Here's the secret recipe for "AI" in CX.

Here's the secret recipe for "AI" in CX.

If you have these core capabilities, you can build any Conversational AI or Speech Analytics based application, including: Customer facing IVAs, Agent Assistants, Automated Quality Assurance, Conversational Intelligence, RPA, Machine Learning models for agent productivity, etc.

Is it any wonder then that we're seeing such a proliferation of these apps across the industry from legacy vendors to startups?

Moral of the story, focus on building capabilities for your organization, and not procuring monolithic stacks. You'll be able to do more things faster, and adapt to new use cases.