Why Conversational Design is Essential

(Contact Center Pipline) -

How Conversational Design enhances the CX.

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents, reported Gartner. In 2022, that number rose to more than 70%.

Customer preferences and tools that can effectively execute the promise of voice-of-the-customer (VoC) strategies have contributed to the exponential spike.

For background, VoC is the cumulative feedback a brand receives from customers at different touchpoints in their journeys. These touchpoints span various channels and interaction modes to accurately illustrate customer expectations, needs, preferences, and demographic.