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In the past, interactions with chatbots and AI were less than satisfactory but the technology has come a long way since its early days. Organisations that use conversational AI gain measurable improvements in service level delivery, customer satisfaction levels, employee engagement and overall productivity in the contact centre.
Conversational AI can now deliver very human-like interactions that greatly enhance the performance of traditional voice assistants and virtual agents. Despite plenty of interest in the potential of this technology and the success of a few notable examples, many Australian organisations, for a variety of reasons, are wary of making significant investments in conversational AI.
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