Creating the Customer Experience of the Future Using Conversational AI

Organisations are failing to truly harness the power of Conversational AI to deliver real business outcomes. Limited understanding of Artificial Intelligence (AI) has resulted in its hurried and ineffective implementation. The Customer Experience (CX) leaders of tomorrow can avoid this by following a framework that focuses on using AI and Machine Learning to deliver a tangible business case that enhances their overall customer experience. A recent CIO survey by Gartner found that by 2022, 20% of customer service will be handled by intelligent conversational agents and yet, 54% of organisations still have a very limited understanding of the technology. This has set the premise for the emergence of a plethora of vendors offering niche solutions using AI.