Blog - Conversational Ai

Leverage Conversational Ai For Exceptional Customer Service

Conversational Ai revolutionises customer service through chatbots and voicebots. Despite implementation challenges, these Ai solutions offer 24/7 availability and personalised interactions that lead to increased employee efficiency and improved customer service.

Woman Talking To Phone - Conversational AI

Understanding Conversational Ai

At its core, Ai mirrors human intelligence within machines, endowed with the ability to think and learn similar to humans. This expansive domain encompasses diverse technologies, including machine learning, natural language processing, and computer vision. Conversational Ai, a subset of Ai, empowers machines to comprehend and respond to human language mirroring human-to-human communication. This technology is at the core of chatbots and voicebots.


Ai-driven chatbots have emerged as essential solutions for customer service, handling vast volumes of customer inquiries in real time. Ai-driven chatbots enable live agents to dedicate their expertise and attention to more complex issues that require more human interaction.

Chatbots are software applications designed to emulate human-written conversations. Seamlessly integrated into websites, apps, and messaging platforms, chatbots furnish customers with swift access to information or assistance. Leveraging natural language processing (NLP), chatbots decipher and respond to customer questions, tackling an array of tasks from addressing FAQs to facilitating purchases.


Voicebots, similar to chatbots, harness speech recognition and natural language understanding (NLU) to facilitate user interaction via voice. Familiar to the public as voice assistants in smart speakers and smartphones, voicebots streamline tasks such as playing music, setting reminders, and controlling smart home devices.

Employing NLU, voicebots translate speech into text and vice versa. In customer experience settings, voicebots typically feature in IVR menus to address customer queries or route calls efficiently. They augment IVR options by providing information or automating tasks, reducing the reliance on human agents.

Man Rating Customer Service - Conversational AI

Conversational Ai in Customer Experience – The Challenges

The implementation of chatbots demands meticulous planning of dialogue flows and adaptability to diverse text styles. Adding Voicebots introduces an added layer of complexity, requiring proficiency in NLP, Speech-to-Text, and Text-to-Speech technologies. Spoken interactions can pose challenges with regional dialects and speech clarity.

Integration with backend systems poses another hurdle. For task automation, chatbots and voicebots must be seamlessly integrated with backend systems for prompt and accurate responses to customer queries.

With careful planning and adept deployment, chatbots and voicebots can provide a wealth of benefits to customers, employees, and businesses at large.

Conversational Ai in Customer Experience – The Benefits

Chatbots usher in around-the-clock availability, slashing wait times and enhancing customer experience by providing access to information beyond office hours. With intuitive navigation through natural language, callers are provided with better customer service. Moreover, seamless automation expedites task completion without agent intervention.

Voicebots, leverage the innate efficiency of voice communication, paving the way for personalised customer interactions, amplifying satisfaction and operational efficiency.

Conversational Ai enhances agent efficiency, productivity, and job satisfaction, mitigating attrition and burnout. By offloading simple and repetitive tasks to bots, agents focus on complex, high-value interactions, transforming customer experience teams into profit centres.

Embracing Conversational Ai – Real-world Applications

Conversational Ai has driven innovative customer experience solutions, revolutionising operations across diverse sectors. High-volume call centres, legal offices, and financial institutions all harness chatbots and voicebots to streamline operations, reduce costs, and elevate the customer experience.

Man Paying Over Phone - Conversational AI

Conversational Ai – Conclusion

Conversational Ai emerges as a potent ally for businesses, delivering streamlined experiences to customers and employees alike. Chatbots and voicebots, when harnessed effectively, foster operational efficiency and personalised interactions, aligning with evolving customer expectations.

As customers clamour for faster, tailored experiences, voicebots emerge as the pinnacle of customer engagement, blending efficiency with the natural cadence of human interaction. Embracing conversational Ai heralds a new era of customer-centric operational excellence.

Empowering Conversational Ai with Marlin Communications

Navigating the myriad of conversational Ai solutions demands a strategic approach. Marlin Communications offers a versatile solution, facilitating seamless integration of conversational Ai platforms, STT, TTS engines, and voice engagement channels. This amalgamation enables the deployment of cutting-edge voice solutions, including virtual agents and intelligent IVRs.

We offer a free 30-minute discovery call to discuss your requirements and the options available.

Call us on 0800 032 8274 or book a discovery call here.

About Marlin Communications

Marlin Communications is an award-winning, leading provider of Unified Communications & collaboration solutions including voice, data, mobile, video, network security and contact centre technology for businesses of 50 – 5,000 staff.

We have clients across the UK and in Europe and our own, on-premises, 1,000 ft² Technology Suite at our Bath office, where we host regular events and showcase technology solutions for our clients. Contact us for your free comms audit or product demo.

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