Customer Experience & Conversational AI
Better conversations start with listening.
Explore conversational AI through customer intent, useful responses and a clear path to human support.
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Three perspectives.
One clearer picture.
Open a perspective to explore the questions at the heart of this subject.
01Listen
Identify the question behind the words and the context that matters.
02Respond
Give an answer the person can understand and use.
03Handoff
Make it easy to reach a person when automation cannot help.
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Expand your customer AI one verified task at a time
Choose the next task for your AI customer assistant using customer demand, reliable information and a measurable system outcome, with clear rollout gates.
Read the articleTest voice AI when customers interrupt and correct
Evaluate how a voice assistant handles interruptions, corrected names and changing instructions, checking both the conversation and the resulting system action.
Read the articleDisclose your AI assistant clearly from the start
Make AI assistant disclosure visible and understandable at first contact, then test comprehension across chat, voice and mobile without burying the message.
Read the articleAnswer cancellation questions without pressure
Design AI cancellation and renewal support that explains the customer’s options directly, verifies account facts and confirms what has actually changed.
Read the articleMake chatbot memory helpful and understandable
Design customer-controlled chatbot memory with visible context, easy corrections and clear limits, then test whether personalization improves the actual task.
Read the articleDesign accessible conversations with AI assistants
Test AI chat for keyboard access, readable responses, understandable updates and sufficient time, with real users and an alternative way to complete the task.
Read the articleTest AI sales assistants with skeptical buyers
Evaluate an AI sales assistant with questions about limits, alternatives and contract terms, checking factual honesty and appropriate next steps under pressure.
Read the articleTurn unanswered chatbot questions into better content
Use unresolved chatbot tasks to find missing knowledge, retrieval problems and contradictory pages, then verify whether each content change helps customers.
Read the articlePrepare AI customer service for an active incident
Plan chatbot responses for recalls and outages with approved incident facts, clear update ownership and escalation paths for customers who need urgent help.
Read the articleKeep chatbot prices and availability up to date
Design chatbot freshness checks for prices and stock, with clear source ownership and useful fallbacks when current product information cannot be verified.
Read the articleKeep sponsored AI conversations clear to customers
Review the customer journey into a sponsored AI conversation, with visible sponsorship, accurate product answers and a clear route back to independent help.
Read the articleAsk product constraints before AI recommendations
Build a product advice chatbot that checks intended use, compatibility and budget before recommending items from verified catalog and availability data.
Read the articleMeasure AI resolution and the customer experience
Combine verified task outcomes, repeat contacts and customer feedback to assess AI service, while keeping modeled experience scores distinct from surveys.
Read the articleLet customers control your chatbot’s language
Design an English and Dutch chatbot that respects language choices, handles mixed terms and preserves product names without making customers start again.
Read the articleDesign clear confirmations for AI voice bookings
Plan AI voice bookings around verified availability, explicit customer confirmation and a checked reservation result, including ambiguous dates and names.
Read the articleTest whether Fin asks useful clarification questions
Evaluate Fin’s clarification questions against realistic customer tasks, separating necessary follow-ups from repeated questions and avoidable friction.
Read the articleQualify conversational leads with fewer questions
Build a short AI lead conversation around the information your team needs to route a request, with optional detail and clear expectations for follow-up.
Read the articleChoose which knowledge your chatbot may answer from
Connect a knowledge center to your chatbot with approved sources, conflict rules and answer-level evidence, then test retrieval before expanding coverage.
Read the articlePreserve context when AI hands off to a human
Design an AI-to-human handoff that preserves the customer’s request, attempted steps and expectations, then test the receiving team’s ability to act.
Read the articleBuild an AI assistant that knows when to stop
Give your customer AI assistant a clear answer boundary, useful fallback and evidence checks so uncertain questions receive an honest, practical response.
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MARKAIGEN / CHOOSE YOUR NEXT STEP Conversational commerce connects a customer’s question with product discovery, support or purchase. It does not always require an autonomous transaction. Check whether the answer is accurate, the recommended option is available and the customer can reach a person when needed. Evaluate the complete journey rather than the conversation’s fluency alone.Design the next step after the answer