Communicating with Your Customers

Communicating with Your Customers: The Evolution of Conversational AI

This report educates customer service executives and line-of-business professionals about the market opportunity for conversational artificial intelligence (AI). It aims to equip decision makers with actionable intelligence on how their enterprise peers are applying conversational AI and how they can integrate it into their business today. This report, written by IBM’s conversational AI experts who are developing, building and working with the technology every day, also shares insights on where conversational AI is going next.

Introduction

This age of instant communication is a boon to many. With just a few taps or clicks, we can easily contact friends, share ideas (and get immediate validation) and track our food, drivers, and packages. We’re also able to contact places of business, any time and anywhere. This shifting dynamic has clear benefits for the customer, and many organizations are being forced to transform or risk becoming obsolete. Take, for example, the call center.

Customer service call centers do not function as they once did, acting as a one-stop-shop for all inquiries, whether it’s verifying account information, transferring money, or initiating a return. These tasks are now easy for consumers to handle on their own via their smartphone or computer. And if they need help with an inquiry, very few consumers are rushing to dial a customer service number—they are seeking a resolution where they ...