5 ways to use conversational AI in your contact center

Conversational AI is technology that enables human-like interactions through virtual agents or chatbots using Natural Language Processing (NLP). It can be categorized into generative and non-generative types, with the former being capable of learning and improving over time. The benefits of conversational AI in contact centers include personalization, handling common questions, collecting account information for live support, routing complex concerns to appropriate teams, and authenticating callers to prevent fraud. By implementing conversational AI effectively, businesses can improve customer experience, increase efficiency, and reduce costs.