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What is “human” and “AI” communication in the smart channel era 2022!

AI

Communication between companies and users is evolving year by year, and the number of cases where AI intervenes is increasing.

In particular, the market size of conversational AI is expected to reach 18.4 billion US dollars in 2026, and it can be said that it is a field where development is progressing globally.

Meanwhile, Tomorrownet Co., Ltd., which provides an AI service “CAT. AI” that provides all-in-one communication with the theme of “creating freestyle communication between users and companies” Please explain.

Table of Contents

  • Changes in communication between companies and users
  • User evaluation of AI services (chatbots, voicebots)
  • Why Users Frustrate
  • Chatbot pitfalls
  • Ranking of what users want from AI services
  • Communication between humans and AI in the new “smart channel era”
  • Summary

Changes in communication between companies and users

A decade ago, stores and telephones were the main communication channels between companies and users. After that, FAX and e-mail spread, and the era of “multi-channel” came from “single-channel”. Next, with the spread of the Internet, “web channels” were born, and furthermore, the era of “omni-channels”, which links all user touchpoints, has arrived. And now, as AI services, the introduction of ” chatbots ” and “voicebots” is increasing, providing users with a variety of communication channel options.

On the other hand, due to the increase in communication channels, there is a certain amount of users who are in a state of information overload, starting to feel tired because there is too much information and it is difficult to understand. In addition, as the number of communication channels increases, channel routing (moving between channels, e.g., connecting from a chatbot to a call center, etc.) is becoming more complex and diversified, and misleading to the information that should be obtained is proportionally occurring. , the user’s negative experience is increasing. As a result, the diversification of communication channels leads to a decline in CX (customer experience).

User evaluation of AI services (chatbots, voicebots)

Figure 1 shows the results of a survey conducted by our company in February 2022 targeting chat/voicebot users (number of responses = 1,030).

49% of the respondents answered that they “solved their own issues (resolution)” with the chatbot, 35% answered that they did not solve them, and similarly answered that they were “satisfied with the service (satisfaction)”. 42% answered that they were not satisfied, and 41% answered that they were not satisfied. Voice bots also had a resolution rate of 49%, an unsolved rate of 34%, a satisfaction rate of 47%, and a dissatisfaction rate of 35%. As a result, both the resolution and satisfaction of chat/voicebots that users feel are below 50%.

The purpose of introducing AI services is “labor saving” and “efficiency improvement” on the company side, while on the user side, “improvement of customer satisfaction” and “improvement of convenience” are often cited. However, as a matter of fact, the user evaluation of AI services is not high on average, and it has become clear that it is actually a factor that makes users feel dissatisfied.

Why Users Frustrate

As for the reasons why users are dissatisfied with chatbots, 66% said they “couldn’t find an answer”, 43% said they were “guided to other means” such as other web pages or call centers, and “it was hard to understand.” ” was 22%, and “There were too many answer candidates” was 20%.

In terms of dissatisfaction with the voicebot, 68% said that the AI ​​did not recognize it, 21% said that the AI’s explanation was too long, 18% said that they did not understand how to speak, and 18% said that they could not hear the voice. It was difficult” was 15%.

Chatbot pitfalls

It is difficult for chatbots to deal with the frequently occurring problem in services such as e-commerce, “I tried to change the credit card registered by the user, but forgot the password.”

Many chatbot functions currently released will only answer the instructions on the website if you enter “forgot password”. In that case, the user will have to go back and forth between the relevant website and the email for the authentication procedure, which will be troublesome for the user. “Dissatisfaction” occurs before the original need of “I want to change the credit card”. . However, the chatbot side will consider it “solved” just by sending the procedure guide.

Such cases cause a decrease in user satisfaction, creating a “solution gap” between service providers and users, and causing “potential dissatisfaction” among users.

Ranking of what users want from AI services

As can be seen from the 1st to 4th ranked items in Figure 4, “Ranking of what users want from AI services,” users want things to be easy to understand and complete on the device they have in hand .

In other words, communication with companies has tended to increase options from a “single channel” to improve convenience. It is a so-called “smart channel” that realizes problem solving .

In fact, in the United States and South Korea, which are advanced countries in AI in the field of communication, FAQ-type chatbots are becoming mainstream, and smart self-contained chatbots and voicebots are becoming mainstream.

Communication between humans and AI in the new “smart channel era”

From this point of view, based on the concept of “creating freestyle communication between users and companies”, in March 2022, we will provide an all-in-one AI service “CAT.AI ( Cat AI)” was announced.

This service, which has many examples in AI-advanced countries, has been improved and optimized to Japanese specifications, and can be used not only in call centers, but also in official apps and messaging apps.

<Features of CAT.AI>

・Quickly reach the user’s true needs and complete smartly

・Equipped with advanced NLP ( Natural Language Processing ) and abundant functions as standard

・Personal information is protected by encryption and masking functions

・All-in-one provision of chatbots , voicebots, and various management functions

・Realization of two-way communication between voice and text (multi-compatible)

CAT.AI is a new AI service that realizes a smart channel that provides users with a stress-free experience regardless of the scene or device, whether it is the palm of your hand or your voice.

Summary

This time, Tomorrownet Co., Ltd. explained the communication between “human” and “AI” in the “smart channel era”.

While the number of options for communication channels has increased and has become more convenient, the issue of information overload has arisen due to too many options.

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