Conversational AI is the use of messaging and voice assistants to automate communication and create personalized experiences at scale between humans and machines. For customer care, conversational AI offers a direct path for customers to sort out problems, address concerns, and reach goals. It is a technology that allows us to use natural language to interact with intelligent assistants and it can be trained to provide concise or in-depth content, and can take on various tones.Without conversational AI these interactions would just be a bunch of canned questions and answers.
How can conversational AI help enterprises and their customers?
We live in an always-on world, and conversational AI is highly scalable, available 24/7, and in a split second, to help insurers field claims during floods or allow cable providers to troubleshoot technical issues with customers during outages. 40% of mobile interactions will be managed with conversational AI by 2020 and the “post-app” era will soon begin to dominate. Pulling from a rich trove of data, companies will increasingly personalize 1:1 messaging with customers.
How can conversational AI benefit your business?
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