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Gartner predicts that by 2023, 20% of customer service interactions will be handled by Conversational AI. Conversational AI automates conversations between customers and organisations over apps, webchat and voice, using chatbots or voicebots. It mimics the nuance of human conversation to give the customer the impression they are talking to a person.

In this white paper we look at:

  • what Conversational AI is and the business challenges it addresses
  • the contact centre metrics it impacts on
  • benefits to customers and employees
  • use cases
  • the financial business case, including sample scenarios.

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