Fireside Chat: The Truth About Conversational and Generative AI

Artificial Intelligence is rapidly evolving and GenAI and LLMs have dramatically improved the capabilities of conversational AI in the contact center. Previously limited to predefined responses, this technology  generates human-like conversations, enhancing natural engagement and interaction to deliver better CX. These AI systems understand and respond to customer queries in a more human-like manner and empower agents to be more informed, engaged, and focused on the customer’s needs with real-time intelligence and automation.

In their new report, The Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC), Aragon assesses 20 providers incorporating conversational AI into their intelligent contact center offerings. The research evaluation focuses on major established players and other innovative companies in this market.

Join us as we sit down with Jim Lundy, founder and lead analyst at Aragon, along with a panel of AI and industry leaders from Five9, as they discuss the impact of generative AI on conversational AI, virtual agents, and the contact center industry at large. They will also discuss the basics of getting started with this technology and how to leverage the Aragon report to make better decisions about which vendors can meet the needs for their contact center of the future.