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Enhance your contact center with Conversational AI
Discover the power of conversational AI contact centers in enhancing customer service and driving business success.

Conversational AI’s impact on contact centers
The contact center is often the front line of customer interactions, where impressions are made, and loyalty is earned (or lost). However, traditional contact centers often struggle to meet rising customer expectations for speed, personalization, and 24/7 availability.
30-50% potential operational costs savings by implementing conversational AI agent
Conversational AI for contact centers is capable of:
- Improving efficiency and reducing costs:Â Automating tasks, handling high call volumes, and optimizing agent workload.
- Enhancing customer satisfaction:Â Providing 24/7 support, personalizing interactions, and creating more engaging experiences.
- Elevating brand image:Â Projecting innovation, delivering consistent service, and building stronger customer relationships.
These impressive capabilities are powered by advancements in artificial intelligence (AI) and natural language processing (NLP).
- AI:Â Provides the foundation for intelligent automation, allowing machines to learn from data, identify patterns, and make decisions such as recommending a service or switching to a human agent.
- NLP:Â Focuses specifically on enabling computers to understand and process human language, including analyzing text, recognizing speech, and even understanding the sentiment behind words.
How AI transforms customer service
Customer interactions are no longer linear. The modern customer journey is a complex web of interactions. In a single day, your customers might browse your website, send a DM on social media, and call your support line. To keep them happy, you need to provide a consistent and continuous experience across every touchpoint — and that means more than just providing the same information on every channel.
The need for consistency is more pressing than ever because customers now expect personalized interactions at every turn.
71%
of consumers consider personalized interactions a basic expectation
By integrating AI-powered solutions into your contact center, you can:
- Offer agents AI-powered support in every interaction:Â AI complements live agents with instant recommended responses and conversation summaries that are context-aware, so agents can quickly review exchanges and conclude conversations effectively.
- Unify customer data:Â Say goodbye to repeating information or starting from scratch whenever a customer switches channels. AI can gather and analyze data from all channels, creating a unified view of each customer.
- Ensure brand consistency:Â AI can learn and understand your brand voice and messaging guidelines, helping your agents craft consistent, on-brand responses regardless of the channel.
- Boost agent performance:Â AI can monitor agent performance, identify areas for improvement, and provide personalized coaching and feedback.
- Nurture leads:Â AI can analyze lead data and behavior and trigger personalized follow-up emails or messages.
Core features of AI-powered contact centers
At the heart of AI-powered contact centers lies the ability to understand and respond to human language in a natural and meaningful way. But how?
Boosting customer experience with conversational AI
Whether customers are seeking support, making a purchase, or inquiring about your services, they want quick answers and helpful solutions. They don’t want to jump through hoops or repeat themselves endlessly. Conversational AI can transform those interactions from potentially frustrating experiences into positive ones that leave your customers feeling happy and satisfied. You have to be there for them at the right time, no matter how they choose to contact you.
Whether a customer uses your website, mobile app, or phone, AI can provide instant answers to common questions. No more waiting for an agent to become available. Need to know the store’s hours? AI has the answer. Want to track a package? The AI can tell you exactly where it is.
Need to reschedule an appointment or confirm a delivery address? AI can handle those simple requests through automated messages or voice assistants. This means you forgo bottlenecks that often leave users frustrated and agents overwhelmed – the AI decreases time to resolution, so your customers can get on with their day.
Let’s say a customer is lost on your website, trying to find a specific product. An AI chatbot can pop up and offer help, guiding them to the right page or suggesting other products they might like. Think of it like having a friendly assistant who knows exactly what you need.
Many people like to find answers themselves. AI can make that easy with helpful FAQs, guides, and intelligent virtual assistants. Customers can troubleshoot problems, get information, or update their accounts without needing to talk to anyone. It’s like having a 24/7 help desk right at their fingertips.
When someone is new to your business, AI can give them a warm welcome and guide them through your products or services. This can be done through tutorials, emails, or messages within your app. It’s like having a personal tour guide who shows you around and answers all your questions.
