How enterprise is putting conversational AI to work

The market for conversational AI is expected to grow to more than $15 billion by 2024, from $4.2 billion in 2019. And for good reason -- the technology is helping enterprises find new value and capabilities. In the enterprise, businesses are leveraging conversational AI for both customer-facing and internal use. According to IBM, companies spend $1.3 trillion to answer 265 billion customer service calls each year -- but deploying smart AI to address the most routine cases can cut costs by 30% and lower call center employee attrition. Thus the call center is a natural priority for deploying conversational AI, although that's far from the only use case.