Conversational AI

Conversational AI is the umbrella term for software that can hold a conversation. AI chatbots and AI voice agents are both forms of it. The term describes a capability, not a specific product.

The main parts

• Language understanding and generation. Today this is usually a large language model, which interprets what someone means and writes a reply.
• Speech recognition and synthesis. For voice, these turn speech into text and text back into speech.
• Conversation state. The system tracks what has been said, so a follow-up such as "what about Saturday?" makes sense.
• Integrations. Connections to calendars, CRMs and order systems let a conversation end in an action, not just an answer.

How it works in a business

The practical value is consistency across channels. One set of approved knowledge and rules can serve phone calls, website chat, SMS and social messages, so customers get the same answer however they reach you. Conversations can also be logged and summarized, which gives you a searchable record of what customers ask.

Conversational AI is narrower than generative AI in general. Generative AI also covers images, code and documents; conversational AI is about dialogue.

How it relates to Worcia

Conversational AI is the technology behind Concierge, Worcia's AI receptionist. An omnichannel inbox is where those conversations come together for your team.