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  • Writer's pictureMarketing Intelliway

How Conversational AI is Changing the Customer Experience

The customer experience is one of the most important parts of any business. And today, with Conversational AI (Conversational Artificial Intelligence) everything is easier. After all, it is possible to have customer service available 24 hours a day. In addition to an innovative and quality experience for the customer.

The interesting aspect here is that the company's area of activity, or the type of product or service offered, does not matter. Conversational AI can make life easier for business owners and company employees. And still, bringing good results for the business.

In this article, you will better understand how the customer experience has been changing considering the Conversational AI technology perspective.

A brief introduction to Conversational AI

Conversational AI is an area of artificial intelligence that focuses on developing systems capable of interacting naturally and understandably with human beings. For this, it aims to create friendly and intelligent communication interfaces.

And with that, it is possible for the machines to understand and respond to commands, questions, and requests in natural language. Consequently, it is as if the person interacting with the Conversational AI is having a conversation with a real person.

The central role of Conversational AI when thinking about customer experience is to provide a more intuitive and efficient experience. Thus, by eliminating language barriers and simplifying communication with devices and systems, it facilitates access to information and services. And as a result, the technology becomes more accessible to a diverse audience.

The practical applications of Conversational AI are vast and span multiple industries. On customer service platforms, for example, chatbots and virtual assistants have been used more and more.

In this sense, Conversational AI is used to answer frequently asked questions, solve problems and provide instant support. Consequently, ensuring quick and accurate responses at any time of the day.

Through all these possibilities, Conversational AI has revolutionized the way customers relate to companies. After all, even if it is a “robot”, it is possible that there is friendly, productive, and efficient communication.

The evolution of the customer experience

Over the years, customer experience has undergone significant transformations. Initially, interactions were predominantly face-to-face, limiting scope and speed.

However, with the advancement of technology, especially the internet and mobile devices, customer expectations have changed dramatically. They are now looking for convenience and instant response.

In this scenario, companies have adopted digital strategies to meet these demands. Likewise, the rise of social media has also driven this evolution, enabling real-time interaction.

Nowadays, personalization is increasingly valued, and Conversational AI has emerged as a solution to meet these expectations. After all, technology provides quick responses, 24/7 service, and much-desired personalization. Thus, in today's world, the customer experience is a combination of human support and intelligent automation, focused on customer satisfaction.

Historical milestones in the evolution of the customer experience over the years:

1950s-1960s: The era of call centers - The emergence of the first call centers allowed companies to offer telephone support, facilitating communication with customers.

1980s: The arrival of email - With the advent of email, companies were able to communicate with customers more quickly and efficiently. In addition to providing a new option for customer service.

1990s: The Internet boom - The popularization of the Internet has allowed companies to start making information available online and interacting with customers through websites.

2000s: Social networks and digital media - The emergence of social networks and digital platforms opened new channels of communication with customers, allowing for closer and instantaneous engagement.

2010s: Smartphone Era - With the proliferation of smartphones, the customer experience has become more mobile. Because of this, businesses were able to reach customers anywhere and anytime.

Current: Artificial Intelligence and Conversational AI - The incorporation of Artificial Intelligence in customer service strategies has brought significant advances in personalization, automation, and real-time response, transforming the customer experience.

These historic milestones show how technology has played a key role in evolving the customer experience, making it faster, more personalized, and accessible.

Advantages of Implementing Conversational AI

There is no doubt that implementing Conversational AI has revolutionized customer service and provided significant benefits. With instant responses and 24/7 availability, customers get immediate support, reducing wait times and increasing overall satisfaction.

In addition, Conversational AI makes it possible to serve multiple customers simultaneously, improving operational efficiency. As we are talking about artificial intelligence, the ability to learn from past interactions allows for more personalized and targeted service, better understanding the individual needs of each customer.

It is because of this learning ability and also the use of natural language that the interaction is so similar to a conversation with another human being.

Check below 3 of the main advantages of implementing Conversational AI in a business.

Cost savings:

With the automation of customer service tasks, companies can reduce the need for human labor, reducing operational expenses.

24/7 availability:

Conversational AI is always available, providing constant support to customers, regardless of the time of day.


Conversational AI can handle a high volume of interactions at the same time, allowing businesses to serve a growing number of customers without overwhelming support staff.

The Importance of Humanization in Conversational AI

Humanization in Conversational AI is crucial to improving customer experience. In this sense, empathy and natural language help create meaningful connections. And these are skills that this technology is able to develop and offer in its interactions with customers.

The use of friendly greetings and personalized responses are two examples that show the customer that he is being heard and understood. Also, avoiding robotic responses and incorporating emotional expressions makes the interaction seem more authentic.

All of this contributes to building customer trust and strengthening bonds with the brand. Humanization also helps mitigate potential ethical issues by making it clear that people are interacting with a machine.

Ultimately, by adding a human approach to Conversational AI, it is possible to make the customer experience more positive and rewarding. And even if it may seem like just a detail, in fact, what people are looking for is a close and personalized contact.

And the solution to do this at scale while still maintaining high quality and satisfying customer experience is Conversational AI. Therefore, this technology comes as a great solution for businesses.

However, it is vital to be aware of some ethical issues in this process. Understand better by following the reading below.

Ethical and Privacy Considerations for Using Conversational AI

Ethical and privacy considerations are essential when implementing Conversational AI. First, it is essential to ensure transparency in interactions, clearly informing when the customer is interacting with a machine.

In addition, you need to protect customer data by ensuring that personal information is stored securely and used only with explicit consent. Another ethical concern is to avoid bias and discrimination by ensuring that the AI is unbiased and fair in its responses.

By responsibly addressing these considerations, companies can build trust with customers and promote safe and ethical use of Conversational AI.

This issue should always be on the agenda among those responsible for customer experience in companies. Analyzing Conversational AI conversations with some customers, reviewing processes and guidelines, and also defining a standard procedure for dealing with any problems is essential.

Transforming the Customer Experience with Conversational AI

Customer experience is an area in constant evolution. Since the 1950s with the era of call centers, until today with the use of artificial intelligence in Conversational AI.

And this evolution is necessary, after all, the expectations and desires of customers have also evolved over the years.

Therefore, the use of technology is something that always adds value to the service that companies provide to their customers.

Support from an experienced team to be able to implement Conversational AI smoothly is essential. In addition, attention to ethical issues is also necessary. Considering all this, the project will have great chances of success and the customer experience will be better and better over time.

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