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Conversational AI

Improve customer service and engagement, and grow your business with conversational AI and customer service automation

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Create a better experience for your customers

Reload Consulting partners with Advancer to provide businesses with a customer-led, end-to-end solution for the development and integration of conversational AI (such as chatbots).

We have worked with a range of leading Australian companies to deliver our unique 5-step approach to planning and building solution-driven chatbots that enhance the customer experience and deliver tangible business results.

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Our 5-Step Approach to Conversational AI

Our conversational AI service approach is designed to deliver an output that provides a truly rewarding customer experience and improves employee satisfaction. It achieves this by starting with an understanding of what your customers want and expect, and how conversational AI can add value to them, to your business, and to your employees.

1. Start with the use case

The first step is to understand the customer and business requirements. This involves researching and understanding the project goals and desired outcomes, internal stakeholder needs and requirements, and customer/end-user needs and expectations.

When these insights are not readily available, they can be obtained through internal & external stakeholder requirement sessions, and/or customer research.

1. Start with the use case
2. Map customer intents and decision flows

2. Map customer intents and decision flows

We map out the decision flows, based on the intents and needs that the customer is likely to come to the bot with. This involves mapping the conversational architecture for each key intent in a logical schematic workflow.
This ensures that human principles are applied to the bot, allowing the customer to engage in an informational conversation that replicates a human-to-human interaction.

3. Select the most suitable technology platform

As we are platform agnostic, we can provide recommendations and/or work with your IT team to select a quality technology platform that is customised for your organisational needs. There are many technology solutions available and being tied to a single platform may limit the capabilities and experience you’re able to provide customers. Matching the technology to the use-case always leads to the best results.

3. Select the most suitable technology platform
4. Craft conversation-friendly content and build the dialogue

4. Craft conversation-friendly content and build the dialogue

We build out the conversational content for your automated chatbot or assistant before we before building and launching the customer-facing interface.

Content delivered through conversational AI interfaces must consist of short, individual utterances that replicate a human interaction. Chat-based platforms offer limited screen real-estate, meaning that content must be short, engaging, and effectively facilitate the conversation. Designing content for audio conversational platforms requires further special consideration, as with audio there is no physical interface.

5. Testing, security & API implementation.

Before launch, we work with your team to test the interface and ensure there are no bugs or errors that will impact on the user experience. We also help ensure there are adequate security measures in place and assist with any API implementation that is required. We also assist with initial monitoring post-launch.

We often also staff training & launch communication strategies to assist with integrating the new technology within your business.

5. Testing, security & API implementation.

Chat with us about how we can help your business leverage Conversational AI

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Business Benefits of Conversational AI

Leveraging conversational AI allows businesses to automate repetitive tasks and provide access for their customers instantly at any time. This leads to a number of key benefits, including:

  • An increase in employee satisfaction due to being able to focus on more meaningful work, with repetitive and mundane tasks becoming automated.
  • An increase in employee productivity, as this automation reduces time wastage on smaller tasks and allows more focus on tasks that have more business impact.
  • Increased customer satisfaction and loyalty, as customers are able to get answers or find what they need more quickly and efficiently.
  • Increased revenue due to personalised customer service delivery at key stages of the customer’s buying journey, leading customers through from awareness to purchase.

One-on-one Conversations
at Scale

Greater Customer Satisfaction
and Increased Revenue

Greater Employee Efficiency
and Satisfaction

Who We've Worked With

QUT
Signet
Pizza Capers
Queensland Government
Powerlink Queensland
Real Estate Dynamics
Silvershop
Montrose
Hastings Deering
DMA Partners
City Fertility
Aether Brewing
Tree of Knowledge Training
eBoss
Civil Society Water, Sanitation and Hygiene (CS WASH) Fund
Energex
Lockyer Valley Regional Council
goa
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Have some questions about Conversational AI?

See our FAQs below, call our team on 1300 714 146, or complete the form at the bottom of the page.

  • Is it expensive to invest in a chatbot or automated assistant for my business?

    With the range of technology solutions available, conversational AI solutions such as chatbots and automated assistants can be very scalable. We can consult with you to understand your requirements and budget, to find the most appropriate solution for your business.

  • What if my employees are afraid that AI will replace their jobs?

    This can be common and we have discussed this with a number of businesses. However, most people actually see AI as a way of reducing the boring, mundane tasks that take up their time, freeing them to focus on more meaningful work. If your employees don’t see it this way, we can assist with communication and engagement strategies to help reduce this fear and increase internal buy-in.

  • Won't a chatbot just annoy my customers?

    This all depends on how well it is executed. The technology is available to allow sophisticated, human-like interactions with AI. Where this technology often falls short, however, is when it is rushed, not built based on customer understanding, or built using a technology platform that is not suited for the use-case.

Ready to see how Reload can help your business leverage Conversational AI?

Fill out your details and our team will get in touch with you soon to discuss your needs.

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