Concentrix
Whitepaper

Conversational AI is becoming the front door to customer experience

The organisations pulling ahead aren't deploying more bots. They're redesigning how customers experience service.

What You’ll Learn

  • Why most assistants are not truly conversational
  • The shift from channel-led service to AI as the service layer
  • Six building blocks that separate AI that resolves from AI that just responds
  • Real outcomes from MYOB, Nespresso ANZ and Transurban
  • Five questions to open against your top 20 contact drivers

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Stop deploying bots. Start designing services that satisfy.

Conversational AI is fast becoming the front door of the business. Yet most organisations are still deploying bots as isolated interfaces on top of broken journeys, and customers can tell.

Around 70% say they prefer a human after a poor automated experience. Three in four say bots can’t handle anything complex. The average chatbot scores just 6.4 out of 10.

The AI isn’t always the problem. The service model is.

Our latest whitepaper, Conversational AI by Design, sets out how leading organisations are moving from bots that respond to AI-enabled services that resolve. You’ll get a practical framework for designing customer conversations that are connected, contextual and built to deliver real outcomes, not just contain contact.

About the Author

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