Going for Digital Transformation? Turn your team into a conversational AI powerhouse

Transforming the customer experience (CX)

Digital Transformation almost always includes improvements in the ways a company communicates with its customers and uses the content of those communications to drive better customer experience. For example, this could be adding conversational AI (natural language voice and chatbots) to handle inquiries, automate responses, and route complex needs and details to agents. It might also involve saving the inputs and actions taken to databases. The stored information allows for sophisticated data mining and further iterative improvements. In short, the emphasis is on “transformation” more than technology.

According to the Enterprisers Project, Digital Transformation is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver CX value. It’s bringing in systems and applications that go beyond siloed websites, mobile apps, and support teams. It's also about operations and cultural changes that require organizations to continually raise the bar, challenge the status quo, experiment, learn from failure, and grow.

Digital Transformation is more than upgrading your tech stack

Like many good things, Digital Transformation is hard. The kinds of changes described above feel more like upheaval than new tools and processes. Even so, we all want to present a modern face to our customers and engage in the best business practices, though we’ve all heard about well-intentioned efforts that fail. McKinsey finds that a whopping 70% of digital transformation programs fall short of stated goals. Even if something is learned, that’s a great deal of effort, time, and money wasted. A common cause is treating digital transformation as just another technical project, especially when taking on something as nuanced as conversational AI. The reality is that conversational AI, like any powerful and flexible technology, has to be addressed from the human side as much or more so than the technical.

Including conversational AI in Digital Transformation

Mastering conversational AI as part of the transformation is about balancing the right strategies, people, and processes. You don’t want to rely on one-off solutions built by a vendor that is more eager to get paid than to deliver well. Digital Transformation and CX are complex and it can be tempting to outsource projects to those who promise speed and simplicity. CCAI offers the preferred alternatives: clarity and effectiveness. Rather than disjointed silos, we help you turn your team into experts in customer-centered interactive AI experiences and the understanding of what your team uniquely offers. Whether your customers could benefit from a skill or action with a voice assistant, a chatbot, or IVR, your best chance for success with conversational AI as part of your transformation is a well-equipped team.

The Benefits of Conversational AI as Part of Digital Transformation

  • Boost customer care: Around the clock customer service at their convenience, no matter your typical business hours

  • Grow productivity: Automation frees up your employees to focus on higher-value work

  • Gain efficiency: Processes and responses can be streamlined for a cohesive experience

  • Reap insights: Automated processes include a pre-defined data model which can be used to improve the customer experience even more

Result: You’ll beat the competition. When the CX is better, response time is faster, employees are more productive, and you have data that gives you an edge, your customers will be happier with their relationship with you.

Ten tenets for effectively transforming teams into conversational AI powerhouses

  1. Invest thoroughly in understanding best practices for automated conversational AI, not just learning how a particular platform works.

  2. Train or hire for the right expertise.

  3. Research and strategize for CX and communication pain points first, then expand to new opportunities.

  4. Define clear, realistic, and measurable goals and timelines for success. Ambiguity leads to failure.

  5. Invest in platforms that feature power, flexibility, and the ability to grow.

  6. Collaborate broadly and seek input and feedback from all stakeholders, especially from the most affected teams.

  7. Design and iterate for effectiveness of your conversational AI system. Efficiency will follow.

  8. Research and test to ensure customer experience excellence. It is the best path to achieve business goals.

  9. Expect challenges, difficulties, and problems. No project is perfect and resilient teams persevere to reach success.

  10. Plan for 2 - 3 months of optimization (data gathering, analysis, development, release) for conversational systems post-launch.

Digital Transformation and conversational AI are admirable desires and goals on the part of enterprises, and they can end in success. CCAI helps you get your desired results and more. Simply put, the way to get something better is to combine the new technologies with better ways of implementing how they will work in your environment for your customers and employees. Design for the results you want and aim to leave nothing to chance.


Looking to build your team for creating voice, chat, or multimodal applications? CCAI offers a 3.5 hour workshop for companies that want to build a conversational AI competence.