What is Conversational AI? l Avaya

According to Deloitte's 2019 Global Contact Center Survey, 56% of companies believe that Artificial Intelligence (AI) is ready for broad adoption and plan to apply the technology around things like process automation, analytics, routing, and workforce solutions. One area the report doesn't cover, however, is conversational AI, which incorporates AI technologies, like chatbots or voice assistants, with machine learning to improve customer interactions. Research shows the most successful companies are moving cautiously with AI, starting with agent assist or chatbots (nearly 40% of companies are leveraging AI-powered chatbots to interact with customers). Although many companies are not considering conversational AI, today's biggest brands, such as Facebook, Apple, and Google, are signaling AI's rise by making key investments in conversational design. Wherever your organization is along its AI journey, conversational AI is something you must contend with for the future of customer experience.