Category: Conversational AI

  • Soft Data & Conversational Insights to Build Smarter Re-Engagement With Your Customers

    Customer service has to be customer-centric. This proves the need for organizations to drive maximum focus on customers if they want to succeed in the longer run. If you want to retain your customers, a one-time engagement is not enough. Hence there arrives a need for re-engagement. And what can be a better tool than conversational AI to do so? Before we dive deep into the same let’s understand the concept of soft data.

    What is Soft Data?

    Soft data is a type of data that is typically difficult to quantify or measure in a unit. It is mainly subjective and hence leaves the scope for interpretation. As part of the strategic planning process, soft data is mainly used in competitive analysis, trend research, and market description.

    Soft data plays a key role in strategic planning by providing subjective opinions about the business environment and predicting likely future developments, contributing to strategic early education, and promoting creativity in the strategy development phase.

    What is Conversational AI?

    Conversational Artificial intelligence is an integration of chatbots and other virtual agents. Consumers can interact with this type of AI and it’s as good as interacting with a human being. It is not just another chatbot it is a wider concept that involves active conversation and interpretation.

    An image showing the different demographics of a customer/user profile/persona.

    What is a Unified Customer Profile View?

    To be precise it is a comprehensive view of customer data. It automatically stores basic customer details such as location, payment history, contact number, and several profile details along with chat history, past purchases. In a way everything about customers since they first started interacting with your business.

    Convert auto stores this soft data for future use. It is all about getting soft data and understanding the buying pattern and tendencies of customers. It helps you pull the pieces of the jigsaw puzzle you were aiming to complete. A smart way of doing business, isn’t it?

    How can Conversational AI Help in Building Unified Customer Profiles & Re-Engaging with Existing Customers & Why is it Important?

    Conversational AI helps you with the basic details of customers and makes it convenient for you to build a profile on that basis. Facilitating meaningful interactions. In the nick of time, the data keeps building up which ensures brilliant re-engagement as you already have the data related to customer needs. This further adds up to the overall customer experience.

    A comprehensive customer profile equips businesses to create more engaging customer experiences, run relevant and targeted outreach campaigns and improve customer satisfaction. The five biggest benefits your businesses can see are:

    • Rapid response delivery
    • Customized experience
    • Enhancing cross-department communication
    • Relevant outreach campaigns.

    We have elaborated on these factors for you.

    1. Rapid Response Delivery:

    When you have the customer data handy it becomes easier to provide a spontaneous and quick response. The quicker you are the better the deal strikes. When it comes to re-engagement the insights can be a good way to connect with the customer. A comprehensive set of insights ultimately boosts sales.

    2. Customized Experience:

    Who doesn’t like things personalized? Salesforce Research showed that 63% of consumers expect B2C businesses to know their needs and expectations. For B2B, this number is 76%. According to another report (Accenture), 91% of customers are more likely to shop with brands that offer them relevant recommendations.

    The soft data and insights provided by convert make it easier to provide customers with a customized experience. When the customers get personal recommendations they are more likely to stick to your brand.

    3. Enhancing Cross-Department Communication:

    Communication is the key they say, but when it is done manually there is a risk of some details getting lost due to human error, but when you have the insights with you the communication cycle operates smoothly. A unified customer profile aligns sales, marketing, and support teams, across channels. When you are well informed there is less chance of error and more possibility of growth. The insights can be useful in cross-selling and upselling.

    4. Relevant Outreach Campaigns:

    An outreach campaign is a method of identifying the influencers of your target market, contacting them, and encouraging them to promote your brand, services, or product. With the insights and soft data offered by conversational AI, you can fetch a particular targeted group and offer them a personalized experience outreach campaigns are equally effective for new and existing customers.

    With responses to varied questions by customers, your company can retain them with ease as you are already aware of their purchasing behavior. A strategic outreach campaign is crucial to attract customers and retain the existing ones.

    Concluding Thoughts:

    Everybody is cleverly doing the business but you can be unique and do your business more smartly, here conversational AI can be a guiding light. It not only ensures 24/7 engagement with customers but also collects the data that will further improve your sales.

    We cannot underestimate the power of soft data and insights provided by convert as it opens the doors for reengagement. With tools like these by your hand, you can rise and shine in today’s competitive market. It will surely enhance the experience of your customers, facilitating B2C efficiently. Schedule a personalized demo with our experts, to know more.

  • Is Metaverse the Next Channel of Brand Engagements?

    The Internet has changed the way people live their lives. It’s given us new ways to communicate, shop, and work. From communication to entertainment, it has brought about a lot of changes. People have become more connected in ways that were not imaginable just a few decades ago. And a stepping stone toward this process of never-ending technological evolution is “Metaverse.”

    Many CEOs including Mark Zuckerberg and Satya Nadella have talked about it and termed the metaverse “the future of the internet.” Metaverse (by Meta), is a collective virtual open space, created by the convergence of virtually enhanced physical and digital reality (VR and AR) which is physically persistent and provides enhanced immersive experiences. With giant companies like Microsoft, Apple, Samsung, Adidas, and Atari already taking participation makes Metaverse the talk of the town. 

    But why does Metaverse matters? How Conversational AI can enhance its performance? And lastly but most importantly, Can Metaverse be the next vital channel of brand engagement? All of these questions will be answered in the following blog.

    What is Metaverse?

    Metaverse is the next big thing for businesses! Everyone is talking about it. And why not? The global pandemic has brought us closer to the digital world like never before, throwing us into the exciting new world of augmented and virtual reality. But what exactly is Metaverse and why one should care? These are some of the questions that everybody has but has no definite answers to.

    Well, to put it simply, Metaverse is characterized as an expansive virtual space where users can interact with 3D digital objects and virtual avatars in a virtual atmosphere that majorly mimics the real world. This makes the metaverse the other side of the real world we currently have. 

    As of now our current internet experience is dimensional which means if you need something, you surf and scroll across the internet on a screen until you find it but the metaverse will take a further leap into this and will let you experience three dimensional spaces via connected headsets and/or glasses. People will be able to celebrate together, work together, and travel anywhere and everywhere without even being physically present there.

     And to answer why you should care it’s simple, Everybody loves updated tech and with Metaverse coming into play people and businesses will get to experience and exercise the new Web 3.0 which would be an immersive next-generation version of the internet, likely rendered by artificial intelligence (AI), spatial technologies, and extended reality (XR) which is the combination of virtual and augmented reality technology. 

    But to have a brief look into this let’s dive into the next section which lets us understand why Metaverse carries significance.

    Why Does Metaverse Carry Significance?

    The internet today is often the main entry point for millions of us to access information and services, communicate and socialize with each other, sell goods, and entertain ourselves. The metaverse is predicted to replicate this value proposition with the main difference being that distinction between being offline and online will be much harder to delineate. And all this will be made possible through the use of extended reality (XR).

    Metaverse will have a direct impact on multiple industries, which include manufacturing, education, communications and media, retail, electronics, engineering, and banking. Not to miss it will also have a massive impact on product and service marketing, branding, and sales roles in organizations, as chances are metaverse is going to be the next frontier for brand engagements. 

    The metaverse is all about making our digital experiences more immersible and interactive and the same could be achieved by dematerializing physical space, distance, and objects, via the use of extended reality, HMDs, artificial intelligence, and much more. But what happens once it’s done? Well, there will exist nothing that could be called impossible. Let’s suppose, Apple is conducting an event in Washington D.C that’s in the buzz and is much talked about. You want to attend it but can’t as you can’t afford to travel to a foreign country. But if the same event happens virtually inside the metaverse you’ll not only be able to attend it but can even have a personalized experience without even worrying about the best seat in the house.

    But what exactly should be expected by brands of Metaverse? To answer that, Metaverse will be expected to generate multiple on-demand virtual spaces and realtime actionable information for the masses which will further be put into the business by brands depending on their needs, & mention Artificial Intelligence specifically Conversational AI is going to play a huge role in the same.

    Conversational AI: Bridging the Gap Between Virtual & Real

    Recently, Meta CEO launched Builder Bot at a virtual event which is a voice bot that allows users to change their virtual surroundings with voice commands. According to him, conversational AI will play a crucial part in Meta’s vision of creating an immersive environment. And this in itself is a testimony to the key role conversational AI will be playing in the development metaverse.

