Conversational AI Strategy And Platform: Create A Foolproof Chatbot Strategy For Sales And Marketing
Updated: Oct 20, 2021
Using conversational AI, commonly known as AI chatbots, has become a popular way of growing business. Whether you want to gain more customers, build brand reputation, or engage existing customers, AI bots provide the most effortless way of achieving every sales and marketing goals online.
With a well-planned strategy, AI-powered chatbots are easy to adopt and leverage on a day to day basis. Here, we will help you with an AI chatbot strategy, which you can use as a Kickstarter for your AI-driven digital modern business model.
Why Conversational AI and Why Now?
Advanced AI bots are resolving customer complaints faster for 90% of organizations that use this technology. Millennials prefer positive interaction experiences with conversational AI that can engage them and resolve queries. Businesses all over the world are utilizing this technology to increase productivity, ROI, and automation without losing the human touch.
Conversational AI strategy is needed today because:
It magnifies customer experience with 24*7 assistance.
It can address any scale of inquiries simultaneously in real-time.
It can automate the process of capturing, assessing, and qualifying leads in real-time.
It can unify conversations across all digital customer touchpoints like your website, social media pages, and messenger platforms.
What Should a Conversational AI Platform Offer?
For an effective digital strategy, you will need a reliable artificial intelligence chatbot. It should come with advanced features and elements along with a customer-centric conversational flow. This would allow you to maximize the use of the platform for support, marketing, sales, and brand awareness.
Combining all that, you can look for these features in your best conversational AI platform:
Sales and marketing communication automation
Predictive intelligence regarding users’ intent, emotions, and lead quality
Unification of WhatsApp, Facebook, Google, and other platforms
CRM and ERP integrations
24*7 intelligent assistance via text and/or voice
How to Create Your Conversational AI Strategy?
A successful conversational AI strategy comes down to the quality of collaboration between a business and its AI partner.
Expert conversational chatbot strategists can help you identify the right goals, specific measurables, and map the road of leveraging a bot across all aspects of the digital performance of your business.
That being said, you can focus on the following factors while getting an AI chatbot strategy developed:
1. Your Audience
First and foremost, you need to profile your customers based on their persona. The ultimate goal of your strategy is definitely about enhancing customer experience, which would be possible only if they find your AI bot’s assistance useful and relevant. You should look closely into the anatomy of conversations taking place with customers across all digital channels. This will work as a guiding light to create a customer-centric strategy.
2. Your Goals
A strategy is not complete until you envision the desired end for it. Set goals based on actions you wish your customers and prospects to take after certain conversations. For instance, conversion can be your goal in lead acquisition and qualification. However, getting contact details from users won’t be enough for conversion. This is when you get to leverage the true value of conversational AI.
Unlike generic chatbots, a conversational AI platform serves as a virtual assistant, enhancing a prospect’s journey throughout the marketing and sales funnel you decide on. This personalized assistance leads to what you call an “effortless conversion of prospects”.
3. Performance Parameters
Considering your audience and goals, the next important factor is to set the performance parameters of bot-human conversations. You have already decided on what action you want from your users. So, make sure to create a conversational approach that leads to those metrics successfully. Conversational satisfaction benchmarks, qualified leads, action taken, and others can be your performance KPIs for an AI bot.
4. Key User Intents
Although a conversational AI platform can understand user intents in real-time, outlining major intents would further enhance user experience. You can identify common intents of your prospects and customers to blend into the conversational flow. Just like your goals, these intents need to be documented and clearly communicated to users for a simplified experience. This will also help your AI bot to read patterns and actions over a period of time and evolve the conversational journey of users accordingly.
Based on the intents and goals, now you can focus on creating storylines that can lead users to a point of conversion. This is what you commonly call conversational flow, designed differently for inquiries, queries, complaints, qualification, nurturing, upselling, and others. Also, there should be a storyline prepared for specific conditions where a bot can’t understand a user.
Each storyline is important to deliver the quality every user expects from a virtual assistant. Some would want information, while others would come to buy your product. Hence, your AI business chatbot strategy should be ready for every conversational scenario with a well-aligned storyline.
6. Conversational AI Platform Strengths
The best answer to ‘how to use chatbots’ is reachable via the strengths of your conversational AI platform. Identify the most valuable features that would enhance user experience. For instance, personalized assistance, omnichannel memory of users’ preferences, instant replies, and instantaneous bot-to-human conversation transfer are considered highly valuable. Also, businesses enjoy the fact that an AI bot can qualify leads for them in real-time.
While analyzing the strengths of a conversational AI platform, you can ask yourself these questions:
How contextual and timely will it be?
How personalized its experience would be for customers?
How will it enrich the user experience with text, voice, and media integrations?
How many useful creative assets are already available in the organization for conversational marketing?
How effective would it be to use conversational AI on WhatsApp along with other channels?
The answers to these above-mentioned questions will help you modify your conversational AI strategy for maximum returns generated through marketing, sales, and customer support efforts.
Over to you!
Once you cover every factor, your organization will be ready to create a streamlined AI chatbot strategy for every business performance goal. You can scale up your business with the same strategy powered by a robust conversational AI platform.
Would you like to discuss this strategy with AI bot experts?!
Give us a call today.
We can even arrange a FREE DEMO to show our you the best conversational chatbot and its proven strategies.