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Conversational AI allows humans and machines to have conversations via verbal or written channels. Using Natural Language Processing (NLP) and Machine Learning (ML), AI-powered software systems that handle interactions learn to recognize speech and text patterns and respond in kind. In customer service applications, conversational AI responds to customer requests, dilemmas and situations as a human agent would. It can also augment live agent interactions by transcribing and analyzing customer input, autopopulating form fields and feeding agents relevant data in real-time.
The applications of conversational AI span industries and corporations, and are already in use in many day-to-day operations. From chatbots to automated messaging services to voice searching software available on many platforms, conversational AI helps businesses and customers by offering smooth interactions and solutions.