2023 Customer Experience MetriStar – Conversational AI

Published on: March 14, 2023

Author: Robin Gareiss, CEO and Principal Analyst
Three providers in a highly fragmented field earned the Metrigy MetriStar Top Provider Award for Conversational AI. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success. Conversational AI: Conversational AI enables humans to interact with machines or computer applications in a similar way that they would with other humans. Virtual assistants or chatbots can (but don’t have to) use conversational AI to process and understand voice or text and have a dialogue with a person. Conversational AI in contact centers can help self-service customers, triage initial calls or interactions, and offload the volume of interactions live agents must handle. The market is extremely fragmented, with multiple startups and established vendors offering solutions.

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