This IDC Perspective provides an overview on conversational AI interfaces and the platforms used to build these interfaces as well as guidance for organizations considering these tools.
"Conversational interfaces are being increasingly used by many types of organizations as an addition or replacement for more traditional methods of customer support including IVR and call centers," says David Schubmehl, research director, Cognitive/Artificial Intelligence Systems at IDC. "Organizations are undertaking projects developing the conversational agents based on the use of conversational AI platforms along with other cognitive/AI technologies. We expect this to be a rapidly expanding area for both enterprise and commercial development as organizations learn to use these technologies effectively to augment and improve customer service, sales, and even advisory services."
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