    Let’s understand this via an example: At present, many organizations use sophisticated chatbots and virtual assistants to assist their users by performing various tasks such as guiding through products, booking hotels, making restaurant reservations, handling complaints, etc. The metaverse would also need virtual customer service – but with the presence of virtual avatars, it’s going to be one of the most interactive experiences where, users can engage in open-ended conversation, seek advice, crack a joke or even make you laugh in return.

    Conversational AI-powered avatars will be more feature-packed and will have the ability to engage with many of the modalities that people utilize, such as facial expressions, body language, emotions, and physical interactions, in addition to speaking which adds a lot to the overall experience. But does Metaverse has the potential to make it to the big circle of channels offering brand engagements? We’ll explore that in the upcoming section.

    Why Metaverse Can be the Next Channel of Brand Engagements?

    In 2020, Lil Nas X’s show on Roblox drew over 33 million viewers, In 2021, Travis Scott’s Astronomical show saw a massive crowd of 45.8 million virtually. All these are just a handful of examples of how big the impact of a metaverse in the coming times when it’s developed can be.

    As of now, the metaverse is uncharted territory. Some people may slither at the prospect of running a new channel, while others will be rubbing their hands at the opportunities. But sooner or later Metaverse is likely to become the next big channel for brand communication and engagement. And following are some of the reasons to support the same:

    1. The Advent of Web 3.0:

    Web3 is the next generation of the internet that uses blockchain technology, decentralized autonomous organization, and runs on token-based economics. Many earlystage applications for web 3.0 exist al -eady, one of which is Metaverse. And being early in the game of technological innovation gives metaverse a headstart. The majority of consumers and businesses love being updated and with the coming of Web 3.0, the fascination flows which will be a driving force for consumers and brands to use the services of Metaverse.

    2. Gen-Z Prospect:

    Undoubtedly, Gen-Z and the upcoming generations are going to be active users of the Metaverse considering its rich immersive features and with a huge proportion of the youth being on the metaverse will force brands and businesses to make themselves and their services available on the same to gain exposure and profits. Many brands like Nike, Adidas, Balenciaga, and Apple have already started building their stores in the metaverse.

    3. The Pandemic Factor:

    Due to the lockdown during the pandemic almost every other work was done online. May it be education, work, banking, events, and whatnot. It made us understand that even after having distances, problems, and restrictions with a little bit of effort and collaboration every work can be done online effectively.

    And over everything, it gave everyone freedom to do everything at their own pace and in the comfort of their houses without risking their lives. Metaverse is bound to offer the same experience but in a more personalized and immersive manner. And who wouldn’t love to acquire these offerings? Probably no one.

    4. Early Adoption & Personalization Dynamic:

    Let’s be clear; It may take years if not longer before the most relevantmetaverse use cases solidify, but the impact of early adoption on a brand’s success cannot be overstated. If retailers can understand how to engage in the metaverse hand-in-hand with their trading partners, they open themselves up to connect with new audiences on new platforms through a streamlined sales process. And this in itself is a huge opportunity for businesses. And talking of personalization, there doesn’t exist a single consumer on the internet who doesn’t love the addition to personalization. The more you provide the more they demand.

    But with metaverse, you have the opportunity to present the best-in-class immersive user experience all in a single place.

    5. One Platform for Anything & Everything:

    Metaverse is a universe consisting of a plethora of services and features. Almost anything and everything can be done inside metaverse and that too in a much more immersive way. It has everything you’ll ever need in a single place.

    Whether it’s organizing virtual events or commercial sales, whether it’s banking or it’s playing games, whether it’s a business meeting or an educational outing it has the capability to manage all in a single place. And this is one of the main reasons why metaverse is a potential channel for brand engagements.

    How Can Ori Help?

    We are a global player in the nextgen conversational and AI tech industry, Oriserve leverages next-gen tech to build chatbots, voice bots, and conversational AI systems which use NLP  that increases business efficiency and supports collaboration, and information orchestration, as well as intelligent analysis.

    If your company is new to the metaverse, it would be wise to understand the vast opportunities the technology is prospected to offer. We, at Ori, can help you take baby steps into the metaverse and help you explore retail experiences and environments from different industries in the virtual world along with also letting you understand why conversational AI plays a huge role in the same.

    To know more, please feel free to schedule a personalized demo with our experts.

  • How to Convert Your Traffic to Buyers Through Hyper Targeted & Hyper Personalised Experience?

    Businesses large and small, are increasingly finding it difficult to convert their traffic to buyers. We put together a quick read on how you can get your traffic to convert better by offering your users a hyper-targeted and hyper-personalised experience.

    Intro:

    It is fundamental to human nature to be more inclined towards things and people that make us feel special.

    It’s on this premise that brands and organisations go that extra mile to make us feel more special – either through a touch of personalisation or a curated experience.

    It’s maybe due to this reason that, customised goods and services are globally preferred by people; Forbes published a list that shows the power of personalisation through various consumer statistics. Everybody loves the convenience of personalised service and especially so as it comes accompanied by a sense of self-importance.

    A personalised experience is something that today’s customers expect – whether it be a customer purchasing an Insurance plan, an Automobile, a new mobile plan or a SAAS product for his business.

    Making your customer feel special through a hyper personalised and a hyper targeted experience is like rolling out a red carpet for them, making them feel special and something that can encourage conversions for your business as well.

    The following paragraphs share some insights on how your brand can effectively convert traffic to customers through use of a hyper-targeted and hyper-personalised experience, but first – let us understand why most businesses struggle with personalisation and hyper targeting in the first place?

    Why do Most Businesses Struggle with Personalisation?

    When it comes to creating a hyper-personalised and hyper-targeted user experience, businesses struggle with a personalisation and targeted strategy due to inefficiencies in recording, organising and storing real time data.  

    The one thing that can exponentially impact building a personalised and curated user experience is access to real-time insights and user data.

    Having a smooth-functioning system in place for recording, organising, and accessing real-time data is a prerequisite to building a personalised and targeted communication strategy for your business. 

    This data will provide you with the right information and insight about your target audience including not only what they expect from your brand, but how they perceive it currently.

    Having access to real time insights on customers, the conversations they are having with your brand, the kind of questions they are asking when they are interacting with your businesses, goes a long way in creating an effective personalised communications strategy. 

    About 70% of marketers struggle with outdated data. And this outdated data gravely impacts conversions and can rarely be communicated to actionable insights that can be passed on to sales reps.

    What if there was a way to capture all this real time consumer intent, insights and customer questions and at the same time enrich the CRM in real time – passing this information across the sales funnel to relevant sales reps?

    Convert AI can help to accomplish precisely this. By gathering real-time insights from customer conversations, matches these conversations against intent, and performs funnel mapping for each customer, ultimately feeding the collected data to the CRM system for real-time use.

    Now that you have your data insights in place, let’s move on to building a hyper personalised and hyper targeted strategy that can help you convert.

    Understanding Your Traffic

    The first step towards building the actual system, which will utilise the collected data to provide a hyper-personalised and hyper-targeted user experience, is understanding your target audience and your user traffic.

    You must know who they are, where they come from, what kind of content they find appealing, and what kind of questions they have regarding your business. Only through collecting and using this knowledge can you engage in a personalised conversation with the user.

    Additionally, another seemingly small but effective personalisation technique is to create custom user journeys or custom landing page for different sources of traffic.

    A different landing page when the user is landing on to your site via a WhatsApp message, another when coming via an Ad on Google and yet another when coming via a Facebook Ad. This is an easy way to provide a semblance of personalisation to your target traffic.

    User lands on custom landing page. Your personalised digital sales rep initiates a conversation – Intent based conversation based on previous and current interaction – personalised recommendations basis conversation.

    Here, the presence of a digital sales representative is beneficial as it can efficiently gather information from the CRM system and provide a context-rich, highly-personalised, and targeted conversation to old and new users alike.

    Convert traffic on your Ads itself. From ads to closure via a single hyper personalised touch point.

    Marketing nowadays is all about full-funnel marketing, that is, the engagement and retention of consumers across the consumer funnel. While marketers earlier focused on only top-of-the-funnel metrics such as clicks, page views etc, marketers today need to focus on growth, sign-ups and retention.

    With all these complex digital click-throughs, at times, personalisation and context relevance can take a back seat.

    A conversational ad is so much more than just a regular ad that can only be used to get a particular message across to the users. Here the users can give their inputs in return and a whole conversation can take place via the interactive and hyper-personalised design of these ads.

    Convert Your Traffic via Conversational Ads

    Conversational ads greatly simplify the user experience by bringing the conversation to a single touchpoint.

