Conversational AI


Case Studies

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Intelligent Engagement

Commerce and Care

  • There is a dual mandate driving Conversational AI’s adoption right now, which is for brands to better serve both the commerce and care needs of their customers. Keep in mind, customers in this context can refer to actual “paying customers” or it can apply to visitors, leads, members, patients, users, etc.
  • The commerce component of this dual mandate is about driving lead conversions, increasing order size or volume, improving customer retention, encouraging repeat buying, and enhancing any other form of revenue generation. The care side of the mandate applies to service, support, help, how-to's, instructions, guidance, and recommendations. For example, Conversational AI can work in the background with contact center agents to access caller history and increase accuracy of responses to help requests. Retail sales agents can use Conversational AI to search inventory, product information, or pricing specials so they can focus on providing shoppers with more personal attention.
  • Every industry has faced this dual mandate since the first days of human-to-human commerce. What’s changing in this Conversational AI era is many of the old rules and best practices must be unlearned as completely new strategies now exist for engaging, selling, and supporting consumers in a hands-free and screenless world. Nearly everywhere today we find employees tied to keyboards to do their jobs. Conversational AI will increasingly mean that work can be completed hands free and closer to the consumer.

Intelligent advisory

Strategy and Consulting
  • With Conversational AI’s early experimental days behind us, innovative brands are looking to accelerate their efforts and results. For most, this means thinking beyond chatbots, voice skills, and smart speakers to an omnichannel, multi-device, and multi-modal future of highly contextualized and intelligent engagement.
  • Our practice’s center for Conversational AI strategy recommends the following as part of our SOAR framework for scaling Conversational AI (SOAR = Strategy, Operationalizing, Accelerating, and Refining):
    1. Invest both for immediate success and longer-term tangible benefits.
    2. Seek innovation partners able to support strategy and roadmaps.
    3. Link projects so that code, frameworks, lessons, and best practices build upon one another.
    4. Let your customers be your guide. Grounding Conversational AI in a customer-first philosophy and delivering the right design, technology, and personalization to create an experience consumers prefer over searching through websites to navigate an FAQ or calling a contact center agent for help.

Intelligent experience

Voice-Human Centered
Your customers are living in a transformative and exciting time. Today’s Conversational AI innovations—delivered by IoT devices, voice assistants, and ambient computing home hubs—continue to shape their connectivity, engagement, and communication experience. With a simple touch of a button, swipe of a finger, or utterance of their voice, Conversational AI connects, empowers, and informs them across multiple devices in an evolving omnichannel world.

With our VOICE methodology, we craft customer-centric end-to-end Conversational AI experiences that enable personalized care and support for customers and effortlessly connects their careers, well-being, homes, health, family, entertainment, education, travel, finances, and more.

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