Why Good Conversations Matter and How AI Can Help?

September 19, 2022

Communication is the bedrock of society. Communication is how we establish trust and long-term connections, both professionally and politically. The discussion is more than simply a bonus for being in nice company. It is the heart of every encounter.

Conversational AI may greatly enhance your communications with your customers. Nowadays, 64% of individuals would rather message a company than call it. That figure also applies to you if you are active on social media and interact with clients through your social channels.

In this blog, we will discuss in brief what exactly conversations mean and how AI can help in establishing good conversations.

Table of Contents:
  1. What exactly do Good Conversation means?
  2. How can AI help in Good Conversations?
  3. What exactly is Conversational AI?
  4. Process of Conversational AI. 
  5. How to build Conversational AI?
  6. Why are firms putting money into Conversational AI? 

What exactly do Good Conversations mean?

What constitutes a good conversation? How can you measure something that is so vital yet has been totally qualitative for millennia, nearly wholly subjective to the people involved in the conversation? Let's take a deeper look at the worth of excellent conversation, how to quantify it, and what can be done to enhance it over time.

A good discussion is about striking a balance between two or more people. It is about determining the boundary between too much detail and oversimplification; the flow of information within a certain topic area; and who is asking and responding to questions.

When speaking with a friend, quality may be determined by time, the sense of intimacy gained, and the outcome of the conversation. A quality discussion in business is noticeably different, frequently focusing nearly exclusively on the call's outcomes.

Five Essential Elements of an Effective Conversation are:

  1. Make the other person the center of attention. 
  2. Active listening should be practiced. 
  3. Take the conversation to the next level. 
  4. Pose pertinent questions. 
  5. Think about time and space.

Did you pay attention to them? Did you feel like you were heard? Is the discussion progressing beyond high-level chitchat? Are all sides of the debate asking probing questions? Did you match the speed and complexity of the talk to the time and space available?

How can AI help in Good Conversations?

Smart responses have been an important aspect of the pandemic response, particularly throughout the crisis. According to recent research published in Computers in Human Behavior, participants trust AI systems more than the individuals with whom they communicate. 

We think that conversational issues are the responsibility of the person. The issue with these systems, however, is that the majority of the design effort involved in them concentrates on the user interface rather than the influence on the dialogue. This is true for almost all of the tools we have at our disposal to assist us to solve technology-related topics.

What exactly is conversational AI? 

Conversational AI (artificial intelligence) refers to systems that can "speak" to people, such as virtual assistants or chatbots (e.g., answer questions). Machine learning, automated answers, and natural language processing are all used in conversational AI solutions. The idea is for them to detect language and communication, copy it, and simulate human connection. Conversational AI apps are frequently utilized in customer support. They are available on websites, online retailers, and social media platforms. AI technology may significantly improve the speed and efficiency with which consumer questions are answered and routed.

Process of Conversational AI-

A typical conversational AI flow, powered by underlying machine learning and deep neural networks (DNN), includes:

  • An interface that allows the user to enter text into the system, as opposed to Automatic Voice Recognition (ASR), which turns speech into text. 
  • Natural language processing (NLP) extracts the user's intent from text or voice input and converts it to structured data. 
  • Natural Language Understanding (NLU) is used to analyze data based on grammar, meaning, and context; to understand intent and entity, and to function as a conversation management unit in order to construct suitable answers.

Based on the user's purpose and the AI model's training data, this AI model predicts the optimum answer for the user. Natural Language Generation (NLG) derives an appropriate response from the preceding procedures in order to engage with humans.

How to Build Conversational AI?

There is no one-size-fits-all response to this topic since the optimal technique to construct conversational AI relies on your organization's individual goals and use cases. However, here are some pointers on how to construct conversational AI: 

1. Begin by comprehending your use cases and needs. Understanding your organization's particular goals and use cases is the first step in developing conversational AI. What are you hoping to accomplish with your chatbot? What kinds of discussions do you want it to be able to have? What information do you need to gather and track? Defining these needs will assist you in determining the optimal method for developing your chatbot.

2. Select the appropriate platform and tools. There are several platforms and toolkits available for developing conversational AI. Each forum has its own set of advantages and disadvantages, so you must select the platform that best meets your requirements.

3. Create a working prototype. After you've specified your needs and selected a platform, you can begin constructing your prototype. Making a prototype allows you to test your chatbot and iron out any bugs before releasing it to your users. 

4. Install and test your chatbot. After you've completed your prototype, it's time to launch and test your chatbot. Make sure to test it initially with a small sample of people to get feedback and make any required changes. 

5. Fine-tune and develop your chatbot. The final stage is to keep optimizing and improving your chatbot. You may accomplish this by modifying the algorithms, introducing new features, and gathering user feedback.

Why are firms putting money into Conversational AI? 

Conversational AI — such as virtual assistants, chatbots, and conversational user interfaces — is a high-priority investment for enterprises. Conversational AI is becoming increasingly important to businesses of all sizes and forms. 

Let's take a look at the top advantages Conversational AI offers to businesses. 

  • Increase customer engagement 
  • Improve lead generation. 
  • Reduce the cost of customer service. 
  • Improve first-contact resolution. 
  • Reduced resolution times 
  • Self-service for up to 80% of enquiries 
  • Increase agent productivity. 
  • Scalable personalization of talks 
  • Give automation a human touch. 
  • Outperform your customers' expectations. 
  • Obtain support scalability


In this blog, we learned about what good conversation is, why it matters, and the role of AI in establishing a better conversation. Technologies like AI & ML have shown advancements in many industries, and with them, you may build and deliver service dialogues that accomplish new outcomes for your customers and your company by mixing people and technology in novel ways.

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