The creation of voice-based and chat-based tools (Voicebots and Chatbots) has allowed companies to put in a place a 24/7 customer service system that meets the required quality standards and can help with customer queries and problems as well as with with sales. Bots were first invented in the 1960s but advances in automatic natural language processing (NLP) and automation have seen Chatbots and Voicebots develop the capacity to hold real, human-sounding conversations. A conversational Chatbot or Voicebot is a computer programme developed using Natural Language Processing (NLP) and artificial intelligence (AI) that is capable of holding a conversation. Thanks to machine-learning technology, Bots can understand people's intentions and emotions and provide a fast and empathetic response to any query, all the while learning from interactions and improving and humanising processes. Chatbots and Voicebots can communicate by phone or via digital channels, such as websites, apps, instant messaging platforms like WhatsApp, social media, and more.

Cutting-edge technologies such as artificial intelligence (AI), machine learning, and many more have helped to build chatbots and voicebots for the utmost customer satisfaction in the highly competitive market. Industries need to leverage more AI products and solutions to deliver optimized performance in the long run efficiently and effectively without any damage and error. Here is an exclusive interview with Amit Gandhi, Founder, and CEO, NovelVox, who has enlightened the readers about how the company leverages artificial intelligence to offer a Conversational AI-based platform as well as a sentiment analyzer to have a better understanding of the market. NovelVox can be referred to as a software product house that has been revolutionizing the contact center industry for over the past decade. Since 2008, it has been offering tools to integrate core applications of multiple industries, including healthcare, retail, banking, insurance to name a few.