Transformational CX requires wholistic conversational AI

While Conversational AI can improve CX communications, truly transformational CX requires organizations to take a wholistic approach to conversational AI. What exactly is a wholistic approach to conversational AI, and how do organizations get there? It starts with centralizing vision, strategy, and technology with the ultimate goal of developing a communications system designed for persistence. Persistence across all channels is key to frictionless customer interactions. This idea of moving from channel-dependent communications to channel-less communications and persistent communications where personal and conversational context traverse mediums is wholistic Conversational AI.

This white paper, authored by Omdia in partnership with Interactions, takes an inside look at the current landscape of CX communications, maps out the challenges, and outlines the key elements of a winning plan.