Definition: Conversational AI refers to the use of natural language understanding and machine learning to create intelligent virtual assistants that can communicate and engage in human-like conversations with users. One platform with an open architecture for Conversational AI is Teneo, which allows you to integrate to the call center platform of your choice, including Microsoft, Genesys, Avaya, Nice, Five9, Amazon Connect, Cisco and other leading platforms, regardless of whether your contact center operates on-premise or in the cloud.
Why is Conversational AI Important in a Contact Center?
Conversational AI can handle routine queries, freeing up agents to handle more complex issues. This can lead to improved customer service, reduced costs, and increased efficiency.
How to Measure the Effectiveness of Conversational AI?
The effectiveness of conversational AI can be measured by looking at metrics like resolution rate, customer satisfaction, and the number of queries handled.
How to Improve Conversational AI?
Conversational AI can be improved by regular training with diverse data, refining the conversation flow, and integrating with AI-powered solutions like OpenQuestion.
Enhancing Conversational AI with OpenQuestion
OpenQuestion can provide real-time insights into customer needs, helping to improve the conversational AI’s ability to handle queries and enhance customer satisfaction.