    This can have a great positive impact on conversions because of the ease of use and the highly personalised and targeted experience. These ads also enable a marketeer to bring the complete functions of the consumer funnel to a single touchpoint.

    ORI’s Conversational ads, developed in partnership with Google, seamlessly sync with your CRM system and powered by ORI’s AI-enabled bot provide a wholesome experience that leads to higher conversions and improved ROI and ad spend.

    With Conversational Ads, complex digital click throughs are a thing of the past.

    Outbound on Steroids

    Personalisation doesn’t just have to be about inbound, it can be via outbound too. Google RCS messaging brings a personalised, highly targeted, media-rich, and interactive user experience to the native Android messaging app.

    RCS business messaging has come as a major upgrade to the outdated messaging system, which was boring and easy to ignore. The new interactive feature is highly engaging and a lot more likely to bring in conversions via conversations.

    The statistics make it clear that a positive impact on traffic and overall engagement can be expected from this new highly personalised and targeted feature which will all inevitably result in a higher conversion rate.

    Google RCS messaging enables you to send outbound messages to your audience that are not only highly personalised, but highly contextual basis the actions a user has taken on your site or app, or basis how they have engaged with a particular piece of content.

    These contextual messages along with Rich Media are designed in a way to guide traffic back to your site. Additionally, Google RCS along with ORI’s cognitive digital sales assistants can automate customer conversations at scale for an unparalleled personalised and contextually relevant user experience.

    Making the Online & Offline Aspects of Your Business Work like Magic

    When you are running your business both online and offline, online interactions can also have a great impact on offline sales. This online interaction includes the collection and analysis of data directly provided by the customer as well as the data insight collected through interactions with your smart cognitive digital sales representative.

    When this data is organised and fed into your CRM system, the CRM system in turn redirects this data to your physical outlets or the outlet closest to the customer’s location.

    Later, when the customer visits the said outlet, the support staff already has all their relevant information, making it a delightfully efficient experience for all.

    Through ORI’s cognitive AI platform, Convert, it is extremely easy to provide a personalised experience through a perfectly synced online and offline system that tracks and passes user insights and data in real-time, so that customer facing staff and store managers are on top of what is happening.

    Imagine, you run an omni channel businesses, such as an online + offline eyewear store. A customer interacts with your business via your site or app. On your site, mobile app or messaging app a customised digital sales rep collects relevant information such as the customers location, frame sizes, favourite colours, spectacle number etc.

    Your customer then visits the store, and your store already knows details such as his favourite colours, spectacle numbers and other details, giving a personalised and effective experience, leading to a quick conversion and brand loyalty.

    This is and a lot more can be achieved through ORI’s cognitive AI platform, Convert.Convert beautifully syncs with multiple CRMs, regional store locations and multiple consumer touch-points to give real time insights on user intent and context which can be used to craft an effective personalisation strategy that is sure to improve  your conversions across the funnel. Schedule a demo with our experts to know more.

  • The Next Generation of Insurance: 5 Conversational AI Use Cases Driving Industry Growth

    As the insurance industry continues to grow and evolve, so does the technology that powers it. One of the most exciting advancements in recent years has been the integration of conversational AI into insurance services.

    Conversational AI refers to the use of natural language processing (NLP), machine learning, and other forms of artificial intelligence to create human-like conversations between systems and consumers.

    The Global conversational AI market is valued at $6.18 billion in 2021 and is expected to grow at a CAGR of 23.6% from 2022 to 2030. Implementing conversational AI in the insurance industry benefits customer experiences, increases efficiency, and reduces costs of claims and fraud detection. It’s transforming the way you operate and driving industry growth.

    Let’s take a closer look at five powerful use cases for conversational AI in insurance services:

    Use Cases Of Conversational AI In the Insurance Sector

    1. Automated Claim Processing:

    In 2019, a Statista survey showed that 44% of customers are comfortable using chatbots for insurance claims and 43% for buying policies, indicating high chatbot acceptance in insurance. Using conversational AI you can automate the claims process, which reduces processing time and improves accuracy overall.

      Customers can submit claims to you via chatbots or voice assistants, and Ori’s conversational AI can use NLP to extract relevant information, such as the date and location of the incident, the type of coverage the customer has, and any relevant policy details.

      2. Providing a Seamless Omnichannel Experience:

      According to a study by Capgemini and Efma, 70% of customers expect a multi-channel experience for policy research and purchase. Conversational AI enables you to engage with your customers across multiple channels seamlessly.

        This technology can provide customers with consistent and personalized experiences across channels, enabling them to switch between channels without losing context.

        3. Real-Time Risk Detection:

        Conversational AI can monitor social media and other sources for potential risks in real-time, such as weather events or cyber threats. This helps you respond quickly, reducing the risk of claims and improving customer satisfaction.

        4. Digital Personalized Guidance:

        As reported by The Economic Times, out of the 138 Bn. people, around 30 percent of Indians do not have health insurance of any kind. By using conversational AI to create personalized guidance for customers, you can improve customer engagement and satisfaction.

          Chatbots and voice assistants can be programmed to provide personalized advice based on a customer’s individual needs and preferences, such as the best coverage options for their lifestyle or advice on how to reduce their risk.

          5. Personalized Up-selling and Cross-Selling:

          Conversational AI can analyze customer data and make personalized recommendations for additional products or services, increasing revenue for your business.

          Wrapping Up:

          In short, conversational AI is transforming the insurance industry by improving customer experiences, increasing efficiency, and reducing costs. Its ability to automate claims processing, offer personalized guidance, and enhance underwriting quality assurance is driving industry growth and transforming the way you operate.

          Now if you’re an institution in the Insurance sector, from servicing to claims management to risk management and beyond, let Ori’s conversational solutions automate mundane tasks, and give you the results you truly deserve.
          Say goodbye to inefficiencies and hello to exceptional results. Whether you’re a small business or a large institution, Convert by Ori has the tools to transform the way you work. Don’t just take our word for it, see it for yourself. Request a free demo today.

        1. Top 5 Automotive Use-Cases for Conversational AI (2025)

          Artificial intelligence is one of the primary technologies that has enhanced user experience and set the way for the evolution of the automobile sector in a number of ways. According to an analysis, the value of AI in the automotive sector will reach $10.73 billion by 2024, which is not surprising given the variety of use cases it can be put up to.

          Particularly conversational AI is having a significant impact on how automobiles are designed, produced, and used. As we live in an experience economy, consumers now buy experiences rather than just products. Nobody likes having to wait for hours for a salesperson or customer service agent to respond to a simple query, and conversational AI is a single, effective solution to all these issues.

          Keeping the above points in mind, the following blog will discuss the top 5 use cases of AI in the automotive industry that are paving the way to a connected future.

          Use Cases of Conversational AI in the Automotive Industry

          1. Conversational AI Enables Sales:
            It’s no secret that sales are every auto manufacturer’s first priority. Although traditional sales channels are essential, digital contact points attract the necessary audience.

            The intent and conversions are significantly increased when real conversational AI is integrated across all such digital communication platforms, including the website, Google Search/Display Ads, WhatsApp, Social media messages, etc. For Bajaj, Ori enabled one such conversational solution, which resulted in an 8X increase in digital sales.
          2. Enhancing the Customer Experience:
            Omnichannel chatbots and virtual assistants powered by conversational AI are being used to provide personalized, on-demand assistance to customers. These AI assistants can answer a wide range of customer inquiries, such as answering questions about a specific vehicle model or helping a customer schedule a service appointment.

            Recently, Ori and Tata Motors (Altroz) collaborated to develop a “Google Assistant pre-test drive to in-care synchronized experience” that highlighted the safety aspects of the vehicle as the key factor for test drives. Eventually, this sparked interest, which increased the number of test drives by an astonishing 4 times.

            By providing quick and accurate responses to customer inquiries, chatbots and virtual assistants help in improving the overall customer experience.
          3. Scheduling Test Drives:
            For the employees, collecting the information of customers planning a test drive is tiring and somewhat challenging. But without human intervention, this work can be simply accomplished by the use of conversational AI. AI chatbots nowadays are perfectly suited to gather information and schedule test drives for customers and with Ori’s push-based intent sensing mechanism, it becomes way more simple.

            Hence, with chatbots in use, scheduling a test drive without having to wait becomes simple and hassle-free for both businesses and customers.
          1. Improving in-car experiences:
            While traveling, customers require an immediate response. They need timely, precise responses to their queries. And what better tool to assist and answer customers than an AI chatbot can be?

