AICorner OfficeExpert Opinion

How Conversational Service Automation is Changing the CX Game

Conversational Service Automation is an emerging category of solutions that unlocks the value of AI to deliver distinct customer service experiences.


Covid-19 pushed people and businesses alike to change how they operate, collaborate, and imagine the future. As social distancing, masks, and video calls became the norm, companies had to pivot their ways to engage with their customers quickly. Today, customers have plenty of choices, scarcity of time, and low brand loyalty. Every time a customer engages with a brand, she places a premium on her time and effort and expects nothing but a delightful experience. Artificial Intelligence has made it possible for businesses to deliver a superior customer experience at scale. However, the challenge is not to deploy it as a quick-fix customer experience solution but as a strategic intervention to fix the broken customer experience. It is here that Conversational Service Automation can play a big role.

Unlocking value from every customer conversation

Conversational Service Automation is an emerging category of solutions that unlocks the value of AI to deliver distinct customer service experiences. To do so, it leverages an intelligent combination of conversational and data analytics, voice bots, IVR systems, Robotic Process Automation (RPA), and customer feedback history. This combination helps with automated human-to-machine conversations, as well as discussions between customers and contact center agents.  In the post Covid-19 scenarios, companies are stretched thin and hence are on the lookout for ways that save their money and time. Thus, simulating in-person experiences through online modes with conversational AI has been tremendously successful.

Conversational Service Automation can retrieve historical information and customer account details to resolve iterative customer queries without manual support. It also helps human agents at contact centers receive more context and supporting information about customer queries and resolve these quickly and effectively. Using sophisticated technology also eliminates the possibility of human errors which occur in a traditional contact center setup. In addition, the speed of resolution helps businesses cut down on their contact center CAPEX and adds value to the customer experience. As a result, companies easily transition from being product-centric to customer-centric.

Identifying the right opportunities

There is no perfect formula to make an ideal AI solution, and hence basic pitfalls like using inaccurate information, having insufficient data, or flaws in the speech recognition system are expected. Since a single person unconsciously uses multiple accents and pronunciations while talking, the speech recognition system can fail you at times. Noise, poor articulation, repetition, and interruptions are few other reasons that can lead to errors. Saying the above, Conversational Service Automation deserves much attention because this is the latest and efficient technology that brands should opt for. To prevent pitfalls, it is best to understand your business’s needs and map an architecture that suits your requirements the best. The beauty of AI and ML-powered contact centers is that it learns from its own experiences and continues to become more effective.

Contact centers are an essential touchpoint between brands and their customers. Thus, the customer service experience can make or break a brand. In a world where brand loyalty is a rare commodity, delivering a top-notch customer experience is not a choice but a mandate for business success.To derive this experience, businesses will move over their legacy contact centers to AI-powered conversational service automation.

(Dr. Rashi Gupta, Chief Data Scientist & Co-Founder,, an AI-powered contact center and the views expressed in this article are her own)

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