Message from CEO:
“For companies constantly exploring new ways to meet the rising expectations of customers and employees, conversational AI technology is proving to be a game-changer. Companies embracing this technology are delivering exceptional experiences for their customers, employees, and agents and are able to boost overall operational efficiencies and cut costs.
“According to the Gartner 2022 Contact Center Forecast, by 2031 conversational AI will support 30% of all customer interactions, up from 2% in 2022. Now is the time to explore the potential of this exciting technology and invest in it. But how do you choose the right technology platform and what should you be looking for in them? In this newsletter, we bring you key findings of the Gartner report on Choosing the Right Conversational AI Platform and explain the process of selecting the right technology partner for your business needs. I am sure you will find this report useful.”
Raj Koneru
CEO and Founder, Kore.ai
Choosing the Right Conversational AI Platform
- Bern Elliot, Magnus Revang, Anthony Mullen, Van Baker
- Foundational: Refreshed 6 December 2022, Published 26 August 2021
The constant evolution of tools and solutions that deliver conversational artificial intelligence make it difficult to identify and select the optimal type of solution to meet an enterprise’s needs. Choosing the best approach allows software engineering leaders to simplify the decision process.
Overview
Key Findings
- The range of conversational implementation approaches in the chatbot market can be categorized as toolkits allowing custom solutions, platform-based offerings and targeted service offerings.
- A toolkit approach enables a high degree of customization, which is desirable for integrating conversational capabilities within other business applications. Toolkits are good for organizations with unique business, end-user or integration requirements.
- A platform-based approach provides centralized operations and conversational management while covering a broad range of use cases, from simple to complex. However, these platforms require greater effort to implement if prebuilt chatbots are not provided. Read more
Kore.ai Content
The Need for a Conversational AI Technology Partner
A decision-maker who’s considering Conversational AI adoption has to address certain critical questions before choosing a partner. Firstly, what’s the overall purpose of the initiative and the potential value that Conversational AI can generate? This, in turn, leads to identifying the key areas that need automation and improvement in customer and employee engagement, among others.
Conversational AI could be the best way forward when it comes to improving your engagement with customers and employees and automating essential processes in your contact center. But identifying the right use cases is super critical.
Conversational AI-powered intelligent virtual assistants provide an excellent way for offering contextual, personalized and quick responses to customer queries that improves customer satisfaction. Similarly, conversational AI empowers agents by providing them with the necessary data and context to handle customer queries effectively. It can also streamline multiple business processes, reducing the time and effort required to perform routine tasks, enhancing operational efficiency, and freeing up employees' time to focus on high-value tasks.
Kore.ai offers a comprehensive set of features that make it the right conversational AI platform to deliver on multiple use cases where businesses can enhance customer experience, agent experience, and employee experience.
For more details, refer to this whitepaper.
