How to Ensure Customers Trust Your Conversational AI

“Trust seems like the lasting, kind of mysterious, competitive edge.”

While your organization may be excited to make the switch to conversational AI, it is important that your customers share in this excitement. In order for this to happen, your customers must trust the AI you deploy. With 77% of customers using an AI powered service or device everyday, it is not a foreign concept to most. However, there are some precautions that must be taken to ensure your customers are as confident in your conversational AI as you are.

Whether you are deploying an AI-powered bot, virtual assistant, or conversational IVR phone system, your customer’s trust must be a top priority. Below we discuss some ways to ensure trust is maintained with your customers.  

1. Show your customers how they benefit

The first step towards getting your customers to trust your conversational AI is showing them why you deployed it in the first place. Promote your AI for all the benefits it brings. This can be done by promoting statistics of how much time is saved by using your AI-powered bot or virtual assistant, posting testimonials from your previous clients, or providing examples of popular use cases that your AI has succeeded in. Whether it’s the efficiency, simplicity or availability, there is something about conversational AI that can win over almost any customer. In fact, recent research from Salesforce has shown that customers who have interacted with AI are 9.5 times more likely to call it “revolutionary” than “insignificant”. Before customers can trust your AI, they must be willing to give it a try.

2. Be ethical when designing your AI

To maintain the trust of your customers, it is crucial to remain ethical when designing and optimizing your AI-powered bot or virtual assistant. If asked, a simple reminder of your bot’s compliance to privacy laws, such as GDPR (General Data Protection Regulation) and other similar data protection policies, could put their minds at ease. This is particularly important in use cases where customers divulge personal information such as banking and retail transactions. In cases where your bot authenticates users and asks them to log in before providing user-specific information, sending a quick message reminding customers that their information will not be shared, and upon request can be forgotten, can make them much more willing to accept assistance from your AI. Verifying their identity prior to receiving personalized help can also reinforce the fact that you are serious about protecting their data. 

3. Be honest and transparent

It is important to be upfront and honest with your customers throughout their conversational AI experience. This usually starts with your bot identifying itself as an AI-powered Virtual Assistant, and often includes details on how they will use data to provide a better customer experience. A good way to do this is to have your bot start each interaction by introducing itself and what it can help with. This way, the customer knows who they are speaking with and can choose whether or not to continue the interaction. Another way to reduce any distrust towards your AI is to have as much information about the workings of your bot available, if at all possible. It is much easier to trust a bot’s conclusion if you are able to see or understand the basics of how it arrived at that conclusion.

4. Maintain a human-like presence

Although it is critical to let your customers know they are speaking to AI, it is equally important to ensure the AI still delivers the service you would expect from a human. These characteristics will help customers see that your bot or virtual assistant is not a daunting, foreign technology but a useful tool. There are many ways to personify your bot. These include giving it a name and personality, as well as training them with a somewhat casual, natural dialect that is reflective of your brand.

In addition, it is important to let your customers know a live agent is available for them at any time should they need or want one. This will prevent your customers from feeling as if they are trapped with a bot and cannot get the assistance they need, especially if they need to escalate an issue. Conversational AI is meant to work alongside agents and cannot run autonomously – it requires constant training and optimization from humans to learn and get better everyday. Therefore, a lot of it’s human-like characteristics are brought to life from the very humans who take care of it.

As your company’s customer service environment evolves, it is important no customer gets left behind. While many will be eager to embrace conversational AI, you may encounter some who are skeptical. This is why it is essential to ease the transition for them, building trust between customers and your AI. When customers trust your AI-powered bot or virtual assistant, they will feel safe enjoying all the help and benefits it brings them. 

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.