Gulf News webinar explores conversational AI’s impact on customer service

Gulf News webinar explores conversational AI’s impact on customer service

Ensuring customer satisfaction is paramount for any business to prosper, and now conversational Artificial Intelligence (AI) is helping revolutionise the customer experience, according to a Gulf News webinar. The webinar, organised in association with Uniphore Software Systems, was held on Tuesday, June 14, with two experts from the field discussing the technology’s advantages and potential to transform businesses . So what exactly is conversational AI? During the webinar, Anil Kumar, Senior Director, Uniphore, Dubai, explained more about the $350 billion product. “People ask what exactly conversational AI is. Is it a chatbot? Is it somebody talking to a robot? The human conversation has been around forever. Slowly the word conversation AI started to creep in. The AI part of it is what makes it interesting. In the last 30 years, we have been talking to Interactive Voice Response (IVR). Press one for this and two for that; it can be frustrating. When we start looking at the AI side, every email and every conversation to a call centre are being recorded. You agree to this when you hear, ‘your call is important to us; your call is being recorded for whatever purposes.’ When that becomes data, and this data is