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Introduction

Conversational AI is being widely adopted by global enterprises across industries to drive customer service, productivity, and employee engagement.

Highlights

  • Conversational AI will remake industries.

Features and Benefits

  • Summarizes the strategic investments involved in enabling conversational AI
  • Provides use cases of conversational AI across the enterprise
  • Assesses the requirements for enabling conversational AI across channels

Key questions answered

  • How will intelligent conversational interfaces evolve?
  • How will voice recognition be positioned as the primary computing interface in the future?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

The rise of intelligent automation

  • Consumers' expectations drive adoption
  • Strategic technology investments are on the rise

Conversational AI use cases span the enterprise

  • Customer care resolves more inquiries
  • Sales closes deals with AI
  • Employee productivity and efficiency gains rise
  • Customers make purchases in whatever channels they choose

The future of intelligent conversational interfaces

  • Voice will become a primary computing interface
  • Cognition and intent will improve for complex conversations
  • Platforms will derive meaning by preserving context
  • Rollouts of task-oriented agents will increase
  • Bots will recognize the emotional state of users
  • Fixing data vulnerabilities will become a primary focus
  • Conversational AI will remake industries

Appendix

  • Methodology
  • Further reading
  • Author

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