            When a customer needs assistance right away, chatbots can quickly handle their inquiries and offer immediate support. By conceptualizing the idea of a “Talking Car,” which resulted in a seamless upgraded experience from smartphone to android auto, we at Ori carried out the same in Tata Altroz.
          1. Enhancing supply chain management:
            Conversational  AI is also being used to optimize and streamline the supply chain in the automotive industry.

            Predictive analytics tools, for example, can be used to forecast demand and optimize production and inventory levels. This can further help in reducing waste and improving efficiency across the supply chain.

          Bottom Line:

          The advantages of implementing conversational AI like Ori are obvious. With features like Multilingual assistance offering service in +120 languages, Omnichannel presence, a hybrid approach, and flexible deployment, It carries the capability to accelerate your business’s sales and client loyalty through the roof. You don’t have to believe us; you can test it out on your own and see the outcomes.

          The use of AI chatbots in the automotive sector has significantly improved our clients’ perceptions of both customer satisfaction and overall customer experience. Schedule a demo right away if your company is ready to take a leap forward.

        2. 5 Key Developments in the Adoption of Conversational AI

          Chatbots represent a new trend in how people access information, make decisions and communicate.”  — Christie Pitts ( Verizon Ventures)

          Hey Alexa…play BTS Butter

          Have you wondered, how even a 5-year-old today is so comfortable interacting with an AI? To think about it, it’s almost an extension of our brain now. 

          Something comes to my mind and I inform Alexa, it communicates back, which allows me to process my emotions. To say the least, AI has become integral to every sphere of our daily routine.

          At Ori, we innovate, create and deploy conversational AI solutions for global brands across the sector. As per Gartner projections, the market for conversational AI platforms was worth $3.8 billion globally in 2021, rising 55% from the previous year. 

          Till now, in 2022, Ori has handled over 2 billion conversations. Assisting customers of brands find the right product, making a seamless purchase experience, and even managing customer support. 

          As we near 2025 we list 5 key developments in the adoption of Conversational AI.

          1. Real conversational AI:
            A lot of experience today with chatbots can be boring and sometimes frustrating too. That is because most of the bots are simple rule-based responses. However, advanced chatbots like “Convert” can actually understand intent and context and respond with intelligence.

            As chatbots become more communicative and cognitive, the user experience will improve as the next significant step. Real conversational AIs will comprehend sentiments and make interactions almost human-like. Real conversational AI will become an integral part of a superior customer experience for brands.
          2. Truly multi-lingual:
            There has been a lot of research conducted on making AI comprehend languages than simply translating from English. Chatbots will soon be proficient in multiple languages, including Hinglish and even various dialects. At Ori, we have filed for a patent for the way we process languages. We’ve modeled our language tech stack on how the human brain learns and understands languages. In the coming months and years, we expect the industry to implement conversational AIs that can mimic its customers’ language, without simple translations.
          3. Way more than “if this then that”:
            The first ever chatbot was created way back in 1960 by MIT professor Joseph Weizenbaum. By 2022 the evolution of chatbots has been phenomenal, to put it simply. In the next few years, we will see conversational AI become as smart as “J.A.R.V.I.S”. Users will be able to have conversations than just give instructions. And based on these conversations, AI will recommend the best buying options, help users realize their needs and wants and be able to fathom complex emotions. The interactions will be more intuitive than based on triggers.

            According to Juniper Research, advances in NLP and Machine learning will lower the current failure rate of AI engagements, making conversational AI far more robust and valuable for customers.
          4. Unsupervised learning:
            It so happens that as we mature, we begin to learn how to think more effectively from our own experiences. Independent of any assistance or direction from adults or our teachers. Because we’ve put our minds through repeated training over the years, we begin to understand the key points from a specific piece of information. AIs will advance on this path in 2023. AI can classify hidden patterns of complex human thought without assistance or special training, thanks to unsupervised machine learning.
          5. Almost human-like cognition:
            There is no denying that we adore someone who is attentive to our feelings and moods. Because you don’t need to express your feelings to that person. By 2023, chatbots will be more communicative and cognitive, and AI will be able to do the same by using sentiment analysis.

            In addition to giving chatbots human-like abilities, this will improve the user experience going forward. Because we understand that deploying a chatbot involves more than just providing speedy responses; it actually involves delivering a positive customer experience.

          “Let’s go invent tomorrow instead of worrying about what happened yesterday.” — Steve Jobs

        3. The Most Important Conversational Marketing Chatbot KPIs For Success

          According to industry research, 85% of customer interaction will be handled without human agents by 2021. One of the most widely used tools to enable this customer service is the chatbot.

          Businesses considering adding a chatbot to their marketing stack should focus on specific KPIs to measure the chatbot’s effectiveness. Chatbots are not set and forget software but constantly need improvement. However, businesses need to monitor chatbot analytics and KPIs to know what to improve. Chatbots are rapidly transforming digital marketing strategies in direct-to-consumer industries, including fashion & apparel, e-commerce, retail, and automotive. They are being adopted for lead generation, guided shopping experiences, and scaling personalized experiences beginning with the first ad touchpoint.

          Marketing conversational chatbots streamline relationships with customers and marketing acquisition funnels. The introduction of conversational AI chatbots has allowed businesses to enhance customer communications by developing meaningful relationships, recognizing customer requirements, and offering the appropriate solutions to satisfy their needs. 

          Chatbot Benefits for Organizations

          The capabilities of chatbots and AI have led many businesses to scale up, providing enhanced operations and delivering better services to customers. Chatbots are not only available 24/7, but they also have other benefits. As chatbots continue to assist companies leverage customer service inquiries, the companies are also discovering more capabilities in which chatbots can be used to streamline tasks. A comprehensive list of chatbot benefits has been mentioned below: 

          1. Cost Savings:
            Company requirements to expand the customer service department can be managed by implementing increasingly capable chatbots capable of handling complex queries. The implementation of chatbots requires a one-time investment cost with additional investments in the future to ensure security and improve the chatbot’s functionality. However, this cost will be lower in the long run than employing many customer service representatives. 
          2. Faster Internal Processes:
            Chatbots can be used to improve internal communication and procedures for simple queries. Chatbots can be used in the onboarding process. IBM reports that 72% of employees don’t understand the company’s strategy. A chatbot could help answer employee questions about task prioritization. 
          3. Increased Sales:
            Chatbots boost company sales by offering a frictionless platform for presenting users with algorithm-driven recommendations that can smartly introduce customers to new products and services. The constant use of data by chatbots assists in providing personalized recommendations. Bots can also boost sales due to 24/7 availability and a fast response rate. The instant response time of chatbots ensures that the customer is constantly engaged throughout their customer journey. Chatbots can be leveraged to increase customer engagement with timely tips and offers. 
          4. Gaining a Deeper Understanding of Customers:
            Online customers rarely get to talk to businesses directly. Therefore, chatbots provide businesses with detailed, actionable data on customer requirements and grievances, helping the company improve its products and services. Chatbots are ideal tools for brands to learn about their customers’ expectations. Using the data provided by the chatbot-customer interaction, customer-specific targets can be planned. 
          5. 24-hour Availability:
            Keeping a 24/7 response system allows sellers and customers to communicate continuously. Of course, this benefit is proportional to the level of chatbot sophistication. Chatbots that cannot serve simple customer queries fail to add value despite 24/7 availability. 
          6. Instant & Consistent Answers:
            A customer service representative can resolve the queries of one customer at a time. However, a chatbot can answer multiple questions simultaneously due to the advanced software mechanisms and the scalability of chatbots. Talking to different customer service representatives of the same business could result in inconsistencies in answers. However, chatbots function on pre-determined frameworks and leverage their answers from a single source within the command catalog. This minimizes the possibility of inconsistency in responses. 
          7. Conversation Records:
            Most chatbots can record the conversation and provide the customer with a copy of the chat transcript. The chat can also be archived, and the user can be issued a support ticket for it, thus providing context to the live agent and helping in faster resolution. 
          8. Multilingual:
            One of the advantages of chatbots is that they can be programmed to carry out conversations in multiple languages by asking the user’s preferred language either at the beginning of the conversation or automatically switching to the regional language based on user location. This is useful for global brands operating in different markets.  
          9. Programmability:
            Since chatbots function on pre-determined codes, they can be programmed to carry out various tasks as long as programmers continuously update their command catalog to improve their functionalities.
          10. Personalization:
            The conversational AI capabilities of chatbots can store and leverage user interaction history to provide more personalized interaction. The chatbots can instantly draw up users’ background information to resolve their issues quicker. Chatbots can analyze the history of user interactions with a company to give a personalized experience. 

