Conversational AI and customer experience [Q&A]

These days when you contact a company online it can be hard to know if you're dealing with an actual person or with an AI bot. Clearly AI has a role to play in automating repetitive tasks and answering straightforward queries. But can it really have a wider role to play in improving customer experience? We spoke to Derek Roberti, VP of technology at Cognigy, a global conversational AI platform provider, to find out. BN: What exactly is conversational AI? DR: Conversational AI automates conversations between computers and humans. Because it's communication-centric, this technology is leveraged across the enterprise by… [Continue Reading]