Conversational services refer to a type of service that utilises natural language processing and artificial intelligence technologies to enable human-like conversations between users and computer systems. These services are designed to understand and interpret user input in the form of text or speech and provide relevant and contextual responses.

 

Conversational services can take various forms, such as chatbots, virtual assistants, voice-activated systems, or messaging applications. They aim to simulate human-like interactions, understand user queries or requests, and provide information, perform tasks, or assist with various services.

 

These services are often used in customer support, public sector, healthcare, information retrieval, and other domains where interactive communication and assistance are required. They enhance user experiences by providing personalised and efficient support, answering questions, resolving issues, and automating routine tasks through natural and conversational interactions.

Offers a consistent quality of service due to pre-defined rules.

Can be accessed 24/7, enabling customers to get help whenever they need it.

Capable of communicating in multiple languages.

Instant response capability reduces waiting times for s.

EXAMPLE

A citizen facing an issue with renewing their driver’s license gets help from the service’s AI chatbot. It guides them through different options to resolve the issue. It can also pull history and data from various databases to provide the customer with a more personalised and efficient experience.