The revolution in artificial intelligence (AI) has radically altered the landscape of numerous industries, introducing unprecedented levels of efficiency, accuracy, and cost-effectiveness. One area where AI’s impact is particularly significant is in facilitating human-computer interactions.
Conversational AI refers to the application of machine learning and natural language processing technologies to automate and optimize communication. It allows computers to understand, process, and respond to human language in a manner that closely resembles human interaction. By enabling machines to comprehend context, sentiments, and conversational nuances, Conversational AI has broadened the horizon of possibilities for interaction between humans and computers, thereby fostering an environment conducive to efficient task automation.
Here, we overview Conversational AI software solutions available in the market today. Our aim is to guide you in selecting the tool that aligns best with your business objectives, ensuring seamless automation, reduced errors, and maximum cost efficiency.
Top
conversational ai software
2024
1. Aisera
Offering Demo: Yes
Aisera, renowned as the number one enterprise conversational AI platform, offers autonomous and humanized conversational experiences. With a framework powered by Generative AI and ChatGPT, it delivers an AI-driven, personalized, and contextual experience similar to human interaction, while spanning various languages and domains.
This advanced conversational AI platform is proficient in resolving customer and employee service requests instantly. It leverages unsupervised and supervised conversational AI technology to answer questions and address user issues with human-like responses, providing highly proactive, personalized, context-aware, and humanized conversational service experiences.
Aisera’s uniqueness lies in its ability to respond to industry-specific terms using taxonomy and ontology, developed by analyzing over 150 million tickets and cases. Furthermore, Aisera employs both supervised and unsupervised AI techniques, allowing for real-time communication and seamless human interactions. With guided flows and bot orchestration, Aisera provides a proactive conversational experience, increasing contact center productivity, and elevating customer satisfaction.
Moreover, Aisera’s solution is equipped with Dialog Management and Context Awareness capabilities, ensuring seamless understanding of user requests even when subjects and contexts dynamically change midway through conservations. Also, it features Notifications, User Engagement, and Live Agent Handover capabilities to drive customer engagement proactively.
Features:
- Unsupervised and Supervised Conversational AI
- Dialog Management & Context Awareness
- Notifications, User Engagement, & Live Agent Handover
- Interactive Analytics & User Profile-Based Recommendations
- Support for Multiple Languages
- AI Learning
2. LivePerson
Offering Demo: Yes
LivePerson has revolutionized the landscape of conversational AI with its innovative tools that emphasize human-like interaction. This conversational AI platform combines natural language understanding (NLU), natural language processing (NLP), and machine-learning models to emulate human cognition and engagement.
A standout feature of LivePerson is its intent-driven Conversational AI applications. The platform’s NLU is explicitly trained to support conversational bots throughout the commerce and customer care journey, giving it the ability to not just recognize human speech and text but to understand the intent behind an inquiry.
LivePerson’s commitment to creating a human-like AI experience is evident in its emotionally intelligent AI that helps consumers feel understood and valued by your brand. These AI-powered digital experiences have received positive reviews for making consumers feel seen, heard, and appreciated.
LivePerson offers products that capitalize on Conversational AI, such as its Conversational Cloud, a platform that identifies customer intent to drive engagement. This powerful hub helps businesses build and manage AI-powered chatbots alongside human agents to support commerce and customer service interactions.
Features:
- Intent-driven Conversational AI applications
- Emotionally intelligent AI
- Conversational Cloud – AI platform for intent identification
- Voice AI for automated engagement across voice and messaging channels
- Generative AI and large language models for chatbot building
3. Cognigy
Offering Demo: Yes
Cognigi, an established leader in the enterprise conversational AI platforms, stands tall, having been ranked #1 in 5 out of 5 Use Cases in the 2023 Gartner® Critical Capabilities report. This platform has proven its efficacy in empowering various organizations, like the Lufthansa Group, which used it to power over 6 million conversations annually, and E.ON, which managed to provide best-in-class service with its help.