          Why do Chatbot Analytics Matter?

          Chatbot analytics help determine the success of the chatbot. They can also provide valuable insight into opportunities for business growth and retention strategies. Businesses must be aware of the chatbot’s benefits and capabilities by constantly measuring its performance. This can only be done by knowing the key chatbot metrics, which is an important aspect and a decisive factor for business success.

          Chatbot success metrics are important because they offer a wealth of data about the bot and its customers. Businesses should monitor how customers interact with the chatbot to ensure they continuously improve their experience, meet the set goals, and get a good ROI.

          In some cases, businesses do not get the desired results from chatbots because they have been optimized for the wrong metrics. Chatbot analytics helps businesses track important KPIs and make data-driven decisions.

          The following are some significant areas where chatbot analytics are critical:

          1. Understand Customer Satisfaction:
            By using conversational AI customer analytics, businesses can understand customer satisfaction after interacting with the bot. Artificial intelligence allows the chatbot to measure user sentiment. 
          2. Measure Business ROI:
            57% of businesses agree that chatbots deliver significant returns on investment (ROI) for minimal effort. Chatbot analytics helps measure the KPIs such as total leads generated, total issues resolved, estimated time to handle individual queries, and annual handling costs that aid in comparing its performance with other channels. Using these metrics, businesses can make calculated business decisions on the additional investment in required areas.
          3. Understanding Customer Journey:
            Businesses need to visualize key aspects of the customer journey to make data-driven decisions such as user paths and exit points.

          Most Important Conversational Marketing Chatbot KPIs 

          Merely automating business tasks with an AI chatbot isn’t enough. Automation should focus on implementation and customizing the chatbot to achieve the desired goals.

          There are 25 chatbot KPIs that can help brands maximize the success of conversational marketing chatbots. These measurements are indispensable for tracking the chatbot results, identifying problems, and improving performance. 

          1. Total Number of Users:
            This KPI represents the total number of active, engaged, returning, or new users who have used or are using the chatbot. The total number of users who interacted with chatbots is one of the primary KPIs businesses should track. 

          Active Users:

          Active users are the number of users who interact with a chatbot without waiting for the bot to initiate a conversation. This can reveal helpful information about customer preferences. These users interact with a real purpose and thus will be more engaged.

          Engaged Users:

          Engaged users are significant because they represent active users who have repeated sessions in a short period. These users see the value in using the chatbot. They are satisfied using the bot and keep returning to the business. 

          Returning Users:

          Returning users are neither new nor engaged. After using it, these users came back to the chatbot but are not yet using it at regular intervals. The higher the number of returning users, the better, highlighting the number of users who find the helpful chatbot engaging.

          New Users:

          Equally important is the amount of new users the chatbot receives. High new user engagement can be an indication that the chatbot is popular. This metric shows the number of unique first-time users in a defined time frame. Using this metric helps assess the success of marketing or bot promotion efforts. New users help maintain a strong customer base as customer preferences change over time. 

          Tracking metrics related to users helps capture insights about the number of customers using the chatbot. Additionally, it also assists the business in understanding the overall impact and chatbot success. This is a fundamental KPI metric, but it gives an understanding of the popularity of the chatbot. This metric can also calculate other metrics such as conversion rate.

          1. Brand Interactions per User:
            Brand interactions per user describe the frequency of customer interactions with the chatbot during a given time. Interactions are defined as an active engagement a user has with a brand via the chatbot. This includes interaction using a quick reply chip, button, carousel call to action, or messaging. However, it does not involve seeing visuals or messages.

          Brand Interactions per User = Total Interactions / Total Users

          For instance, if a marketing chatbot generates 25,000 interactions from 10,000 users that engage with it, that equals 2.5 brand interactions per user. The number of brand interactions per user is essential as it helps to measure the depth of engagement with the marketing chatbot for each conversation. Measuring the brand interactions per user helps improve marketing chatbot performance and customer experience with each successful conversation as every touchpoint from discovery to conversion can be optimized. 

          1. Customer Insights per User:
            Each brand interaction with a chatbot provides declared data that can be leveraged to improve the chatbot’s performance and other marketing campaigns. This is information voluntarily shared by the consumer during a conversation. Declared data is valuable because it empowers brands to stop relying on assumptions. Declared data can be used to validate assumptions and identify customer requirements. This KPI is called customer insights per user. It is calculated by dividing users’ total declared data points for a given time.

          Customer Insights per User = Total Declared Data Points / Total Users

          For example, if the conversational marketing chatbot collects 250 declared data points out of 50 users, it provides 5 customer insights per user.

          Deep customer insights can be collected using a conversational marketing chatbot by defining attributes and values based on the responses collected. This creates a customer database that can be leveraged to segment, recommend tailored products, and provide actionable insights at scale.

          1. Chatbot CTR to Website:
            Conversational marketing chatbots are an effective channel for driving conversions and sales. Chatbots should be programmed to guide customers through each marketing funnel stage and improve conversion rates. Higher CTR leads to an increased volume of qualified traffic redirected to key assets like product pages. Chatbot CTR measures the number of clicks to the website as a percentage of people engaged with the chatbot.

            Chatbot CTR to Website = Total Clicks / Total Users x 100

          For example, if a marketing chatbot generated 1,000 clicks to the website out of 8,000 users, the click-through rate would be 12.5%.

          It is critical to optimize marketing chatbot conversations for click-through rates to increase return on investment. Brands should monitor conversational goals regularly and continually review the chatbot analytics to identify opportunities for improving CTR, conversion rates, and performance. 93.67% of calls to action use verbs like buy, visit, find, try, schedule, discover, browse, view, see, etc. 

          1. Matched Response Rate:
            Each customer has unique wants, needs, and demands. Unfortunately, many chatbot platforms cannot accurately map responses to tailored suggestions. They utilize generic approaches to natural language processing (NLP), making them unable to deliver answers and information tailored to the situation. Matched response rate is how often a marketing chatbot accurately fits customers with what they ask for. This KPI can only be analyzed for marketing chatbots utilizing machine learning and NLP.

          Matched Response Rate = Matched Responses / Total Messages x 100

          For example, if a conversational marketing chatbot accurately matches 500 messages from a pool of 1000, then the matched response rate is 50%.

          NLP-powered chatbots can determine specific intents in different contexts. Brands can leverage customer input and data to create more accurate templates for the chatbot to make better predictions and match suitable responses. FAQs are one way to improve matched response rates. They’re questions on products, shipping, and returns.

          1. Cost per Conversion:
            The cost per conversion is the total cost of acquiring a new customer. This includes the customer making a purchase, watching a video, or filling out a form. Since marketing chatbots drive conversions through guided shopping and personalized experiences, it’s essential to know the cost of each conversion action. This empowers the brand to discover ways to decrease cost per Conversion while generating revenue.

            Cost Per Conversion = Total Cost of Generating Traffic / Total Conversions

            For example, if the total media spend on a conversational display ad campaign was ₹5,000, resulting in 100 conversions, the cost per Conversion would be ₹50.

            Conversions and the associated costs can be tracked using UTM parameters on URLs in the chatbot. 
          1. Conversion Rate:
            The conversion rate of a marketing chatbot is the rate at which traffic from the chatbot is converted. These include a completed purchase, reaching a particular page, or scheduling an appointment. It’s calculated by dividing the number of conversions by the total traffic and multiplying it by 100 to get a percentage.

            Conversion Rate = (Conversions / Total Visitors from Chatbot) x 100

          For example, if a business generates 100 conversions from 2,000 total visitors to the chatbot, that would equal a 5% conversion rate. 

          Brands can track the conversion rate to understand how marketing chatbots perform compared to other marketing channels. It is a key performance indicator for the chatbot.

          1. Conversation Duration:
            The conversation duration may depend on the chatbot’s intention. For example, if the chatbot is required to guide a visitor to a demo request fast, a short time is good. It shows that the chatbot understands what is needed. A chatbot programmed to handle support questions related to products or services may have a longer average duration.

          Therefore, the ideal length of a chatbot session should be long enough to solve the user’s problem and short enough to prevent them from giving up. The chat duration measures the length of the bot and user interaction. Monitoring this KPI helps to gauge the chatbot’s effectiveness using the size of the conversation. It shows whether the bot can have meaningful discussions and keep the user engaged.

