Communicating with Your Customers

Hear "automated customer service" and you probably shudder at the thought of chatbots that don’t understand your question or phone system labyrinths with live agents nowhere to be found. Today, enterprises in droves are turning to conversational AI to improve the automated customer service experience: the AI handles simple tasks, freeing live agents for tougher questions. The benefits: lowered costs and happier customers.

This report demonstrates the market opportunity for conversational AI and outlines the use cases that will enhance your customer service and drive value across your organization.

IBM AI experts Vivian Lee, Brian Loveys, Aameek Singh, and Robert Yates show customer service executives and line-of-business professionals how enterprises are applying conversational AI and how they can integrate it into their business in three areas: customer-facing AI assistants, agent-supporting AI assistants, and internal employee-facing assistants.

• Learn how conversational AI has evolved from primitive chatbots to virtual assistants and beyond
• Understand how a robust conversational AI can strengthen automated customer service functions—a current pain point for customers and agent alike
• See how an assistant can offer similar benefits to your employees