Customer experiences (CX) are changing faster than ever, with conversational CX evolving how consumers engage with brands. Conversational CX enables natural, real-time communication with customers. It delivers heightened customer support and outreach by utilizing various technologies implemented across channels. These technologies include AI, natural language processing (NLP), deep learning, contextual awareness, and machine learning (ML).
Many customers prefer self-service options over waiting to speak to a live agent. Why? Because self-service portals are always open and available immediately. Companies prioritizing conversational CX use intelligent virtual agents (IVAs) and virtual assistants to give customers what they want: fast, intuitive service that doesn’t change with outside factors like rising demand or time of day.
