Conversational AI refers to the use of artificial intelligence to power automated communication tools, such as chatbots and virtual assistants, that can engage in natural language conversations with customers. This technology enhances customer support, allowing businesses to offer faster and more efficient interactions across channels. Conversational AI is a powerful customer journey management tool because it allows for greater self-service offerings, giving human agents the time to handle more critical, less repetitive tasks and further personalise and enhance customer experiences.