Cognigi’s hallmark is its ability to automate up to 95% of tasks, facilitating a new generation of service experiences that simply work. It enhances the customer self-service reality by providing fast, frictionless, and personalized services across all voice and chat channels, delivering rich and precise responses without any waiting times. Customers are captivated by its 24×7, always-on services, offered in any language, and appreciate the non-robotic feel of the intelligent voice and chat digital agents.
Its capabilities extend beyond customer interactions. Cognigi supports agents for increased satisfaction, automating repetitive tasks to allow them to focus on high-value work. Smooth transitions from digital agents to live agents ensure customers arrive verified and authenticated, along with context and history. It further streamlines agent tasks for greater productivity, automating standard support and back office tasks for quick transition to the next customer.
Features:
- Smart self-service
- Agent assistance and automation
- High-volume conversational capabilities
- 24×7, always-on services
- Multi-language support
- Seamless transition between AI and human agents
4. Rasa
Offering Demo: Yes
Rasa is a transformative conversational AI platform that has earned trust from several top enterprises, including American Express, Adobe, and Dell, to name a few. Its software focuses on not just being a bot but an extension of the brand it represents.
An independent study attests to Rasa’s superior ROI of 181%, with less than a year required to see returns on investment. It offers high containment rates of 60%, enabling automation across all touchpoints and freeing employees to focus on higher-value tasks. More than 25 million downloads stand as a testament to Rasa’s widespread acceptance.
The Rasa platform is designed to be future-proof, allowing for the integration of any NLP or Machine Learning model. Rasa Pro, part of the platform, is an enterprise-grade, extensible, and flexible conversational AI infrastructure that has been tailored to effectively respond to enterprise needs for security, observability, and scalability. Rasa X/Enterprise complements Rasa Pro by offering a low-code user interface, enabling teams to build AI Assistants, assess performance, make key improvements, and update content with ease. To make things even easier, Rasa-as-a-Service manages the Rasa platform, providing proactive, premium support and benefits like shorter time-to-value and lower total cost of ownership.
Features:
- Extensible conversational AI
- Integration with various NLP or Machine Learning models
- Enterprise-grade security, observability, and scalability
- Low-code user interface for content updates and performance assessment
- Managed service option for faster value delivery and lower total cost of ownership
5. Drift
Offering Demo: Yes
A strong player in the field of conversational AI, Drift uses intelligent automation to take personalization and sales pipeline scaling to new heights, without draining your team or budget. With a focus on working smarter and not harder, Drift combines its technology with GPT’s Suggested Replies and Language Translations to accelerate intelligent conversations, even after hours, thereby increasing productivity by a notable 40%.
Drift’s conversational AI is distinct for its precision prospecting feature which provides real-time insights into visitor needs, enabling personalized on-demand marketing, sales, and service efforts. Moreover, the platform allows for the delivery of service that truly delights. Low-level issues are deflected, enabling service teams to focus on high-priority cases. All these factors come together to yield a 30% increase in pipeline and reduction in work.
Features:
- Intelligent conversations that build customer trust
- AI-powered chatbots for proactive buyer engagement and conversion
- Precision prospecting for personalized marketing and sales
- AI-assisted service delivery, with focus on high-priority issues
6. Kore.ai
Offering Demo: Yes
As a recognized leader in the 2023 Gartner Magic Quadrant for Enterprise Conversational AI Platforms, Kore.ai has a solid reputation for delivering extraordinary experiences across voice and digital channels. Its latest offering, the Kore.ai XO Platform V10.1 Release, brings forth the latest innovations in Generative Language Models, thereby transforming the IVA development experience.
Kore.ai focuses on creating effective experiences for customers and employees alike. Its intelligent voice and digital assistants, powered by Conversational AI, deliver convenient, timely, and personalized service experiences. The platform excels in customer experience, providing the best self-service experiences across voice and digital channels, and has a range of specialized modules including SmartAssist, AgentAssist, and SearchAssist among others.
