Artificial intelligence (AI) is reshaping the way brands communicate and engage with customers. While long anticipated, today’s AI has matured enough to deliver practical outcomes that are permanently changing the landscape for many industries. Customer service, and particularly contact centers, are at the forefront of embracing AI in their operations using conversational AI. Conversational AI is powering a new way of meeting customer expectations for fast, accurate service, while generating significant benefits for the business, including the ability to scale up or down, cost reductions, improved efficiencies with data insights, increased first contact resolution rates, and more. 

If you’re new to conversational AI, this guide provides an overview of the technology and insights to help you determine how, when, and why to use conversational AI to improve your customer experience