The stark contrast in customer experiences has become increasingly evident for millions of us over the past year, as organisations across all industries struggled to maintain business operations while volumes increased. Automation has helped to drive business operations, but consumer-facing processes rarely meet our expectations. In fact, Gartner suggests 91% of organisations plan to deploy AI within the next three years to enhance customer experiences. In this way, conversational AI might be the solution, but with chatbots limited to question-and-answer engagements, it's clear a more intelligent platform is required. Most organisations have an automated phone system and offer multichannel options, including mobile apps to improve operational efficiency.