From chatbot to conversational AI: why customer service needs to change However, there are also challenges, such as the difficulty in understanding and responding appropriately to natural language, and the lack of ability of Conversational AI to recognise human emotions and needs. Sign up to our monthly newsletter by entering your email for insights into the world of conversational AI, customer service software and support. Today, approximately 1.4 billion people use chatbots worldwide – accounting for a significant chunk of the overall population that has digital access. Another generation of AI chatbots has emerged in recent months, with ChatGPT leading the pack. The AI chatbot is fast becoming a household name, with businesses of all sizes gearing up to reap its benefits. Two of the most prominent options available in 2023 are Google BARD and ChatGPT. Responses to enquiries may include content that rarely changes where pre-trained answers from FAQ’s or workflows will guide customers and resolve their query accurately. At first glance, the implementation of conversational chatbots might seem daunting, but with the correct tools, processes and support, it’s straightforward. Our CoachBot analyses agent and customer speech to provide live feedback about what is and how it is being said. By […]