Conversational intelligence (CAI) and natural language understanding (NLU) are shaking up contact centers worldwide because when they are put together, customer experience (CX) improves. “The demand for customer service has grown significantly in the past three years, and so has the technology to transform service experiences,” said Philipp Heltewig, co-founder and CEO of Cognigy, which recently was placed on the “Constellation ShortList for Conversational A.I.” “As organizations struggle with customer service and employee engagement, conversational AI is more relevant than ever,” Heltewig said. “These enterprises have realized that automation through conversational AI is a must-have to deliver top-notch customer service.” Constellation Research advises leaders on leveraging disruptive technologies to achieve business model transformation and streamline business processes. Products and services named to the Constellation ShortList meet specific threshold criteria for the respective category as determined through client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research. “Conversational AI is widely used in organizations that engage in customer service of every kind – everything from retail and health care to banking and transportation,” said R “Ray” Wang, chairman and founder at Constellation Research. “Underscoring this ubiquity is the acceleration of the work-from-home movement and more and more businesses moving online.” Training, access to proper data/systems, oversight, maintenance, personalization, localization and understanding of complex conversations are all cited as areas of concern for enterprises By Bruce Christian INTELLIGENCE 18 REMOTE WORK SOLUTIONS rwsmagazine.com
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