RPA and conversational AI (chatbots, voicebots etc.) are two technologies often associated with one another, both in conversation and in mindset. This is understandable given both are pursuits of automation, they both entered the mainstream at similar times, and can provide significant value when combined together. Many organizations on their automation journey begin with RPA before later expanding into conversational AI. But while this makes sense on some levels, it can also be detrimental to the overall impact and value of the chatbot project. I've seen firsthand the difficulty of shifting from RPA to conversational AI initiatives.

I first started working in the world of virtual agents in 2000 and, even though the technology was very much in its infancy at the time, saw huge potential for innovation and growth in the industry. Having now led my own company in this space for over 15 years, I have a unique perspective on the advancements of conversational AI technology and the ways it can be used. I was pleased to share some of my insights with the AI Time Journal recently in an interview for their Conversational AI Initiative. Whether you use chatbots, virtual agents, conversational AI or one of the other numerous terms in the market today to describe this technology, one of the biggest challenges the industry faces (besides the inconsistent terminology!) is the lack of understanding within organisations about deploying these solutions. Just a few years ago this was due to them not really knowing much about virtual agents or how these tools can be used to improve the customer and employee experience.