Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number of contact centers. Increasingly, customer experience leaders identify artificial intelligence (AI) as a top tech priority.

In this episode, hosts Michael Logan and Ginger Conlon are joined by Erica Mayshar, Senior Manager of Solutions Consulting at Genesys, to discuss the key elements of a successful conversational AI implementation. Far more than a deflection strategy, AI can enhance the customer journey and drive revenue. And with the right approach, contact centers can integrate AI-driven bots seamlessly for a fluid, satisfying customer experience.