Beyond chatbots: How conversational AI makes customer service smarter

  • “Now, however, conversational AI technologies, such as the underlying AI-driven natural language capabilities, are reaching a plateau. “The difference between vendors when it comes to natural language understanding is imperceptible from a customer perspective,” he explained. “What is different now is the quality of implementation, the design, how much training has gone into it.” The UX, he said, “has become the big differentiator.”
  • A tight labor market is driving conversational AI growth in customer service, said Roberti. In the early days of the pandemic, many contact center agents were let go, for example. “Now, even if they could hire as many people as they needed to at 25% more in compensation, staffing is not available,” he said. “So companies are being pushed towards automation as an imperative, as a matter of survival.”

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