How to carry conversational AI beyond Covid-19: A guide - AI News

The acceleration of digital transformation was one of the most striking impacts of the pandemic. Video conferencing, contactless payments and conversational AI were just three of the technologies that saw massive adoption rates during 2020 as organisations scrambled to enable employees to work remotely, while helping customers to safely transact in-store and self-serve online. Contact centre employees in the healthcare, travel, financial, retail and insurance sectors found themselves inundated with calls, while they adjusted to working from home themselves. Many organisations quickly implemented chatbot solutions to address this quandary. According to Gartner, penetration rates of conversational AI increased by 20%-50% in 2020, up from a range of 5%-20% in 2019 and chatbots are projected to see 100% increase in the next two to five years.