In the 2000 cult film, "Dude, Where's My Car," two layabout teenage friends wake up one morning, unable to remember where they parked their car after a night of extensive partying.
Starring Ashton Kutcher as one of the teens, the movie is a low-brow comedy comprised of outrageous characters and droll - if low-brow - situations.
Nevertheless, for all its brainlessness, it skilfully stays the course. Our heroes need to find their car.
Dude, Where's My AI?
If the main characters had access to conversational AI, they could have called a contact center, engaged with a voicebot, and uncovered the location of their car.
After all, virtual assistants have become incredibly advanced in monitoring and managing data. As such, businesses in the automotive industry can track the journey information of customers.
So, by the time Kutcher's character asks: "Dude, where's my car?", conversational AI would have had his answer.
Of course, this would have made for a less entertaining movie, but it's an excellent example of how virtual agents are adding value to customer experiences in new ways.
Moreover, the automotive dealer may harness this journey data to provide customers with more relevant offers down the line.
There are many further possible applications of conversational AI within the industry too. It could schedule test drives, calculate loans, and send service reminders.
Yet, each use case is perhaps not for everyone. So, the question remains; what are the best uses of conversational AI for my organization?
Can I Bring My Dog?
Conversation mining harnesses analytics to spot the most prominent, easy-to-answer customer queries: prime candidates for contact automation.
Without this, getting a handle on the dizzying array of questions contact center agents face and the complexity of handling each is tricky.
Consider a hypothetical five-star Las Vegas hotel. Agents field questions ranging from the banal, like when is check-in, to more the interesting, like whether a guest can take her pug to the hotel pool. Never mind that pugs can't swim.
Those repetitive queries are tailor made for conversational AI, which frees up agents to increase revenue, book more rooms, and upsell travel packages.
Sticking to the Vegas theme, consider how Golden Nugget Casinos deployed conversational AI within its IVR, targeting non-revenue producing calls like; what time does the pool open?