We’ve all spent countless hours on-hold just waiting for a customer service representative to answer the smallest of questions. But what if your query could be handled by a bot that acted and communicated like a human? That reality is already here, and you may have experienced it without even knowing. On this episode of Marketing Trends, Evan Kohn, the Chief Business Officer and Head of Marketing at Pypestream, discusses how conversational A.I. is changing the way we communicate and why call centers are a thing of the past.

Key Takeaways

• Single-use chats don’t possess the intelligence, privacy and personalization that conversational A.I. does, which makes the latter more likely to be a big part of the future
• Approximately 80% of call-center requests can actually be handled via conversational intelligence. Knowing this stat, companies have been and will continue to deploy the technology to free up human capital
• Messaging and conversational A.I. allow for more flexibility in preference on feedback to measure customer satisfaction. When customers have more options, you are more likely to capture the data needed to continue improving

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