Conversational AI for the Contact CenterAvaamo – Conversational AI for the Contact Center 1 Conversations are still the heart of the Contact Center IVR Self Service 1.0 The industry stalwart is aging 82% of online customer service interaction results in a phone conversation Despite the advent of online customer service, chat, web, social media and more, a live conversation with an agent still forms the heart of contact center operations. The ability to get on live with a knowledgeable agent and solve the problem for an end user still is a core part of the customer experience. In the 1990’s, IVR technology became the dominant fulcrum around the first touch point with the customer. Since then, call waiting, call deflection, call back and more have been added to improve, hack,

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