Conversational AI 101
A common way for vendors to define conversational AI is to explain that their virtual agents understand employee language and answer questions or open tickets. Building a virtual agent with natural language processing (NLP) that understands employee language is no small feat, and any solution that does that well should be considered. But it goes way beyond that.
A virtual agent capable of conversational AI should be able to:
(1) understand employee language,
(2) engage with employees to gainclarity,
(3) walk employees through troubleshooting workflows, and
(4) answer questions, execute resolution workflows, and submit tickets.
