In the often-infuriating experiences infamously delivered by customer service chatbots and voice prompts, digital-savvy consumers know there has to be a better way of operating.
Still, human call center agents are in short supply lately, and they need to eat and sleep and take a day off now and then, which is why bot and voice prompts were invented in the first place. Solving for this multifaceted dilemma is conversational artificial intelligence (AI) that takes automated customer service experiences to a better place using smarter tech.
On a mission to decode conversational AI for customer engagement, NLX co-founder and CEO Andrei Papancea told PYMNTS’ Editor-in-Chief Matt Nesto that demand has “exploded since the pandemic.”
“Through the needs of having to scale human operations, conversational AI is such a practical use of technology,” he said. “This goes beyond just the digital assistants that we’re used to like Siri, Alexa … especially in the call center….