In the employee experience sector, Kore.ai automates employee interactions, providing quick, accurate, and contextual answers to repetitive queries. This facilitates the staff to concentrate on business priorities. Trusted by over 350 Fortune 2000 companies, Kore.ai has automated more than a billion interactions across over 40 channels, demonstrating an impressive automation rate of 15%-75% based on use case.
Features:
- Generative Language Models for dynamic conversations
- Intelligent voice and digital assistants for customer and employee service
- Personalized self-service experiences across channels
- Quick, accurate, and contextual employee interaction automation
- Specialized modules for various aspects of business operations
7. CSG
Offering Demo: Yes
For those businesses looking to reduce costs while simultaneously enhancing customer experiences, CSG brings a human-like touch to the table through its conversational artificial intelligence (CAI). This advanced system is designed to understand customer speech, context, and intent, thereby providing solutions that feel personalized and effective.
CSG’s strength lies in its ability to streamline service through contextual awareness. This feature enables the virtual assistants to anticipate customer needs based on profiles, sentiment, and cross-channel interactions. More impressively, unlike most customer-facing AI that can only track one request at a time, CSG Conversational AI’s multi-intent understanding allows it to handle multiple requests in one interaction, saving customers from repeating themselves or making additional calls.
CSG also offers widespread automation, with its virtual assistants being operable across multiple channels and lines of business. With every deployment, the software delivers consistent messaging and knowledge, proving its worth as an investment.
Features:
- Contextual awareness for personalized customer interactions
- Multi-intent understanding to handle multiple requests in one interaction
- Wide-range automation across multiple channels and lines of business
- Streamlined service through anticipatory virtual assistants
8. Verint
Offering Demo: Yes
Verint harnesses the power of conversational AI to provide immediate ROI and scales customer conversations across all engagement channels – from voice to digital. It’s not just about handling FAQs, Verint Conversational AI goes above and beyond, helping customers with tasks like booking flights and changing medical appointments.
One of Verint’s standout features is its intuitive, low-code bot-building environment – the Verint IVA Studio. It simplifies the process of building, launching, tuning, and improving virtual assistants, thereby delivering superior customer experiences. It’s not just about enhancing customer experience though, Verint also aims to reduce support costs.
For a deeper look into its effectiveness, the case of Amtrak illustrates the power of Verint Conversational AI. Verint enabled Amtrak to deliver instant service, resulting in an impressive 8x return on chatbot investment.
Features:
- Verint IVA Studio for easy creation and improvement of virtual assistants
- Pre-packaged, industry-specific Natural Language Understanding (NLU) models for accurate, personalized responses
- Efficient deployment of CX automation across various engagement channels
- Seamless integrations with existing conversational AI systems
- Instant ROI and cost reduction in support services.
9. ServiceNow
Offering Demo: Yes
A key player in the realm of conversational AI, ServiceNow aims to deliver instant self-service solutions to both customers and employees through its Virtual Agent. This AI technology is designed for the Now Platform®, enabling streamlined, efficient business operations.
The ServiceNow Virtual Agent encourages a quick start, offering step-by-step guidance to design new experiences right from the onset. Its conversational AI stands out due to its ability to visualize, build, and test an entire conversation flow using an easy-to-use graphical interface. What’s more, popular business applications can be brought into the chatbot experience with out-of-the-box integrations.
The Virtual Agent has an impressive breadth of use-cases, including extending IT support, tackling HR requests, responding swiftly to customers, tracking orders, and simplifying admin tasks. It delivers anytime, anywhere experiences, adapting to both desktop and mobile platforms with ease.
Features:
- Quick start design process with step-by-step guidance
- Graphical interface for designing and testing conversation flow
- Out-of-the-box integrations with popular business applications
- Ability to extend IT support, tackle HR requests, and respond swiftly to customers
- Compatible with both desktop and mobile platforms
10. Vonage
Offering Demo: Yes
Vonage presents a unique proposition with its Communications Platform designed with conversational AI in mind. It allows businesses to serve their customers and optimize employee workflows efficiently and intelligently.
