Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and customer self-service.
When people talk about the infusion of AI across the customer contact landscape, they reflect on the usage of numerous technologies under “the umbrella of AI.” This set of technologies is diverse and encompasses several subsets. For example, AI can include the use of speech technologies, such as natural language understanding (NLU), natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), and speech-to-text (STT) processing.
Conversational AI (CAI) pulls from the above pieces but is more narrowly focused on providing a conversation between a human and its digital counterpart. With multiple names, including bot, chatbot, agent assist, virtual agent (VA), or intelligent virtual assistant (IVA), CAI provides self-service options for customers and assistance to employees across the front and back office, creating a hybrid digital/human workforce.
This insight details the state of conversational AI in the contact center as it is today, highlights industry innovations, and outlines growth opportunities that solution providers can attain by taking advantage of CAI technologies. It also provides a sampling of use cases and the competitive landscape for CAI.
Author: Nancy Jamison
Conversational AI Background
Conversational AI Background (continued)
The Jury is Still Out, but the Promise is There—Generative AI
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on Conversational AI
Growth Opportunities Fuel the Growth Pipeline Engine™
Evolution of CAI Universe from Interactive Voice Response (IVR) to Intelligent Virtual Agents (IVAs)
Traditional Contact Center Conversational Solutions versus Conversational AI Solutions
CAI Architectural Overview
CAI Architectural Overview (continued)
Voice-based Human-to-machine Interactions Will Retain a Unique Value Proposition in the Conversational AI Ecosystem
Significant Contact Center Conversational AI Trends
Besides Improving CX, Enterprises Leverage CAI to Enhance Employee Engagement
Combining Multiple AI Technologies Boosts CAI Capabilities
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX
Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX
Human-to-machine Interactions in Voice, Text, and Image Data Formats Create the Need for Multimodal CAI Solutions
CAI Assists Businesses in Gaining Better Business Insights while Improving CX and EX
From Simple to Complex — Basic to Intelligent
Solutions and Enablement Platforms in the Broad CAI Landscape
Solutions and Enablement Platforms in the Broad CAI Landscape (continued)
Company Profile—Amelia
Company Profile—Cognigy
Company Profile—Five9
Company Profile—Genesys
Company Profile—NICE
Company Profile—Omilia
Company Profile—Sprinklr
Company Profile—Uniphore
Conversational AI Creating Multiple Use Cases across Business Functions and Vertical Markets
Growth Drivers
Growth Restraints
Way Forward—There is No One-size-fits-all CAI Solution for Enterprises
Growth Opportunity 1: Low-code or No-code Conversational AI Solutions
Growth Opportunity 1: Low-code or No-code Conversational AI Solutions (continued)
Growth Opportunity 2: Integrating Augmented Intelligence Services
Growth Opportunity 2: Integrating Augmented Intelligence Services (continued)
Growth Opportunity 3: Greater Vertical Market Business Agility
Growth Opportunity 3: Greater Vertical Market Business Agility (continued)
List of Exhibits
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List of Figures- Percentage of Structured, Semi, and Unstructured Data in the Organization, Global, 2021, 2023, and 2025
- Conversational AI: Growth Drivers, Global, 2023–2029
- Conversational AI: Growth Restraints, Global, 2023–2029
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| Deliverable Type | Market Research |
|---|---|
| Author | Nancy Jamison |
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | conversational business intelligence |
| Keyword 2 | customer experience with ai |
| Keyword 3 | ai in cx |
| List of Charts and Figures | Percentage of Structured, Semi, and Unstructured Data in the Organization, Global, 2021, 2023, and 2025~ Conversational AI: Growth Drivers, Global, 2023–2029~ Conversational AI: Growth Restraints, Global, 2023–2029~ |
| Podcast | No |
| WIP Number | K85C-01-00-00-00 |
Conversational AI is Now the Heart of Customer Experience
Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers’ Technology Adoption
23-Mar-2023
North America
Market Research