1、Navigating the future of CX:Trends,insights and predictions for conversational AI in 2024Contents3 Introduction4 The pulse of customer service6 Customer experience8 Customer service automation10 Omnichannel customer service12 Responsible AI14 Human-AI collaboration16 Customer experience analytics18

2、Innovations in natural language processing20 RPA and AI automation22 Customer experience research24 Voice26 Whats next for conversational AI?2As we step into 2024,its important to reflect on the pivotal developments of the last 12 months that significantly shaped the trajectory of customer experienc

3、e(CX)and conversational AI.Last year was marked by rapid technological advancements and shifting consumer behaviors thanks to various economic factors,which have influenced how businesses interact with their customers.The landscape of 2023 was characterized by an accelerated digital transformation,d

4、riven by consumers growing expectations for more personalized,efficient,and engaging interactions.This transformation was not only about adopting new technologies;it helped reimagine the customer journey in an increasingly digital world.Businesses across various sectors recognized the need to integr

5、ate advanced AI solutions,such as generative AI,analytics and other automation technologies,to enhance their customer service and engagement strategies.IntroductionIts in this context that this guide draws on the combined expertise of our partners,customers and team members to delve into the intrica

6、te dynamics of CX and conversational AI as they stand today and where they are headed.We will explore a variety of themes including customer service automation,omnichannel strategies,responsible AI and more,and look at how industries like banking,insurance and telecommunications are responding to th