What’s next for conversational AI?

The recent advances in artificial intelligence (AI) have led to the development of conversational AI, which is responsible for powering chatbots and other similar technologies. This technology is revolutionizing how we interact with computers, making more natural and human-like conversations possible. What are some use cases of conversational AI, and how is this technology revolutionizing the CX industry?

In this episode, our guest, Craig Kennedy, discusses why conversational AI is gaining traction and attention, how the CX industry has adopted this technology, and where conversational AI is heading in the future.

Craig Kennedy is the Sr. Director of Research at Aragon Research. He is also the Lead Analyst for conversational AI and digital operations, including areas like security cloud infrastructure. Aragon Research provides research and advisory services to businesses and IT executives ranging from startups to some of the largest enterprises in the world. 

Enjoy!

In This Episode

00:56 - Craig Kennedy's role at Aragon Research

01:32 - Why conversational AI is gaining traction and attention

05:25 - How the CX industry has adopted conversational AI

07:16 - Some of the use cases of conversational AI

08:59 - Conversation AI: what's next and where it's going

Favorite Quotes

01:43 - "Conversational AI has always been perceived as the pinnacle of artificial intelligence. It's always been showcased in science fiction. And today, it's becoming a scientific fact." - Craig Kennedy

08:01 - "Some of the leading collaboration providers are also offering real-time translation. So, it's a translation of the transcription. So if you have a remote team in another country that speaks a native language that's not English, it can actually transcribe and translate on their screen what you're saying in their native language. So really cool stuff." - Craig Kennedy

08:22 - "Another use case that's pretty cool and popular in conversational AI is the use of agent assist. This is where a customer or prospect talks to a live agent. The conversation AI technology follows along and monitors the conversation, providing suggestions to the agent on how to best respond to the caller. And this technology is helping live agents improve their calling skills, and it's been proven invaluable in helping to onboard contact center agents very rapidly." - Craig Kennedy

09:24 - "There's also a growing expectation that chatbots provide a personalized experience for the end-user. And that means that each conversation doesn't always start again from square one. The chatbot can identify who it's conversing with, retrieve that user's previous interactions and the overall experience based on that is incredibly pleasant." - Craig Kennedy

10:03 - "Another trend we're seeing gaining popularity is voice interactions, including the ability to customize the brand to a voice. So that's being made available by some leading conversational AI providers." - Craig Kennedy

Connect with Craig Kennedy
LinkedIn
Aragon Research

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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