Conversational AI is Now the Heart of Customer Experience

Conversational AI is Now the Heart of Customer Experience

Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers’ Technology Adoption

RELEASE DATE
23-Mar-2023
REGION
North America
Research Code: K85C-01-00-00-00
SKU: IT04684-NA-MT_27513
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Description

Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and customer self-service.

When people talk about the infusion of AI across the customer contact landscape, they reflect on the usage of numerous technologies under “the umbrella of AI.” This set of technologies is diverse and encompasses several subsets. For example, AI can include the use of speech technologies, such as natural language understanding (NLU), natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), and speech-to-text (STT) processing.

Conversational AI (CAI) pulls from the above pieces but is more narrowly focused on providing a conversation between a human and its digital counterpart. With multiple names, including bot, chatbot, agent assist, virtual agent (VA), or intelligent virtual assistant (IVA), CAI provides self-service options for customers and assistance to employees across the front and back office, creating a hybrid digital/human workforce.

This insight details the state of conversational AI in the contact center as it is today, highlights industry innovations, and outlines growth opportunities that solution providers can attain by taking advantage of CAI technologies. It also provides a sampling of use cases and the competitive landscape for CAI.

Author: Nancy Jamison

Table of Contents

Conversational AI Background

Conversational AI Background (continued)

The Jury is Still Out, but the Promise is There—Generative AI

Why is it Increasingly Difficult to Grow?

The Strategic Imperative 8™

The Impact of the Top 3 Strategic Imperatives on Conversational AI

Growth Opportunities Fuel the Growth Pipeline Engine™

Evolution of CAI Universe from Interactive Voice Response (IVR) to Intelligent Virtual Agents (IVAs)

Traditional Contact Center Conversational Solutions versus Conversational AI Solutions

CAI Architectural Overview

CAI Architectural Overview (continued)

Voice-based Human-to-machine Interactions Will Retain a Unique Value Proposition in the Conversational AI Ecosystem

Significant Contact Center Conversational AI Trends

Besides Improving CX, Enterprises Leverage CAI to Enhance Employee Engagement

Combining Multiple AI Technologies Boosts CAI Capabilities

Combining Multiple AI Technologies Boosts CAI Capabilities (continued)

Combining Multiple AI Technologies Boosts CAI Capabilities (continued)

Combining Multiple AI Technologies Boosts CAI Capabilities (continued)

Combining Multiple AI Technologies Boosts CAI Capabilities (continued)

Combining Multiple AI Technologies Boosts CAI Capabilities (continued)

Combining Multiple AI Technologies Boosts CAI Capabilities (continued)

Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX

Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX

Human-to-machine Interactions in Voice, Text, and Image Data Formats Create the Need for Multimodal CAI Solutions

CAI Assists Businesses in Gaining Better Business Insights while Improving CX and EX

From Simple to Complex — Basic to Intelligent

Solutions and Enablement Platforms in the Broad CAI Landscape

Solutions and Enablement Platforms in the Broad CAI Landscape (continued)

Company Profile—Amelia

Company Profile—Cognigy

Company Profile—Five9

Company Profile—Genesys

Company Profile—NICE

Company Profile—Omilia

Company Profile—Sprinklr

Company Profile—Uniphore

Conversational AI Creating Multiple Use Cases across Business Functions and Vertical Markets

Growth Drivers

Growth Restraints

Way Forward—There is No One-size-fits-all CAI Solution for Enterprises

Growth Opportunity 1: Low-code or No-code Conversational AI Solutions

Growth Opportunity 1: Low-code or No-code Conversational AI Solutions (continued)

Growth Opportunity 2: Integrating Augmented Intelligence Services

Growth Opportunity 2: Integrating Augmented Intelligence Services (continued)

Growth Opportunity 3: Greater Vertical Market Business Agility

Growth Opportunity 3: Greater Vertical Market Business Agility (continued)

List of Exhibits

Legal Disclaimer

Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and customer self-service. When people talk about the infusion of AI across the customer contact landscape, they reflect on the usage of numerous technologies under “the umbrella of AI.” This set of technologies is diverse and encompasses several subsets. For example, AI can include the use of speech technologies, such as natural language understanding (NLU), natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), and speech-to-text (STT) processing. Conversational AI (CAI) pulls from the above pieces but is more narrowly focused on providing a conversation between a human and its digital counterpart. With multiple names, including bot, chatbot, agent assist, virtual agent (VA), or intelligent virtual assistant (IVA), CAI provides self-service options for customers and assistance to employees across the front and back office, creating a hybrid digital/human workforce. This insight details the state of conversational AI in the contact center as it is today, highlights industry innovations, and outlines growth opportunities that solution providers can attain by taking advantage of CAI technologies. It also provides a sampling of use cases and the competitive landscape for CAI. Author: Nancy Jamison
More Information
Author Nancy Jamison
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 conversational business intelligence
Keyword 2 customer experience with ai
Keyword 3 ai in cx
Podcast No
WIP Number K85C-01-00-00-00