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Conversational Intelligence: The Next Big Thing In Customer Experience

2 minutes 30 seconds read

Conversational AI is the technology that makes human-computer conversations emotionally intelligent, and less scripted. It allows AI-led chatbots to interact with people in a human-like manner, thereby keeping this human-computer interaction as natural as possible, yet high on its emotional quotient.

Conversational AI is trained to comprehend and engage in contextual dialogue using Natural Language Processing (NLP) and additional AI algorithms.

Conversational AI is one among a few other new-age technologies that continue to emerge on the scene including augmented intelligence, edge AI, data labeling, and explainable AI.

How Conversational AI helps with better CX? 

Conversational AI uses a combination of natural language processing (NLP), machine learning (ML), speech recognition, natural language understanding (NLU), among other language technologies to process and contextualize voice or text messages and accordingly respond with the most suitable answer. 

Through NLP, the computer can ascertain the intents and entities of the customer on the other end, while identifying statistically significant patterns that it has been trained on. This enables it to learn your business needs and get smarter with time, thus helping a more evolved customer experience. 

Why is it important to invest in Conversational AI?

Gartner had predicted that, by the year 2020, customers would manage 85% of their interactions with businesses without interacting with a human. It’s predicted that in the upcoming decade, basic automation and apps will be replaced with advanced AI technologies with an objective to improve the overall customer experience metric by proactively gauging the customer’s needs and intent and engaging on an emotional level. 

An increased amount of AR and VR innovations across industries are set to be the norm by 2025 as part of an expected customer experience offering. 

“The greatest advantage of having a conversational AI solution is the instant response rate. Answering inquiries within an hour means 7X greater probability of converting over a lead. Clients are bound to discuss a negative encounter than a positive one,” reports AnalyticsInsight.net. 

Image Courtesy: www.kore.ai

Conversational AI in Insurance 

Conversational AI is an ideal addition for service, healthcare, insurance organizations to name a few, as it helps with helping support agents streamline their work, take after-call notes in the CRM system, or complete the missing details that will help by building a seamless customer service system. The technology also helps predict or react to changing call patterns and/or any real-time guidance the agent might require. 

Additionally, customers can first engage in self-service aided by conversational intelligence to save time, improve efficiency and get the desired results sooner. While rebranding Care Health Insurance’s (erstwhile Religare) website and app, Mantra Labs deployed Hitee, their AR-based virtual support that helped with the first-level solution for the customer and in turn, led to higher New Business Conversions by a factor of 10X and an overall drop in customer queries over voice support by 20%.  

2021 Customer Support Trends Report says that inferior customer experience costs companies at least $62 billion annually. 56% of support leaders shared that their current chatbot implementations don’t carry intelligent tools in this report, and customers are increasingly demanding convenience from businesses they interact with. 

Intelligent chatbots make apps simple, and more human to use. Their USP is to create device-agnostic experiences across channels, thus becoming a key factor in driving intelligent customer experiences. 

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What If the Sun Took a Day Off?

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Ever wondered what life would be like if the Sun took a day off? Picture waking up to an Earth shrouded in darkness, where temperatures drop dramatically within hours, plunging the planet into an icy chill. Plants, deprived of sunlight, would halt photosynthesis, leading to a food production crisis. Our reliance on renewable energy would face a sudden halt, causing widespread blackouts and chaos in cities across the globe.

A day without the Sun would throw our world into chaos! Luckily, that’s never going to happen (at least in our lifetime!). But this thought experiment underscores the Sun’s critical role in our lives and highlights why harnessing solar energy is so vital. While we’re increasingly turning to solar power, we are still missing out on capturing a massive amount of solar energy that falls on Earth every single day.

How Much Solar Energy Are We Missing Out On?

Every day, the Earth receives about 173,000 terawatts of solar energy from the Sun—more than 10,000 times the world’s total daily energy consumption. Despite this abundance, we only capture a tiny fraction of this energy. In 2023, solar energy accounted for just 4.5% of global electricity generation—a huge opportunity waiting to be tapped.

If we could capture just a small percentage of the Sun’s energy, we could power the entire world many times over. The total solar energy that hits the Earth in just one hour could meet the world’s energy needs for a full year. Yet, due to limitations in solar panel deployment, technology efficiency, and energy storage, the vast majority of solar energy goes unused each day.

