How conversational AI is shaping customer service [Q&A]

Conversational AI has seen great advances and a massive increase in adoption in the last year or so such that it’s increasingly finding its way into our everyday lives. We spoke to voice AI industry expert PolyAI's co-founder and CEO, Nikola Mrkšić, to discuss how the technology is shaping customer service and reducing costs, as well as where generative AI tools fit into the picture. BN: Why has conversational AI become so popular in service environments? NM: One of the biggest benefits of conversational AI in a service environment is its constant uptime. Any time, day or night, that a… [Continue Reading]