3 Ways Conversational AI Is Transforming the Customer ExperienceĬonversational AI has actually been the backbone for many of the advances in customer experience that we take for granted today. Conversational AI can be used to collect information, accelerate responses, and augment an agent’s capabilities. Generative AI takes data from a training set and then generates new data based on the patterns and characteristics of the training set.Ĭonversational AI, on the other hand, is designed to engage in back-and-forth interactions, like a conversation, with humans or other machines in a natural language. The dominant style of generative AI is based on the neural network, which is an estimation of how we think brain works. Generative AI involves programming a computer to replicate a human mind in order to create new content. Conversational AI and Generative AI Definedįirst off, let’s define what we mean when we talk about conversational and generative AI and break down these terms: In this blog article, we’ll talk about the AI that’s been at the center of automating contact centers and improving customer experience strategies (conversational AI) as well as the new kid on the block grabbing all the headlines (generative AI) and what each means for your CX plans. None.Ĭlearly generative AI is taking center stage right now, but there’s a different form of AI that’s been on the scene for a while – conversational AI. That’s a big deal – especially considering that in 2022, the CMSWire State of Digital Customer Experience report found that a quarter of respondents said they had no AI applications in their CX toolset. That was number one, ahead of revenue growth (26%), cost optimization (17%), and business continuity (7%). Gartner recently released poll results showing that 38% of respondents consider customer experience/retention as their primary focus of generative AI investments.

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