          1. Average Daily Sessions:
            This KPI tells how often users (new, returning, or engaged) are starting a conversation with the chatbot each day. It is preferable to have many daily sessions to show the chatbot’s effectiveness. The chatbot metric measures the interactions sent and received between the users and the chatbot. It monitors and provides information on its ability to engage in a conversation. Comparing this to other daily metrics, like average daily traffic to the site, estimates the percentage of users using the chatbot on any given day. 
          1. Bounce Rate:
            The Bounce Rate corresponds to the volume of user sessions that fail to result in the intended use of the chatbot. It refers to the number of user visitors who enter the website and leave without interacting with the chatbot. A high bounce rate shows that the chatbot fails to provide correct answers, help users with their requests, or is not engaging enough. This should prompt the business to update its content, rethink its placement in the customer experience, or both. This chatbot KPI needs to be observed closely, impacting the customer experience.
          1. Fallback Rate:
            Fallback is defined as the number of times the chatbot cannot understand what the user needs and cannot complete the task or redirect correctly. The fallback rate captures insights into those scenarios where the bot cannot understand the user request and provide a relevant solution. This metric measures the percentage of messages when the bot didn’t get user intent or failed to answer the user’s question. This metric is important because it helps to understand how often the bot has no answer and find areas for improvement.

            The higher the fallback rate, the lower will be the user satisfaction. If this rate is high, the business may need to add more content or reassess the chatbot’s natural language processing abilities.
          1. Activation Rate:
            The activation rate allows companies to determine how customers are selecting the chatbot option accurately. It refers to how many customers engaged with more than one question. This metric counts the number of unique users who sent a message within a specific time frame. As well as with total users, businesses can track the active user number to calculate the percentage of active users out of total users. Multiple metrics are included in this KPI, such as the number of users, how many opened a chatbot message, and the number of users who responded to the chatbot. Comparing these monthly data sets will enable brands to substantiate the merit of their investment or find better ways to use the technology more engagingly.
          1. Chatbot Response Time:
            Chatbot Response Time is the time taken for the chatbot to respond to a question or comment. This shows how quickly the chatbot can start responding to the user. Ideally, businesses want this number to be on the low since customers are using the chatbot with the expectation that they’ll receive a quick response. However, an immediate response means nothing to the customer if it’s not correct or doesn’t fully address their issue.
          1. Human vs. Chatbot Interaction:
            The human vs. chatbot interaction rate will indicate how efficiently the chatbot redirects conversations to a human agent.

          The human takeover of the interaction is one of the critical chatbot evaluation metrics that determine the bot’s success. It refers to two main scenarios:

          • The conversations that the bot cannot understand are transferred to the human agents as a fallback scenario.
          • To have a comprehensive discussion, customers prefer to communicate with a human agent rather than a chatbot.

          Businesses can know whether the customers are happy conversing with the bot by understanding the chatbot analytics. If the ratio of human handover increases, it is better to switch back to live chat and use the bot to collect the initial details of customers. Businesses should monitor the number of human interactions vs. chatbot interactions to gauge whether the chatbot has managed to reduce the number of human interactions required.

          1. Ticket Deflection Rate:
            If the chatbot is being used to reduce customer support agents’ workload, businesses should focus on ticket deflection rates. This shows the average number of tickets the customer support team has had over time due to the chatbot. The deflection rate is calculated by dividing the number of chatbot conversations by the number of conversations transferred to a customer support agent. If the deflection rate is high, businesses may need to program the chatbot better to answer customer questions. 
          1. Most Frequently Asked Questions:
            Businesses can analyze the chatbot metrics and evaluate customer journeys to see which questions are being asked closely and how the chatbot is addressing them. Data like this can show whether the chatbot is equipped to answer customers’ or prospects’ concerns. Thus, businesses can program the chatbot to specialize in the subjects that come up most commonly and thereby improve its performance. Analyzing recurring questions will allow the company to focus on the topics of most significant interest to the users and improve the quality of bot responses and its overall comprehension levels.
          1. Customer Satisfaction Rate:
            The customer satisfaction KPI measures the level of user satisfaction with bot conversations. There are various ways to express satisfaction or dissatisfaction with the bot, including star ratings or providing emoticons with different expressions. It is essential to acquire customer feedback as businesses will be able to identify the flaws in the bot conversation flow and improve it. 

          Companies that provide customer service Chatbots must be evaluated regarding their influence on customer satisfaction. One way to measure customer satisfaction is by tracking chatbot errors and confusion triggers which can indicate problems with the experience, alongside metrics like Net Promoter Score (NPS), a customer loyalty metric that measures the likelihood of customers recommending the brand to others. 

          1. Chatbot Activity Volume:
            Chat volume is measured by looking at the number of successful interactions. This indicator is essential for verifying that the brands are achieving their goals. If brands target a specific population, they can measure the penetration rate for this audience to confirm that the intended people are making good use of the chatbot. If the conversation is more extended, it indicates a higher chat volume as the visitors find it easy to converse with the bot, and at the same time, the bot can deliver more value to them. The chat volume KPI answers two key questions:
          • How frequently is the chatbot being used?
          • Is the user base increasing?
          1. Retention Rate:
            The Retention Rate refers to the proportion of users who have consulted the chatbot on repeated occasions over a given period. It provides a good indication of the chatbot’s relevance and acceptance among business clients. The more frequently people come back to use the bot, the greater the retention rate. Businesses can monitor the retention rate by breaking it down into time frames. This will help them identify vital progress in the customer journey and adjust the customer engagement strategy accordingly.

          Some ways to increase the bot retention rate are:

          • Offer customers a discount based on their behavior
          • Deliver hyper-personalized conversations

          This KPI can indicate whether the current level of investment in the technology is sustainable and whether aspects of the technology need to be refined to improve the experience.

          However, businesses should remember that multiple return visits to the bot might suggest that a customer’s issue wasn’t resolved.

          1. Use Rate by Open Sessions:
            This is the number of sessions that are simultaneously active with the chatbot. This rate must be weighted with the average number of open sessions during a given period to get a meaningful measurement.
          1. Usage Distribution by Hour:
            This indicator is beneficial as it demonstrates how this 24/7 channel enables businesses to cover 20%, 30%, or even 50% of the hours during which user support services were previously unavailable. This measures how many times the chatbot is being used during each hour of the day. Additionally, businesses can use this metric to schedule more staff during peak usage hours.
          1. Question per Conversation:
            This indicator will help determine how many questions the chatbot needs to ask before providing its users with the necessary information. The interpretation of this metric depends heavily on the specific objectives. The lower this number, the more efficiently the chatbot addresses the questions.
          1. Interaction Rate & Non-Response Rate:
            Interaction Rate allows businesses to measure the average number of messages exchanged per conversation. The higher the interaction rate, the greater the bot’s effectiveness. This is a crucial metric for understanding overall engagement. While the non-response rate measures the number of times the chatbot fails to respond to a question. Such failure may result from a lack of content or the chatbot’s difficulty comprehending user inquiries.
          1. Self Service Rate:
            This rate corresponds to the number of users who were able to obtain the help they needed through the responses given by the chatbot without subsequently having to call Customer Service. It is calculated based on the percentage of completed sessions through an interaction with the bot without being redirected to a live operator. In the process, it enables businesses to evaluate client satisfaction.
          1. User Feedback:
            Finally, it’s indispensable to know what users think about the chatbot. This feedback will allow businesses to calculate two indicators:
          • The Satisfaction Rate – the average score received by the chatbot in user evaluations
          • The Evaluation Rate – the percentage of sessions in which the user evaluated the bot responses at least once

            This KPI is directly tied to the user satisfaction rate.

          Are These Chatbot KPIs Enough?

          These different KPIs are sufficient to evaluate the ROI and the added value of the chatbot. However, these KPIs should not be the only metrics taken into consideration when assessing the overall impact of the solution. Thus, beyond the KPIs directly linked to a chatbot, businesses should correlate these metrics with pre-chatbot indicators such as the volume of phone contacts, the volume of incoming emails via a contact form, and the volume of chats with agents.

          The Bottom Line on Marketing Chatbot KPIs

          Key performance indicators are significant. Without them, the brand won’t know how a marketing chatbot performs. Use the main chatbot KPIs we covered and other metrics like ad recall and purchase intent to help the business measure performance and achieve its goals. Defining an objective or purpose is essential to building a successful chatbot.

          However, measuring the right chatbot analytics and metrics is how to improve chatbot performance.

