An Ultimate Guide to Conversational Automation

An Ultimate Guide to Conversational Automation
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How would you feel if a virtual assistant were more inclined to be your helpful friend than a clumsy machine? It would react and respond to queries like your human support teams.

Conversational automation is changing the days of awkward dialogues and robotic answers. They are transforming monotonic conversations with chatbots into engaging conversations where the user does not feel frustrated (about 60%) and trapped in the technical labyrinth of pressing 1 and 2 to choose options.

From streamlining customer support to driving sales conversions, conversational automation revolutionizes how businesses communicate with customers.

This comprehensive guide will help you use this transformative technology to improve customer relations and provide a better AI experience.

Make way for intuitive chatbots, personalized virtual assistants, and automated interactions that sound human again. Take the plunge into intelligent conversation!

What is Conversational Automation?

Conversational automation is the application of AI to create virtual assistants and chatbots to streamline and automate business, customer, and employee communication. It combines NLP, ML, and GenAI to make chatting with the bot feel like it’s coming from people. It enables businesses to connect instantly across mobile apps, websites, or other messaging platforms.

It handles repetitive activities such as providing product recommendations, answering frequently asked questions, making appointments, and conversing to understand user needs. It creates a world where customer and in-house interactions are personalized, wait times are reduced, and support services are available 24/7 for customers.

This also enables human resources to concentrate much energy on complex tasks that add value to businesses.

Check out the ten best Conversational AI platforms in 2023

How is RPA Related to Conversational Automation?

RPA aims to automate intensive organizational tasks, while conversational automation technologies are employed in different domains and serve independent purposes.

The RPA deals with repetitive, rule-based activities that people usually engage in, like data entry, form filling, or moving content from one program to another. These processes involve interaction with graphical user interfaces (GUIs) of different software applications or systems by RPA bots.

Conversely, conversational automation is a business process that simplifies how firms interact with customers using virtual assistants or chatbots.

Despite operating in different domains, they can complement each other.

For example: RPA bots can handle backend processes like retrieving customer data, while conversational automation leverages RPA bots to provide real-time responses to customer inquiries.

This table will help you understand the difference between RPA and conversational AI.

Introducing Conversational RPA For Business Growth

Conversational RPA is the combination of RPA and conversational AI. It uses an innovative approach to streamline workflows, improve customer experience, and drive higher operational efficiency with human-like interaction.

This involves using bots to automate repetitive tasks or processes that are normally done by human beings. Such bots work on digital systems, applications, and data sources to execute the tasks accurately, promptly, and consistently.

When integrated with RPA, conversational AI capabilities create intelligent automation solutions that can understand, interpret, and react to human language inputs.

This opens up possibilities for automating a variety of processes, including customer support services, sales, HR, and finance operations.

One key advantage of conversational RPA is that it bridges the gap between humans and machines, making automation easy to use and more accessible.

Instead of relying on complex interfaces or coding skills, users can converse with the system using natural language, make requests, instruct, and even get real-time updates on task status.

For example, in customer support service, a virtual assistant powered by conversational RPA can handle inquiries, process orders and resolve issues through customer conversations.

Some notable benefits of conversation RPA, apart from increasing efficiency and enabling automation, are:  

  • Reduces operational costs associated with inefficiencies, manual labor, and errors 
  • Improves the customer experience by facilitating faster response time and personalized interactions, leading to increased customer loyalty and a competitive edge
  • Allows easy customization to suit specific business requirements with tailored bots to automate processes for maximum efficiency
  • Captures and analyzes data from user interactions to generate valuable insights and analytics. This helps identify trends, optimize processes, and drive continuous improvement.

How Does Conversational RPA Impact Business?

Businesses worldwide expect an increase in revenue by 6-10% after adopting AI and an increase of 1% point per year in labor productivity. If AI alone can make such a huge impact, imagine what a combination of these technologies can do.

Some other notable impacts of conversational RPA on business are:

  • Allows people to interact with systems using natural language inputs, improving user experience, and making automation easier and more intuitive
  • Automates repetitive tasks across departments, such as data entry and validation, generating reports, invoicing, etc., reducing manual efforts and errors. This also increases operational efficiency and productivity, leaving employees to focus on more valuable tasks
  • Provides real-time updates and insights, enabling informed and faster decisions, which increases agility and responsiveness in a rapidly changing business environment
  • Enables round-the-clock assistance and services, where bots can handle inquiries, process transactions, or even perform duties beyond conventional working hours
  • Helps scale rapidly with growing demands and procedures. Organizations can use additional bots or enhance the capabilities of the existing ones without increasing any overhead
  • Reduces the risk of violations, ensuring compliance with regulations and standards
  • Brings seamless integration with existing systems and applications using APIs & connectors for accessing data & triggering actions

Everything About Conversational Automation Platforms

To benefit from conversational automation, sophisticated software is necessary to simplify the entire process. These platforms use conversational automation technology and GenAI capabilities for human-like conversations.

Such platforms understand customer queries' context, intent, and sentiments and pull information from previous interactions to facilitate more meaningful communication.

Moreover, they continuously learn and adapt to improve their understanding and responses.

Uses Cases of Conversational Automation Platforms

Customer Service and Support: Provide 24/7 assistance, troubleshooting, and account management.

Lead Qualification and Generation: Engage users to qualify leads efficiently and accelerate sales.

Sales Support: Offer product recommendations, assistance, and personalized shopping experiences. For example, conversation automation in insurance can enable personalized suggestions of insurance products. 

HR and Employee Support: Assist with HR inquiries, IT support, access to company policies, and automated onboarding. 

Feedback Collection and Surveys: Collect feedback through interactive surveys to improve products or services.

IT Service Management: Automate IT support tasks like incident, problem, change management and service requests.

Knowledge Base: Possesses capabilities to access information, reducing support ticket volume. Conversational automation platforms also enable agile knowledge management by retrieving data from websites, SharePoint, URLs, PDFs, and other documents and support tickets. 

Conversational Automation with

Conversational automation platforms are instrumental in improving customer engagement, operational efficiencies, and business growth. 

Gone are the days of robotic responses and awkward bot interactions. Conversational automation platforms make customer interactions enjoyable, where users feel understood and valued.

With 24-hour personalized assistance, businesses improve customer satisfaction and gain insights for better decision-making. These platforms have versatile applications across industries, from HR to insurance to healthcare. 

If you want to experience how conversational automation can transform your business, book a demo with today!


  1. What is the difference between RPA and conversational AI?

The difference between RPA and conversational AI lies in their work. RPA focuses on repetitive and rule-based tasks like data entry, form filling, etc., while conversational AI allows for intuitive communication through spoken or written language and makes natural language interactions for humans with computers possible.

  1. What are the three types of RPA?

The three kinds of RPA are attended RPA, unattended RPA, and hybrid RPA. 

  • Attended RPA can interact with employees and assist them with their work. 
  • Unattended RPA operates autonomously without human intervention and works remotely on servers or virtual machines running task executions only. 
  • Hybrid RPA combines the features of attended and unattended types regarding process automation flexibility.
  1. What is the primary purpose of IPA?

The main objective of IPA (Intelligent Process Automation) is to create intelligent solutions that incorporate several other technologies, such as RPA, AI, and ML, into business process optimization. Automating complex tasks requiring cognitive abilities under IPA provides key benefits, such as higher efficiency, accuracy, and scalability.

  1. What are the components of conversational AI?

A conversational AI system has four components: natural language processing (NLP), natural language understanding (NLU), ML, text analysis, speech recognition, conversion design, and data.

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