Conversational AI is a form of artificial intelligence that enables computers to engage in natural, humanlike conversations with people through voice or text. It uses technologies like natural language processing, machine learning and speech recognition to understand intent, respond intelligently and automate interactions. Conversational AI powers virtual agents, chatbots and voicebots that improve service speed and personalization while reducing costs.
“As a first step, generative AI tools can create summaries of individual legs of interactions, entire conversations or even high-level summaries of multiple interactions that have occurred by a single agent. The tools can also summarize an entire queue over a specified period for a more comprehensive view of performance.”
Enterprises receive thousands of daily inquiries that can overwhelm contact centers. Conversational AI automates common requests — such as account inquiries, order status checks or password resets — across chat, messaging and voice channels. This self-service approach improves resolution speed while freeing human agents to handle complex, high-value conversations.
Modern consumers expect every interaction to reflect their history and preferences. Conversational AI integrates with CRM systems to access customer data in real time, tailoring responses based on prior interactions. Enterprises use this intelligence to provide more contextual, empathetic support — building loyalty and improving customer satisfaction.
When integrated with Agent Assist or Agent Copilot, conversational AI provides real-time insights during live interactions. It listens, interprets and surfaces next-best actions, helping agents deliver faster, more accurate and compliant responses. This fusion of AI and human expertise improves first-contact resolution and overall agent productivity.
Global enterprises must serve customers across languages and platforms. Conversational AI handles multilingual interactions through advanced language models and consistent omnichannel orchestration. Whether customers engage via chat, SMS or voice, the experience feels seamless, unified and personalized across every touchpoint.
Every customer conversation is a source of data. Conversational AI analyzes interaction trends, sentiment and keywords to uncover emerging issues or opportunities. These insights inform business decisions, enhance product development and continuously improve customer journeys through data-driven optimization.
Conversational AI built into the Genesys Cloud CX® offering empowers organizations to deliver faster, smarter and more human interactions at scale. From self-service to live agent support, it orchestrates experiences that blend empathy and efficiency — reducing effort while improving outcomes for customers and employees alike.
See how Genesys Cloud CX uses conversational AI to create intelligent, connected customer experiences. Learn more about Genesys Cloud CX.
