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Chatbots never sleep, they can handle customer inquiries around the clock. They’re great for answering frequently asked questions or performing tasks like checking an order status.
Use Case
Conversational AI for Customer Service
Customer service 2.0
Conversational AI helps businesses provide 24/7 customer support, leading to greater efficiency and happier customers.
Done right, AI Assistants deliver instant responses while automating routine tasks, freeing agents for high-value interactions. This reduces wait times, enhances customer experience, and streamlines operations.
Industries
Functions
Conversational AI and customer care
Today, customers have high expectations. At the same time, a lot of customer support operations have difficulty handling peak times and suffer from high turnover. Chatbots can alleviate some of that pressure.
Real world applications
Customer expectations keep rising while support teams fight peak volumes and turnover. Done right, conversational AI relieves that pressure, without degrading the experience.
24/7 Availability
Reduced response times
Being able to provide instant responses to customer questions significantly reduces wait times, thereby reducing one of the biggest frustrations among customers.
Better handle peak times
Reduced wait times helps to relieve pressure on customer service agents and makes it easier for your organisation to handle peak hours.
Happy customers and employees
Consistent and accurate responses, combined with 24/7 availability, generally result in high customer satisfaction scores.
Real cost savings
Done well, chatbots and voice assistants can lower operational costs by boosting automation rates and improving support center team experience. This in turn positively affects your bottom line.
Automating common queries
Quickly respond to frequently asked questions such as store hours, return policies, or account information.
Handling complaints
Efficiently manage customer complaints by guiding them through troubleshooting steps or escalating to human agents when necessary.
Product information
Offer detailed information about products, including specifications, availability, and pricing.
Status updates
Provide up-to-date order tracking and manage customer expectations with proactive notifications.
Troubleshooting
Assisting customers in resolving technical issues with step-by-step guidance is the perfect way to utilise Conversational AI.
Intelligent Agent Assist
LLMs empower agents to answer complex questions, complete transactions seamlessly, and route customers to the right specialist.
Smooth handovers
Generate accurate summaries of customer interactions, allowing agents to step into sensitive conversations that the AI assistant cannot handle and focus on building relationships.
Leverage Conversational AI, at scale
Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants.
Trusted by global brands
“It was a pleasure working with the CDI team. Each team member was extremely professional and brought deep expertise in their area of focus – AI training, copywriting, and conversation design.”
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“It’s been great working with CDI. They helped us get started quickly with the setup of our first chatbot and the first results are promising. Their consultants are knowledgeable, creative, and think along in order to build and maintain a good performing chatbot.”
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“Having the expert advice from CDI has really helped us to create with confidence the first version of the global Experience Strategy Framework and distribute it to the design community across all Vodafone markets.”
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“CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!”
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About the CDI Standards Framework
CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework.
But this is not easy to do. People and machines have different ways of interacting so building a good AI Assistant requires a unique understanding of technology, linguistics, and psychology.
CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI Assistants and the enterprise capabilities that develop, manage, and grow these assistants: the CDI Standards Framework.
CDI Standards Framework
Unlocking value in Conversational AI
The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.
CDI Standards Framework is a systematic approach to developing a conversational AI capability by ensuring Mindset, Skillset, Culture, and Systems are all developed in the right pace.
CDI Workflow turns the standards into practice: human-centred, goal-oriented AI assistants at scale. Channel-agnostic, technology-agnostic, and built for both declarative and generative AI.
Discover our case studies
Assessing, improving and implementing the building process for a cosmetics chatbot
Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter…
Honeybook explores Agentic Experience Design
CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work…
Boosting Voice AI Performance for Deutsche Telekom
CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t…
Leading Global HR Services Provider
Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor…
IND embraces Conversational AI as a channel
The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c…
Global Sports Retail Chatbot
A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020. I…
Migrating Hansgrohe's Chatbot, Hans
The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe…
Migrating Trulet’s Chatbot, Trudi
Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha…
Expanding multilingual IVR support
A leading global provider of cutting-edge software and services, embarked on a transformative journe…
Goodcall’s AI Phone Assistants
Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th…
Healthcare HR Chatbot
Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to…
Vandebron’s Chatbot, Mick
Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c…
Vodafone’s Virtual Assistant, TOBi
Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi…
HP’s Virtual Assistant
HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.…
Conversational Capital
Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it.
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The idea
Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital.
Measure it
A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where.
Grow it
Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends.
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FAQs
What is conversational AI for customer service?
Conversational Artificial Intelligence or Conversational AI is a set of technologies that enable computers to simulate real conversations and understand human language. This tool allows you to interact efficiently with customers across various communication channels and provides them with 24/7 real-time support. This improves the customer experience and increases the efficiency of your service.
Can you use AI for customer service?
Yes, you can definitely use AI for customer service. Using chatbots, you can easily automate the most common customer questions. This reduces the workload for your support team and ensures customers receive quick and efficient service, improving the overall customer experience.
Which AI is best for customer service?
The best AI for customer service depends on your specific needs. Common options include platforms that offer natural language processing and integration with existing systems. Choose a chatbot that helps you optimize customer interactions and create a personalised experience, which boosts satisfaction and increases efficiency.
How to setup an AI chatbot for customer service?
To set up an AI chatbot for customer service, start by choosing a suitable platform and defining your goals. Build a persona, develop dialogue flows, train the chatbot with relevant data, and test its functionality. Make sure to regularly evaluate and optimise the chatbot based on customer feedback and performance.
What is the best AI for customer support?
The best AI for customer service depends on your specific needs. Popular choices include chatbots tailored to customer interactions, offering fast responses and easy deployment. Ideal solutions automate customer inquiries while ensuring accuracy to increase customer satisfaction.
How can AI be used in customer support?
AI is used in customer service to work more efficiently. It analyses and organises large amounts of support content, allowing you to quickly find the right answers. Machine learning helps it learn which information is most useful. Some systems also create personalised help content on the fly, ensuring you always receive relevant support.
Can I use ChatGPT for customer service?
Yes, you can definitely use ChatGPT for customer service. These AI tools help your team efficiently answer questions, improve customer satisfaction, and provide 24/7 support. By integrating ChatGPT into your customer service processes, you'll improve communication and enhance the overall customer experience.
