As organisations look to empower consumers with alternative channels of communication and engagement, there will be a greater adoption of Conversational AI. The biggest challenge lies in getting the deployment right from the start. There are many vendors that are promoting their offerings around Conversational AI, and some enterprises that have rushed to invest have been disappointed with the outcome – no improvement in CX but at a higher cost. Organisations need to evaluate the entire design framework, plan where AI fits into the enterprise’s overall CX vision and understand what constitutes Conversational AI.

This whitepaper outlines the definition of Conversational AI and what tech buyers need to consider before embarking on a Conversational AI deployment. The data used in this paper is from the global Ecosystm CX and AI studies, that are live and can be accessed on the Ecosystm platform.

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