Can Conversational AI Succeed at ‘Humanizing’ a Brand?

iQuanti: A Genesys survey from 2019 found that 73% of respondents were open to dealing with a voice/chatbot when communicating with a brand.
Nearly 70% report having positive interactions with customer service bots when they require support, and more than 20% say they can “almost always” resolve their issue through a bot without having to escalate to a customer service rep. Almost 50% say they can do this “more than half of the time.” 
However, according to a study by Tidio, consumers were also put off by chatbots that felt too robotic. Finding the balance between taking advantage of chatbots’ efficiency and maintaining a brand voice can be delicate, but conversational AI technology can make this easier. 
What is conversational AI?
Conversational AI uses machine learning to have what can be considered “real” and “actual” conversations with customers, with technology such as: 
This technology can seamlessly change from one topic to another, use learning technology to improve upon and optimize each conversation with the same or different consumers, and resolve or handle more complex or serious conversations or needs without having to connect with a live person. 
This AI technology is able to imitate human interactions, recognize speech and text inputs, and translate their meanings in real-time and accurately, similar to how actual human conversations happen. 
How to create a brand identity with chatbot interactions
It may seem crazy, but a chatbot’s personality can create or enforce a brand identity by aligning with the brand and business objectives. A few things to focus on when creating a chatbot include:
Chatbots are often a consumer’s first point of contact with a brand’s customer service, so effectiveness is just as important as voice. The key is to find the happy medium between the bot’s functionality and personality. 
Companies can build a brand identity through chatbot interactions by focusing on providing value and personalization, as well as building and fostering relationships, with each customer. 
Because conversational AI can learn and adjust in real time, and uses NLP and ASR to communicate, chatbots are smarter and more life-like than ever. Customers want more human-like interactions, and companies want the efficiency and power of AI chatbots. 
Combining the two, and sticking to the company’s brand guidelines, can help enforce and create a brand identity within corporate chatbots, humanizing brands through technology. 
Source: iQuanti, Inc.