          Therefore, before brands start building a chatbot, they should:

          • Identify the end goal during each stage of the bot. While designing the chatbot, the critical practice is to outline the end goal when evaluating chatbot experiences.
          • Assign the right chatbot metrics to evaluate its performance. Choosing the correct KPI is crucial to measuring the overall effectiveness of the chatbot and identifying the loopholes. Brands can iterate the bot flow based on flaws to improve the communication process.

          Chatbots have gained immense popularity in almost every industry – e-commerce, retail, and logistics- because they are successfully helping companies with self-service support automation transform user experience and improve customer retention and conversion rates. Even if businesses don’t have the bandwidth to track every chatbot analytics metric, identifying the most relevant ones for the business will ensure businesses are making more intelligent decisions.

          Remember, as the business evolves, so should the chatbot. As an extension of the customer engagement strategy, the chatbot should be updated any time the business launches new features or goes through a brand revamp.

        4. How Conversational AI Is Shaping Engaging Digital Experiences For Users

          To begin with, chatbots are like a digital resolution in this digital era. Wherever there is proper communication there is no place for doubts or some sort of confusion. They are rapidly becoming a huge part of our daily lives. Driven by round-the-clock consumer support, more companies are investing in this platform. Many companies nowadays are using chatbots alongside other channels of communication like email, phone, and social media.

          A recent study found that 53% of service organizations expect to use chatbots within 18 months — a 136% growth rate that foreshadows a big role for the technology in the near future. Conversational AI boosts productivity in a range of ways. They help workers set meetings and reminders, and ask simple questions without stopping what they’re doing, to name just a few use cases. At the same time, all-purpose virtual assistants, such as Amazon’s Alexa, Apple’s Siri, and Google Assistant, are fast becoming the preferred interfaces for consumers to engage with brands across every industry.

          Are they really so impactful when it comes to the digital experience of users? Let’s find out.

          What is Conversational AI?

          To speak in a technical language conversational AI is a computer program that helps artificially communicate with users via text or voice. Additionally, chatbot facilitates immediate response, this quality of being spontaneous helps the brand to retain and gain customers. 

          Over the years, developers have incorporated more sophisticated techniques to enable chatbots to better understand people’s questions and provide more useful responses. They are designed in a way so that they can respond to frequently asked questions. 

          The simplest form of a chatbot system tackles such tasks by parsing customer input, then scanning its database for articles related to certain words and phrases. In short, it operates like a document retrieval system, based on keywords. For example, a cosmetics company might create a chatbot that engages users with set questions about their makeup preferences, then recommends products and offers that match their responses.

          In these cases, the computer program behind the chatbot works to a rigid set of predefined rules and has little ability to recognize the way people naturally speak. Think about the times you may have typed a question into a website’s dialogue box and received an answer that doesn’t make sense. That’s likely because the chatbot program recognized keywords in your request, but not the context in which they were used.

          There have been significant advances in the field of Artificial intelligence. By harnessing enormous amounts of data and cheaper processing power, AI and related technologies such as machine learning are helping to dramatically improve chatbots’ quality of understanding and decision-making. In particular, developers are using natural language processing (NLP) or natural language understanding (NLU) to build bots that can better understand human speech (or typed text). These technologies also make it possible to better discern the intent behind what someone is saying — and to respond more intelligently.

          When chatbots are connected to technologies like NLP and NLU it helps them better understand human conversations. An AI chatbot can be efficiently trained to improve conversation every time it interacts with a user. 

          How does Conversational AI Help in Business?

          Conversational AI can be custom-built to meet a range of specific business needs in both business-to-consumer (B2C) and business-to-business (B2B) environments. The most widely used business cases include:

          • Providing call center support. By interacting with an AI chatbot via a call center application, customers can perform tasks such as changing a password, requesting an account balance, or scheduling an appointment — all without speaking to an agent.
          • Providing enterprise support. Chatbots can be integrated with a company’s back-end systems such as inventory management or customer relationship management. An AI chatbot can help sales reps quickly access phone numbers or help a human resources team perform faster employee onboarding.
          • Acting as digital personal assistants. Chatbots can help consumers navigate their daily lives and expedite activities such as ordering groceries or booking a vacation from a mobile device, browser, or chat platform. Apps such as Siri and Microsoft’s Cortana, or products like Amazon Echo with Alexa or Google Home all deploy chatbots to play the part of a personal assistant.

          How does Conversational AI Improve Consumer Experience?

          • Chatbots reduce customer waiting time by being there every single moment.
          • Chatbots resolve support cases by responding in a straightforward way to the questions asked.
          • Handling efficient redirects for customer inquiries. This is another AI chatbot strength: bots can instantly welcome customers with a branded greeting in a chat window, for example, and quickly direct them to the resources they need.
          • Chatbots help improve user experience by being there and providing initial leads to the consumers before taking the conversation further human. This helps in retaining the traffic to the website.

          No wonder conversational AI is being widely used these days. It is built to enhance the digital experience of users and be there instantly to respond to their queries or requests. This is just the beginning of chatbots offering assistance and efficiently managing conversations by saving time. The future of AI seems lit in every sense.

        5. Drive Sales Through Contextual Conversations on Facebook Messenger. Here’s How to Do It

          With evolving times, Facebook Messenger is rapidly becoming a vital marketing tactic for businesses across all sectors. Having more than 1.3 billion users globally, and expectations for the number to grow close to 2.4 billion users by 2022, it is an invaluable channel for enterprises.

          Facebook Messenger for Business provides infinite opportunities and massive potential for companies worldwide.

          Convert AI, a conversational Sales AI engine can be used in sync with Messenger to personalize engagement at scale, acquire new customers, and generate valuable customer insights which will further increase conversions and improve the ROI for your brand.

          In this guide, you’ll get a deeper look at how the integration of messenger with a conversational AI system can lift conversions for you, as well as get insights as to how you can take advantage of it to increase your sales.

          Why Use Facebook Messenger for Business?

          Messaging is one of the fastest-growing modes of communication for friends, family, and increasingly, businesses. Facebook Messenger for Business is one of the messaging apps companies are using most often to communicate and connect with customers and potential prospects. As it allows enterprises to create rewarding and friendly conversations with their customers.

          Rather than a “one to many”, impersonal and ineffective approach to consumer marketing, Facebook Messenger enables businesses with a one-to-one approach to marketing which provides brands the opportunity to personalize every touchpoint, even before they connect with your website or mobile app.

          The ability to directly message your audience holds much importance, especially when Facebook can have users stay on their platform. More than 89% of users access Facebook on their mobile devices and they check Facebook an average of 14 times a day. This proves that people have an intimate relationship with Messenger.

          When your company starts conversations with users, you’re befriending them on that level. This is how you can change business relationships into personal ones.

          Though Messenger offers immense opportunities for businesses to engage customers, generate sales, and increase profitability. These are some of the reasons why you should be using Facebook Messenger for business in 2025 :

          Generate high-quality interested leads:

          When a person as a consumer reaches out to you through Messenger, it creates an opportunity for you to follow up, which causes a substantial increase in the amount of lead generated.

          Fosters consumer trust in your brand:

          Your organization becomes easier to trust if it always remains open to dialogue. The fact that a customer can message a business anytime makes them feel more confident and attracted to it.

          Derives a hike in marketing performance and enhances your marketing funnel:

          As a business, you would always be focused on meeting your performance marketing or sales targets. Messenger for business helps in actually turning those numbers on paper into reality.

          Influence consumer’s intent to purchase:

          Research suggests that 65% of the consumers are likely to purchase from a business they can connect with (via chat).

          Provides quality customer service:

          A survey conducted by Facebook revealed that 75% of the respondents feel comfortable reaching out to businesses via chats for support which provides brands the opportunity to establish credibility.

          What is Conversational AI & How Can It Prove to be Beneficial for Your Business?

          Conversational AI is the technique of using AI to communicate with users in natural, human-like conversations. This is done by understanding their text or speech inputs, identifying the intent behind them, and responding with relevant information. But due to the increase in competition in the modern world, businesses nowadays don’t have much time. And the usage of traditional marketing techniques takes up an ample amount of time. This is where the use-case of Convert as a conversational AI lies.

          Convert by ORI is changing the way businesses used to interact and engage with their customers. It not only helps organizations meet customer demands – be available 24×7, respond quickly, personalize the interaction but also provides options for customers to choose their channel and language of communication as per their convenience. These aspects combined with that of the messenger are definitely the key to driving sales. Let’s understand how in the below section.