A key feature of Vonage is its speed to market. It provides no-code visual tools that make deploying new scripts and making IVR changes seamless and real-time. The platform’s Speech-to-text models are industry-specific, resulting in a market-leading performance for customer voice interactions.
Vonage also features a unique NLU engine built to understand the complexities of everyday customer and agent voice calls. In addition, it offers connected call flows with native integrations with popular cloud-based applications, leveraging APIs for increased efficiency.
Beyond these, Vonage provides a range of tools like the AI Virtual Assistant for immediate customer answers, AI Studio for low-code conversation design, and Contact Center Augmentation to boost intelligence without replacing your existing platform. Its Conversation Analyzer leverages conversational intelligence for continuous optimization of human interactions.
Features:
- No-code visual tools for quick deployment and real-time IVR changes
- Industry-specific Speech-to-text models
- Unique NLU engine to understand complex voice calls
- Connected call flows with native integrations and APIs
- AI Virtual Assistant, AI Studio, and Contact Center Augmentation tools
- Conversation Analyzer for continuous optimization of interactions
How to Choose the Right Conversational AI Solution?
Choosing the right Conversational AI software, however, requires careful deliberation. It’s imperative to consider factors such as the software’s ability to understand and process complex queries, adapt to changing contexts, and respond accurately. The integration capabilities of the software with existing systems and its scalability to accommodate growth are other vital aspects. Finally, compliance with industry-specific regulations, particularly in the finance sector, should be given top priority.
When selecting a Conversational AI software, one should not overlook the importance of user experience. The software should deliver smooth, seamless interactions that enhance user engagement rather than causing frustration. Thus, the software’s ability to learn and improve from every interaction, its response speed, and the naturalness of the language it employs are critical considerations.
Wrapping Things Up
Conversational AI software is a game-changer for businesses across various industries, including finance. It brings a new level of automation and efficiency to operations, allowing professionals to focus on strategic, high-value tasks. The ability to understand, process, and respond to human language in a meaningful way opens up opportunities for improved customer interaction, faster response times, and reduced error rates.
However, the effectiveness of Conversational AI relies heavily on choosing the right software that aligns with your business needs. Considerations such as ease of use, customization options, integration capabilities, language support, data security, and cost all come into play.
With continued advancements in AI technology, Conversational AI will likely become an even more integral part of business operations, shaping the future of customer service, internal workflows, and even decision-making processes. As we look forward, the prospects of Conversational AI are as vast and varied as the conversations it can support.
Frequently Asked Questions
Is Conversational AI secure?
Yes, most Conversational AI solutions incorporate robust security measures, such as encryption and access controls, to protect sensitive data. However, it’s crucial to understand a vendor’s security measures and compliance with relevant regulations before making a decision.
Can Conversational AI software understand multiple languages?
Yes, most Conversational AI software support multiple languages, making them suitable for global businesses. However, the level of language support can vary between different solutions, so it’s essential to check this feature based on your specific needs.
Can I integrate Conversational AI with my existing business systems?
Most Conversational AI solutions offer integrations with popular business software like CRM systems, data analytics tools, and other productivity apps. This allows for seamless data flow and improved workflow efficiency. Always confirm with the vendor about the integrations they support.
Does Conversational AI require a lot of technical knowledge?
While setting up and customizing Conversational AI can require some technical knowledge, many vendors offer user-friendly platforms and provide training and support to help users get started. Additionally, some solutions offer a no-code or low-code environment, making it accessible for non-technical users.
About the Author
Writer
Dan Atkins is a renowned SEO specialist and digital marketing consultant, recognized for boosting small business visibility online. With expertise in AdWords, ecommerce, and social media optimization, he has collaborated with numerous agencies, enhancing B2B lead generation strategies. His hands-on consulting experience empowers him to impart advanced insights and innovative tactics to his readers.
