Expert Insights

What Is Conversational AI?

Published On: 16th Sep 2022 07:05 - Modified: 22nd Jul 2026

Conversational AI refers to technologies that can understand both speech and text inputs and correctly respond in a natural, human-like manner.

This technology uses machine learning (ML) and natural language processing (NLP), but the key to conversational AI is its use of natural language understanding (NLU) as a core feature.

This enables it to imitate human interactions, and create natural conversational flows on both voice and digital channels.

Contributed by: Talkdesk

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Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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What Is Conversational AI?

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