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Conversational AI: Using Messaging, Speech, and Chat to Automate Customer Engagement

Brent Kelly (President & Principal Analyst, KelCor)

Date: Thursday, April 2

Time: 9:00am - 9:45am

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Practical AI

Hot Topic(s): Artificial Intelligence & Analytics

Vault Recording: TBD

Artificial intelligence is transforming communications, collaboration, and customer engagement. In some contact center scenarios, AI-based virtual agents are displacing IVR as the engagement interface of choice because virtual agents, or intelligent bots, often enable customers to obtain access to information or perform actions much more rapidly than do IVR systems and live agents. Furthermore, when crafted well, an intelligent bot not only can benefit customers, but also the bot owner, by decreasing customer support costs significantly.

Conversational AI is the term used when artificial intelligence is applied to creating self-service customer experiences using messaging apps, SMS, and speech. A recent survey suggests that over the next few years, nearly two thirds of organizations will be using intelligent virtual agents, whereas fewer than 25% use them today.

This session on Conversational AI will cover the following topics:

  • Conversational AI as an IVR killer
  • Design principles for creating excellent intelligent virtual agents
  • Intelligent virtual agent (IVA) fabrication environments
  • Architectural considerations for IVA deployment
  • A brief overview of some of the main players in this market


* Realize why IVAs will disrupt the existing IVR market.
* Gain an appreciation of the effort and process required to develop a good IVA.
* Come away with design principles that can be used in your own IVA development efforts.
* Understand the implications for your contact center based on the architectures imposed by different IVA vendor solutions.