          Ways to Use Facebook Messenger with Convert for the Purpose of Driving Sales

          There are many ways you can use Messenger in sync with Convert to increase sales and boost your ROI. These are some of them :

          1. By automating the sales process: With Facebook Messenger, you can engage with consumers and prospects at scale. You can conveniently guide customers, offer responses, personalize experiences, provide recommendations, drive business outcomes, and much more.
          2. Personalize the customer experience by using the collected data: Facebook Messenger merged with the powers of Convert AI has the ability to provide personalized customer experiences by using collected data. Convert identifies customer intents and responds accordingly, and helps customers find products that are most likely to convert quickly, especially in the case of large product catalogs. This hyper-relevant and effortless personalized shopping experience increase the chances of conversion by three times.
          3. Enhance customers’ shopping experience using conversational intelligence: Convert is revolutionizing the online shopping experience of consumers by improving it substantially. Having the feature of context management it recognizes customer needs and initiates personalized conversations, suggests products, replies to queries, and returns prospects to the buying process. Hence using the services of Convert along with messenger can prove beneficial.
          4. Using Social Data to refine Marketing: Messenger powered with the capabilities of Covert collects vast amounts of declared data from customers via questions which can further be used by businesses to improve their retargeting efficiency alongside optimizing their marketing strategy.

          Advantages of Using FB Messenger with Convert

          Though the integration of Messenger with Convert has many large-scale advantages in the coming times. The following are to name a few:

          • Offers Intelligent AI assistance: Convert as a conversational AI analyzes consumers’ varied replies and answers accordingly within no time, reducing customer service costs and improving your customer experience. It also makes product recommendations and closes sales.
          • Alerts at appropriate times: Inventory and pricing changes can comfortably be taken care of by using Convert. Customers can opt into intelligent reminders in Facebook Messenger with little effort, and you can leverage inventory restocks or price changes to bring customers back to complete purchases.
          • Helps in Reflecting Brand personality: Nowadays, people don’t usually prefer talking to chatbots. As they are pre-filled with data and cannot counter human conversation variance. In this case, Convert not only helps brands by being an AI that can counter any variance in conversation but also reflects the brand personality involved with the businesses.
          • Cart Recovery: Convert boost sales by re-engaging with customers in Facebook Messenger if they abandon their shopping cart. Bringing customers back to complete their purchases is seamless with Convert (contact us for a demo and we’ll show you how).

          Conclusion & Key Takeaway:

          After knowing all this, it’s very clear that Facebook Messenger is becoming a key channel for the future of marketing. With billions of people on Messenger and more projected to use it in the near future, Messenger offers a huge opportunity for the growth of companies worldwide.As now you have the top to bottom course knowledge about how Facebook Messenger teamed up with Convert can be a boon for businesses, we hope you will give your business brand the advantage of reaching out to your audience before they even know that they are your future customers. For more info related to Convert and its features, do visit www.oriserve.com.

        6. Conversational AI & Business Messages: Helping Brands Drive Conversions & Retention

          “Google Business Messages drives a booming close to  85% CSAT scores for Levi Strauss.” Isn’t that amazing? According to the Vice President of Product experience at Levi’s, today’s consumer wants their problems to be heard. And that’s where google business messages being of sole purpose helps brands and businesses create a rich customer experience by enabling them to do a better job at ‘hearing’ their customers and uncovering new exciting ways to delight their consumer base.

          But what exactly is Google business messaging? And how is its collaboration with Conversational AI, a partnership leading the future of modern-day businesses? This blog will help you discover the answer to all these numerous questions along with also letting you understand how you too can gain benefits from this grand integration.

          What is Google Business Messaging and How Does It Work?

          Google helps organizations expand at a striking rate by accumulating various data, tools, and resources. It also provides organizations with an end-to-end marketing and branding solution. From a simple company listing to displaying ads and search engine ads, Google caters to any and all types of target audiences.

          People have been using Google Search and Google Maps to find information related to businesses for the last few decades. Though finding the location basic info listed in their Google Business (GBM) profile is easy. It hasn’t been that easy to actually contact the business, up until now. 

          In brief, Google Business Messaging is a messenger tool that helps consumers get in touch with businesses in real-time, straight from their Google Business Profile listing. This means that customers now have the power of reaching out to business directly from the search results, without having to go through the trouble of searching for your website and looking for a potential email address or a phone number that will lead them to you.

          But how does this actually work? The answer to this is simple.

          Think of GBM as a form of instant messaging. When a person activates the Messaging feature on the supported apps, customers will be able to see a Message button on their GMB listing. The button is only visible when your profile comes up in both Google Search and Google Maps. GBM is basically a channel that is solely driven by high intent searches. Its most effective entry points are from Google web or map searches, where people are continuously searching for shops, businesses, or products and can be engaged at the earliest point of their search.

          If for instance, a customer is applying for a  credit card application, and couldn’t complete the process due to a sudden interruption, hence on the website they’re lost.

          If the conversation starts with GBM, after entering the channel through a web search, there’s a second chance to engage and get help finishing what they started. Using Convert’s follow-up notifications, the consumer is re-engaged and the brand doesn’t miss out on an opportunity of converting a new customer or the ability to provide conversational experiences throughout time.

          But what exactly is Conversational AI and how is the integration of Convert and GBM tends to be the perfect conversational marketing partner for businesses? We’ll take a closer look into that below.

          Things to Remember While Using Google Business Messaging

          Though the process of signing up and usage of google business messages is quite seamless these are some of the points you should absolutely take care of while using google business messages to get a positive outcome:

          • Curation of an engaging welcome message that garners attention from customers.
          • The average response time should be as low as it could be to catch the highly powered intent of consumers.
          • Look out to solve customers’ apposite queries optimistically.
          • Cross-selling and other feedback should be as short as they could be.
          • Make sure that the consumer’s doubts are cleared.

          Keeping all this in mind and using it at the correct time will certainly lead to customer satisfaction and increased growth.

          The Integration of GBM & Conversational AI: A Partnership Towards Amelioration of Future

          Google Business Messaging has all the features of deriving growth to businesses. But the increase in the competition of the industrial space and less amount of time available to the businesses has brought forward the need for automation and integration of GBM with Conversational AI. And this is where Convert by Ori comes into play.

          Convert is an advanced Conversational AI that has the capability of boosting customer communication across sales, advertising, and marketing to drive better and more meaningful conversations. This in turn reduces the CAC and gives the company results that you would’ve otherwise never expected. It is an effective, immersive, and elegant method to fast track your sales from the time a customer starts researching about his desired need to the time where he buys it.

          The unification of Convert and GBM further turned on to become the partnership leading towards the betterment of future businesses. 

          Following are the pros of integrating Google business messages with Convert:

          • Customer Experience and Artificial Intelligence (AI) are integrating to offer an exceptional customer experience. Consumer experience is wholly taken care of with the usage of Google Business Messaging (GBM). Businesses can further improve their customer experience by automating it with Convert which will offer them better results as compared to traditional marketing automation techniques.
          • Instant resolution to the queries by using Conversational AI: Businesses can now easily automate Google Business Messaging by using the power of automation and conversational AI offered by Convert depending upon the queries they receive which also gives the advantage of little or no waiting time.
          • The integration is paving the way for Online-to-Offline business discovery which has seen decrement as the market has seen a massive change in the way customers interact with the local businesses since the inception of pandemic and new-age technology and this has significantly cluttered out the issue.
          • Live agents can take over in case of a complex query resolution which can also be termed as the integration of AI and humans working for the sole purpose of growth.

          All these features and advantages make the unification of Google business Messages and Conversational AI the need of the hour for growing businesses in 2022.

          Conclusion:

          To sum up, all the impactful features of Conversational AI coupled with that of GBM helps Commercial industries derive growth by:

          • Causing an increment in brand visibility.
          • Lead generation at an effective cost.
          • Easier product discovery on a larger scale.
          • Resolving customer queries 24×7, leading to customer satisfaction.
          • Increasing CSAT and leveraging organic growth.

          So to conclude, there cannot be a perfect time other than now to adopt the offerings of Convert as an automated Conversational AI tool for clinching the advantages of GBM which will further improve your customer satisfaction and overall sales performance by seven times.

          Get in touch with us to have a closer look at Convert for platforms like Google Business Messaging, Whatsapp, Instagram, and many other additional channels. We can certainly advise you on what’s best for your company considering your needs and requirements. We will also set up a demo so that you can see how Convert as a Conversational AI can skyrocket your business to new extents. For setting up a demo with us, visit www.oriserve.com.