Conversational AI is a set of technologies that automates communication and offers human-like interactions. It is often referred to as chatbots and intelligent virtual assistants (IVA), which feature a human interface system. These AI-enabled chatbots and IVA are the most relevant approach for addressing customer needs and improving contact center management.
Chatbots and virtual assistants are empowering organizations to eliminate repetitive & tedious tasks and maintain the customer service levels despite reduced workforce due to coronavirus outbreak. Customers today demand faster resolution of their tickets, and AI-based chatbots are proving to be a key driver for enabling an effective remote workforce.
Unlike human agents, chatbots and virtual assistants cannot be absent due to illness or other disasters like COVID-19, which can put human lives at risk. This makes chatbots and IVA an ideal and efficient solution for assisting customers 24/7 across all communication channels, resulting in enhanced customer engagement.
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