Balancing ease of use with functionality in Conversational AI technology

Balancing Ease of Use with Functionality in Conversational AI Technology

Should you sacrifice one for the other?

There is no denying that Chatbots and Conversational AI are a hot topic this year, with Gartner finding that over 50% of enterprises they surveyed considering more investment in the technology.

This increase in demand has partially been driven by a change in consumer and employee communication preferences following the pandemic, but also the increased sophistication of the technology which means it can help deliver efficiencies across a broader range of use cases.

This has resulted in the technology progressing far beyond transactional exchanges in customer support to more meaningful actionable conversations. Not just for end consumers but also for employees and suppliers within processes such as HR, supply chain, finance, and IT. As a result, Conversational AI technology is high on the agenda for many enterprises.

So, the question is how do organisations select the best technology for them?

With the vast array of solutions on the market, it can be difficult to ‘see the woods from the trees’. Broadly speaking (although important to note there are exceptions), within the Conversational AI space technologies can be defined by two core attributes – ease of use and technical functionality. Both have their benefits.

Leading with Ease of Use

A Conversational AI platform that leads with ease of use means that it can be easily implemented and managed by subject matter experts and internal teams.

The solution can be more reactive and flexible to changing environments and the needs of users – helping to deliver more engaging experiences. Additionally, this approach often reduces the reliance on IT teams to implement solutions, freeing up vital resources and speeding up deployment times.

Leading with Technical Functionality

On the other hand, some solutions focus more on the technical functionality of their platform.

Enterprises can do far more with the solutions in terms of delivering services, potentially leading to greater ROI – from actionability through integrations with business systems and RPA bots to encompassing the latest AI and Machine Learning techniques.

Whilst both approaches are valid and can work for some organisations, what you find is that platforms that focus on ease of use often fall short because they lack the functionality to deliver comprehensive and effective solutions, and those that focus on technical functionality become so complex that they are rarely adopted.

But what if you could combine both approaches? A solution that is not only user-friendly but also has all the technical functionality to deliver services that exceed user expectations and generate efficiencies.

Humley’s Conversational AI Assistant Platform Delivers Just That . . .

balancing both ease of use and all the functionality that businesses need.

Our user-friendly tooling means that even a technology novice can build and implement chat solutions that deliver a high level of functionality.

Humley’s solution comes ready to deploy with pre-templated integrations into leading business systems (SAP, Breathe, Oracle, etc.) and bot processes (UiPath, Blue Prism, Automation Anywhere) that can be quickly selected and added to experiences.

Additionally, Humley’s solution automates the set up of conversational experiences – from training down to creating the conversations and flows themselves. All of this means that the tech can be put into subject matter experts’ hands whilst not sacrificing vital features and functionality leading to faster deployment times and benefits.