The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
Accessibility, Artificial Intelligence, Business Value and ROI, Cloud Computing, Conversational Design, Customer Experience, Design, Design Tools and Software, Development, Employee Experience, Enterprise Products, Information Design and Architecture, Interaction Design, Interface and Navigation Design, Internal Company Systems and Intranets, Product design, Prototypes, Requirements and Specifications, Software, Software as a Service, Technology, Voice & Natural Language
There’s a ton of noise, promises and exaggerations flying around. Here’s a breakdown of the sixteen conversational AI platforms in Gartner’s 2019 Market Guide.