And the chances are that your competitors already use conversational AI.

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More Than Just A Trend
Conversational AI isn’t the same as a digital assistant or a preprogrammed chatbot. It’s a much broader solution to support needs, because it is just as capable of learning customer needs and how to solve them (thanks to machine learning developed over time).

That’s not to say you can’t put it to fair use right away. In some cases, automated chat support is a way to address common questions as soon as someone visits your site. In other cases, it’s a way to reduce the workload for your human support team, or perhaps — if you’re a small business without a dedicated customer service team — play the role of that department entirely.

But the point is that this service can meet a lot of needs. And that adaptability is why conversational AI has become a standard feature for so many industries.

A major component of that adaptability is that conversational AI learns how best to interact with each unique customer. That means you will be able to provide a more personalized approach with these conversations. Much like how a sales clerk can greet familiar faces in a physical setting.

48% of customers spend more when their shopping experienc e physician datais customized. That’s not a 1:1 correlation (a conversational AI can’t guarantee you a 48% boost in sales). But it sets a good benchmark for what this process can add. It also explains why automated systems are so much more than the newest trendy solution for startup tech companies.


If you see their websites or social profiles, you’ve probably seen a chatbot on the corner of your screen. This sort of competitor research can be an easy way to figure out how widespread this software is, and whether or not your customers expect to get this kind of instantaneous support from your company too.

Conversational AI for customer support – in a nutshell
You can think of conversational AI as bringing a few key value propositions at the end of the day. And the most important one is that they bring 24-hour support (even on holidays!). That means you don’t need customer support working around the clock or taking questions off the clock.

Chatbots lighten the support team’s load. They allow people to have healthy workloads while trusting automated systems to handle after-hours requests. But a system that uses machine learning continues to expand its understanding of customer issues. It learns how your products or services work over time and data. Further, conversational AI becomes capable of answering questions in a way that won’t force your team to come in behind them constantly.