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Conversational A.I.: It’s A Bot Time for a New Conversation on Customer Engagement

Conversational A.I.: It’s A Bot Time for a New Conversation on Customer Engagement

Most organizations understand the direct correlation between customer experience and business performance. The question is how to make those experiences pay off even more through higher revenue per interaction. This SPIE report analyzes how smart companies are achieving just these types of results through artificial intelligence (A.I.) and other technologies, to serve and effectively engage with their customers.


  • Introduction1
  • A Quick History of the Evolution of Support
  • IVAs Save Money-and Give Customers What They Want in the Bargain
  • Microsoft and Facebook Enter the Fray with Chatbots
  • Microsoft's Tay Goes Astray…but Microsoft's IVA Strategy Rolls On
  • Facebook Chatbots are Using Multimedia for Sales and Support
  • IVAs Engage Customers across Channels with Personalized Content
  • Next IT Offers Conversational A.I., Supporting Customers and Employees
  • Case Study Snapshots: Next IT Solutions in Action
  • Analyst's Advocate: Issues around Choice and Privacy
  • The Last Word

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