As we improve solar technology and infrastructure, capturing more of this energy becomes not just a possibility but a necessity for a sustainable future. Let’s dive into how cutting-edge technology is making solar energy more accessible and efficient, helping to turn this untapped potential into real, usable power.

How Tech Makes Solar Adoption Easier

Customer-centric technology is revolutionizing the way we adopt solar energy. Imagine an app that allows you to simply point your smartphone at your house to estimate how many solar panels you need, their ideal placement, and the energy they can generate.

Here are the key benefits of this innovative approach:

  • Precision: By capturing images of your property through satellite, the app calculates the optimal placement of solar panels for maximum energy production. Studies have shown that precise placement can increase efficiency by up to 20%.
  • Customer Engagement: Users receive real-time insights into their energy production, helping them understand their solar power system better, whether they’re using Tesla solar panels, solar power generators, or even solar attic fans to optimize home energy usage
  • Seamless Experience: With user-friendly interfaces, consumers can easily monitor their solar systems remotely and receive updates on their energy output. This accessibility is crucial for encouraging the wider adoption of solar technologies.

The Tech-Driven Shift Toward Sustainability

As solar technology evolves, so do the solar panels themselves. Innovations like Tesla solar roof systems, flexible solar plates, and bifacial panels are redefining what’s possible in renewable energy. Even smaller systems—such as portable solar generators and solar air conditioners—empower homeowners to harness solar power efficiently.

Photovoltaic (PV)  panels, the cornerstone of solar energy, have seen incredible advancements, now boasting efficiencies of up to 22%. This means fewer panels are needed to produce more energy, making solar energy more effective for a wide range of applications, from solar shingles to off-grid systems.

Moreover, the push towards cradle-to-cradle sustainability is reshaping the industry. New solar panels are being designed with recyclability in mind, reducing their environmental footprint. Innovations in recycling technology now recover up to 95% of materials from end-of-life panels, ensuring that even the oldest solar systems contribute to a greener future.

While solar technology continues to advance, solar panels themselves are becoming more efficient and environmentally sustainable. Innovations such as systems, flexible solar plates, and bifacial solar panels are pushing the boundaries of what’s possible in renewable energy. Even smaller systems like portable solar generators and solar air conditioners are empowering homeowners to tap into the power of the Sun efficiently and sustainably.  Photovoltaic (PV) panels, the cornerstone of solar energy – now boast efficiencies of up to 22%​. This means a smaller array of solar panels for home or commercial use can generate more electricity. This makes solar energy systems more appealing and effective for various applications, from solar roof shingles to off-grid solar systems.

Moreover, the move toward cradle-to-cradle sustainability—where solar panels are built from materials that can be easily recycled—has gained traction. This reduces the environmental footprint even further. Innovations in recycling can recover up to 95% of materials from end-of-life panels, According to PV Cycle​, with room for improvement in recycling.

Making Solar Affordable and Accessible

Historically, one of the biggest barriers to solar adoption has been the cost. But things are changing fast. Innovations in financing models, such as Power Purchase Agreements (PPAs) and solar loans, have significantly reduced the financial burden of installing solar systems. According to the Solar Energy Industries Association (SEIA), the average cost of solar installation has dropped by over 70% in the last decade.

Couple that with federal and state incentives like the Investment Tax Credit (ITC), which provides a 30% tax credit on solar installations, and solar energy is more affordable than ever. Net metering programs, which allow homeowners to sell excess energy back to the grid, further enhance savings, making solar not only accessible but also financially rewarding.

Conclusion

The future of solar energy goes far beyond rooftop panels—it’s about making the entire solar experience intuitive, accessible, and sustainable. With smart apps and tech-driven tools, consumers can now manage their solar energy systems with just a few taps on their phones, making the shift to green energy simpler and more engaging.

At Mantra Labs, we’re at the forefront of this solar revolution. We’ve helped some of the world’s largest solar providers develop cutting-edge, customer-friendly solutions. Our mobile apps allow users to estimate solar panel needs, monitor system performance, and even track their environmental impact—all from the convenience of their smartphone.

Together, with innovative tech and a commitment to sustainability, we’re building a future where solar energy isn’t just an option—it’s the smarter, more accessible, and greener solution for everyone.

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