There was a time when the term "conversational AI" referred to the rules-based bots that caused customers frustration and contained support tickets rather than resolved them. Today, that definition has shifted to encompass AI agents that hold real conversations, understand intent, and can adapt to emotion, handle complexity, and resolve issues across the entire customer journey through natural language.
The new rules of conversational AI explains why agentic AI, AI agents, and consumer-facing AI shopping assistants are changing how customers behave and heightening expectations for CX to be driven by conversations, not questions.
The report features insights from CX practitioners at Michael Kors, Liberty Specialty Markets, and others, and explores how it is now possible to scale conversational capabilities across CX, service, and even team onboarding, while maintaining a human touch and preventing risk from adversarial users.
Download this report to discover:
- How to scale both written and verbal conversational AI across the full customer journey
- How leading enterprises are using voice AI to augment their workforce and unlock new revenue
- How to quantify and mitigate the risks of conversational AI in production
Download PDF Attachment