Conversational Automation: Next-gen technology for best customer experience

Technology is evolving rapidly and along with that the expectation of users from it. Conversational automation technology is one such area

Consumer-focused enterprises have used this to an extent with some combination of process automation, chatbots, emails, speech analytics and biometric security to drive efficiency and enhance customer engagement. Industries such as retail, consumer goods, e-commerce, telecommunications, travel and hospitality, and banking and financial services are some of the early adopters of automation technologies for customer engagement. However, the industry seems to be now ready to move to the next phase to harness the full potential of customer service using the power of artificial intelligence (AI) by going for a comprehensive Conversational Service Automation (CSA), according to a recent report by leading conversational AI technology company Uniphore and advisory and analysis firm Opus Research.

What is CAS? 
 

• An emerging category of solutions that leverages the power of AI to help enterprises deliver transformational customer service experiences
• It achieves that through an intelligent combination of several overlapping categories such as conversational analytics, data analytics, voice bots, IVR systems, security, Robotic Process Automation (RPA) and customer feedback history 
• This helps in driving both automated human to machine conversations, as well as personalised conversations between customers and contact centre agents