Conversational AI
Technology that enables natural, human-like dialogue between people and machines using natural language processing, machine learning, and contextual understanding. Powers customer service automation through text and voice interactions.
Beyond Keyword Matching
Conversational AI represents the foundational technology that makes natural customer service automation possible. Unlike traditional systems that rely on keyword spotting or command recognition, conversational AI understands intent, maintains context across turns, and generates responses that feel genuinely human.
When a customer says 'I need to change my shipping address for that order from last week,' conversational AI interprets multiple elements simultaneously: the intent to modify shipping, the temporal reference to a past order, and the implicit need to first identify which order they mean. This contextual understanding enables productive conversations rather than robotic exchanges.
Core Components
- Natural Language Understanding: Interprets user intent from conversational input
- Dialogue Management: Maintains conversation state and determines appropriate responses
- Natural Language Generation: Creates human-like responses appropriate to context
- Context tracking: Remembers previous turns and maintains conversational coherence
Applications in Customer Service
Conversational AI powers both fully autonomous AI Agents and AI Copilots that assist human agents. The technology enables support across all channels—chat, email, voice, and messaging apps—with consistent quality. Advanced implementations like Fin combine conversational AI with knowledge retrieval, business logic, and system integrations to deliver complete customer service automation that feels natural and achieves high resolution rates.