Conversational AI is a technology that enables computers to understand, process and respond to human language. It encompasses chatbots, voice assistants and other tools that engage in two-way interactions through text or speech. Using advanced algorithms and natural language processing (NLP), conversational AI can detect user intent, gauge sentiment and offer relevant replies. In customer service, this allows for more human-like, personalised support. These systems streamline routine tasks, handle enquiries around the clock and often escalate complex issues to human agents when necessary.
