conversational AI

The rise of generative AI platforms like ChatGPT has brought us a step closer to a 'conversational web' where it's possible to find information and access services without needing an app.

This could potentially mean the end of app stores from the likes of Apple and Google and disrupt the whole app ecosystem.

Conversational AI has seen great advances and a massive increase in adoption in the last year or so such that it’s increasingly finding its way into our everyday lives.

We spoke to voice AI industry expert PolyAI's co-founder and CEO, Nikola Mrkšić, to discuss how the technology is shaping customer service and reducing costs, as well as where generative AI tools fit into the picture.

While the past 18 months or so have focused on providing business continuity in the midst of a crisis, the next year is set to bring another shift. As organizations around the world gear up to return the office -- at least in a hybrid capacity -- businesses need to make a seminal decision: should they go back to old ways of working? Or can firms take this opportunity to fundamentally review their practices and reduce the inevitable complications that have arisen throughout the pandemic?

Given that firms have experienced some teething problems implementing new approaches, I would urge organizations to take the latter course. In a world where workplace communication between customers and colleagues is becoming increasingly frayed, now is the perfect time for businesses to rethink whether their chosen solutions fit their needs.