This is about using smart digital helpers that can talk to customers like a human support rep—answering questions, solving common issues, and routing complex problems to the right person—24/7, across chat, email, and voice.
Reduces the volume of repetitive tickets handled by human agents, shortens response and resolution times, and lowers support costs while maintaining or improving customer satisfaction.
Tight integration into existing CX stack (CRM, ticketing, telephony), proprietary conversation data for continuous improvement, and domain-specific dialog flows and knowledge that are hard for competitors to replicate quickly.
Hybrid
Vector Search
Medium (Integration logic)
Context window cost and latency for real-time conversations at scale; plus integration complexity with legacy contact center and CRM systems.
Early Majority
Positioned as end-to-end ‘AI agents’ that not only answer FAQs but can also take actions (e.g., updating accounts, processing simple changes) via integrations with CRM and support systems, going beyond traditional static chatbots.