Investing in a Conversational AI means you can deliver a more natural caller experience – allowing your customers to speak naturally the way they would with a real human.
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Conversational AI uses Natural Language Processing to understand user utterance – either through a chat application or a voice channel. When setting up a Conversational AI, organisations will need to model their business processes to ensure the Conversational AI behaves the way they want it to in any given customer facing situation. This process modelling is why adopting a holistic approach to Conversational AI tools is so important.
Natural Language Processing strives to build machines that understand and respond to text or voice data—and respond with text or speech of their own—in much the same way humans do. This means that it can comb through a customer’s user utterance to find the meaningful terms and phrases that it will use to respond.
Using Conversational AI, you can provide automated self-service options for customers on web, mobile and voice channels. This means you can manage high volumes of interactions consistently, provide 24/7 cover far more cheaply than by rotating live agents, and boost CSAT by improving AHT.
With Conversational AI you can:
83% of IT leaders say AI and Machine learning is transforming customer engagement. Why are organisations increasingly looking to implement AI and automation in their service strategy?
There are several drivers behind the adoption of Conversational AI software in the contact centre:
Omilia is the first AI vendor to integrate the entire AI technology stack into an enterprise-grade platform. Deliver Conversational AI across voice, chat, and transcription to bring next-gen IVR virtual assistants to life.
Amazon Q in Connect is an AI-powered assistant that delivers real-time solutions for both customers and agents. Integrated within Amazon Connect, it quickly identifies issues and provides personalised responses by leveraging customer data, knowledge bases, and web content to enhance resolution speed and overall satisfaction.
Ada is the intelligent brand interaction platform that helps to automate your most valuable interactions. Answer common support questions, deliver personalised interaction, and anticipate customers’ needs — all from one AI-driven brand interaction platform.
Deliver effortless CX at scale with a conversational platform that lets your customers speak naturally, interrupt, change topics — and always have a fantastic customer experience.
Zendesk AI agents autonomously resolve complex issues across any channel, providing instant 24/7 support that delights both customers and employees while lowering costs at scale.
