Conversational Al automates conversations between customers and organizations over messaging apps, webchat and voice channels using chatbots or voice-based assistants (voicebots). Based on NLP (Natural Language Processing) technology it mimics the nuance of human conversation to give the customer the impression they are talking to a person.

In this whitepaper, we will look at what Conversational Al is, the consumer packaged goods challenges it addresses, the contact center metrics it impacts, and the new types of functions it enables.

Is Al about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see.