At its core, conversational experience is an easy-back-and forth with a customer on a specific channel such as chat or voice. The customer is able to speak or type naturally and ask spontaneous questions without having to navigate cumbersome IVRs, thank you very much. In short, said Jim Freeze, CMO of virtual assistant provider Interactions, customers are able to talk or type to a virtual assistant exactly how they would if they were speaking with a human. Or put another way: The idea is to move away from forms and buttons to a process that enables an exchange that resembles what we have in a 1:1 conversation with a friend, said Ajeet Kushwaha, director of bots and automation at customer engagement software provider Freshworks.
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