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An introduction to Customer Service Automation and AI

Updated: Feb 12, 2023

There are numerous well-known examples of service automation and Artificial Intelligence (AI) in use such as Amazon’s Alexa and Apple’s Siri. AI is something that we are seeing more of in relation to Customer Services and contact centres, in a bid to deliver exceptional customer experience, 24 hours a day, 7 days a week. In fact a survey by MIT of over 1,000 business leaders found that customer service is the department most likely to have deployed Artificial Intelligence (AI) deployment today, and it will continue to be the leading area of AI.




AI involves technologies such as machine learning, speech-to-text/text-to-speech, deep learning, analytics, chatbots, voice assistants and natural language understanding, all closely integrated to provide outcomes similar, or even superior, to those achieved by human agents.


However this is still an emerging technology in relation to customer service and contact centre implementation, therefore we are producing a series of blogs offering information and advice that will be useful no matter what stage you are at in your AI journey. The subjects that we will be covering are:

Don’t forget to keep checking back to read our latest blog. If you are ready to jump in right now and need some information visit any of the links below:


So whether you are just thinking about how you can automate services and introduce AI to offer a 24/7 service or improve your customer experience please contact us on 0333 6000 360 or email info@converse360.co.uk to see how we can help you achieve this.


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