Conversational Commerce Leans on AI to Usher in Automated Service with a Human Touch

As consumer experience graduates beyond stopgap measures of early pandemic days to more lasting and satisfying interactions, expect dim-bulb chatbots and frustrating voice-controlled customer service systems of 2021 to disappear over the next three years. Replacing it: next-gen digital voice automation that can even do empathy, as yellow.ai CEO Raghu Ravinutala recently discussed with Karen Webster.