CSG Introduces Conversational AI

CSG today released Conversational Artificial Intelligence (AI) to help companies develop, deploy, and analyze conversational use cases across a variety of communications channels.

CSG created its Conversational AI through a strategic partnership with Artificial Solutions. This new solution lets companies communicate internally and externally through applications and web sites that provide human-like natural language via voice, text, or gesture inputs.

Once implemented, the solution identifies trends unique to the business using it and delivers actionable data to enable proactive communications with customers. Customers can have conversations across multiple platforms (SMS, voice, text, chat, interactive voice respons systems, smart home devices). It also provides consistent and compliant guidance to customers for multiple scenarios, whether via an agent, chat session, or voice call.

"CSG Conversational AI, integrated with our market-leading array of customer engagement channels, provides a comprehensive solution for enterprises looking to digitally transform their customer interactions,” said Dave Bukovinsky, executive director of product management at CSG, in a statement. "By quickly resolving issues through a predictive conversational approach, CSG Conversational AI will help increase customer satisfaction and improve perception to help companies deliver a differentiated customer experience with a measurable return on investment. We look forward to our continued partnership with Artificial Solutions as we bring this dynamic solution to the marketplace."

With CSG Conversational AI, interfaces can be built in 35 languages, running over any service or device. Predictive abilities can understand the voice of the customer and learn their true intent. Advanced integration capabilities incorporate relevant knowledge from external data sources (front and back office) to construct answers. Real-time analytics help personalize the conversation, optimize the system automatically, and deliver actionable data insight back to the business, while compliantly capturing the voice of the customer. Hybrid natural language understanding and contextual awareness fosters multi-intent understanding, implicit personalization capabilities and tailored individual responses.

"We're delighted to partner with CSG to help deliver AI applications that will transform digital customer interactions," said Andy Peart, chief marketing and strategy officer at Artificial Solutions, in a statement. "Their experience in solving complex business challenges and delivering value through the innovative use of technology makes them the perfect partner to bring CSG Conversational AI to the marketplace."

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