Implementing AI in contact centers
So, you’re convinced about the power of conversational AI and ready to take the plunge. But where do you even begin? Implementing AI in your contact center might seem daunting, but with a strategic approach, it can be a smooth and rewarding process.
Define your goals
Assess your needs
Choose the right solution
Pilot and test
Train your team
Monitor and optimize
Addressing challenges in AI adoption
While the benefits of AI in contact centers are undeniable, the journey toward implementation isn’t always smooth sailing. There are challenges to overcome, from data privacy concerns to integration complexities. But with the right strategies, these hurdles can be effectively addressed.
Challenge
Data privacy:Â One of the biggest concerns with AI adoption is data privacy. AI thrives on data, but with that comes the responsibility of protecting sensitive customer information.
Solution:
Transparency is key. Choose AI solutions that comply with data privacy regulations like GDPR and CCPA, so you can be confident that you’re meeting legal requirements and protecting customer rights. It also involves implementing techniques to anonymize or pseudonymize sensitive data, safeguarding customer identities while still allowing the AI to learn and improve.
Challenge
Integration issues: Integrating AI into your existing contact center infrastructure can be complex. Don’t just plug in a new tool, you have to ensure that the technology works seamlessly with your existing systems and processes.
Solution:
Prioritize compatibility. Choose AI solutions that integrate smoothly with your CRM, telephony systems, and other essential tools. This will ensure a smooth flow of information and avoid creating data silos. If you’re feeling overwhelmed, don’t hesitate to partner with experienced AI providers who can guide you through the integration process and offer tailored solutions.
The benefits of conversational AI in healthcare
Conversational AI enhances operational efficiency in healthcare by streamlining tasks, improving communication, and making healthcare more accessible. This allows healthcare professionals to allocate more time and energy to what matters most—providing high-quality care to their patients.
Human-like conversations
One of the key advantages of AI is its ability to engage in natural, human-like conversations. Choose AI solutions that excel in NLU, allowing them to understand the nuances of human language, interpret complex requests, and accurately determine customer intent. This will enable more natural and efficient interactions, whether it’s through a chatbot, voice assistant, or interactive voice response system.
Human takeover
While AI can handle many tasks independently, there will always be situations where human intervention is necessary. Design your AI system to facilitate smooth transitions to human agents when needed. This could involve providing context to the agent about the customer’s previous interaction with the AI, ensuring a seamless continuation of the conversation and a positive customer experience.
KPIs
Identify KPIs that align with your business goals, such as customer satisfaction scores, conversion rates, first-call resolution rates, and average handling times. Regularly monitor these metrics to assess the effectiveness of your AI solutions and identify areas for improvement.
Feedback
Gather customer feedback about their interactions with the AI system. This can be done through surveys, feedback forms, or even sentiment analysis of chat logs and voice recordings. Use this feedback to understand customer perceptions, identify pain points, and refine your AI implementation.
Real-world success stories
Success lies in combining the efficiency and intelligence of AI with the empathy and problem-solving skills of human agents. Don’t just take our word for it. See how these best practices have been applied in real-world settings, resulting in tangible improvements for businesses.
Readmoo: Scaling customer service and improving agent productivity with a unified contact center solution
-
20%
increase in team productivity
Apollo 24|7: Digitally transforming the healthcare CX with a unified omnichannel approach
-
95%
omnichannel message delivery rate -
72%
increase in average revenue per order using WhatsApp Flows -
15%
higher conversion rate
Segari: 90% reduction in response time with fast and contextualized support Â
-
90%
faster response rates -
87%
positive feedback
CIAK Auto: Improving CX with digital customer service
-
90%
growth in traffic -
79%
better response time -
33%
CTR rate
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Future trends in conversational AI for contact centers
With AI as their ally, contact centers can break free from the limitations of the past—limited insights into customer behavior, slow customer response, and difficulty scaling—and create a future where customer service is not just a necessity but a source of competitive advantage.
Multimodal AI
Emotional AI
AI-powered agent augmentation
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