to ensure that a personalised experience is delivered to users, creating more engaging and satisfying interactions.

If you would like to find out more about how a Conversational AI Assistant could transform your processes and user support, get in touch today.

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