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It's no secret that global businesses and customers are leveraging new technologies to communicate in this age of digital transformation. In this ever-evolving world, the demand for automated or self-service operations has rapidly increased as a result of both customers' and employees' desire for omnichannel services that are accessible 24/7. A report from ITPro states that by the end of 2025, more than 95% of end-user interactions will be handled by conversational AI platforms like modern IT helpdesks, smart chatbots or virtual assistants, which indicates that conversational AI platforms are here to stay and dominate future workplaces.

Advanced GenAI solutions such as ChatGPT-like AI chatbots can assist businesses in addressing these constantly changing needs of customers and employees. However, a common complaint from users who communicate with intelligent chatbots are, that they occasionally fail to grasp the context of conversations. A study by Search Engine Journal found that 43% of users think chatbots need to understand better what users are asking for or looking for. This is where conversational AI can be used.

This article will discuss the importance of conversational AI tools in this evolving work culture and the top 15 conversational AI platforms that will redefine future workplaces.
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Before that, let’s start from the basics.

What is Conversational AI?

Conversational AI is an advanced technology that enables machines to have natural, human-like conversations with people. It is powered by AI, natural language processing (NLP) and machine learning (ML) algorithms that allow machines to understand and respond to human language. It works by processing the user’s input, analyzing it for intent and sentiment, and then using the results to generate a response. The response is typically generated using a set of predefined rules or from a database of pre-existing responses. It is often used to automate employees’ and customers’ service tasks, such as answering frequently asked questions, providing personalized support or automating time-consuming processes.  

How is Conversational AI Different from Chatbots?

• AI-powered chatbots rely solely on predefined rules or predetermined responses, while conversational AI is powered by more advanced algorithms that enable it to understand the user’s intent and context.
• Chatbot personalization may be limited and based on user profiles or already defined data, but it is frequently simplistic and lacking in sophistication. By learning from user interactions and customizing responses based on user preferences and behavior, conversational AI systems can provide advanced personalization. Conversations become more relevant and interesting as a result.
• Chatbots are typically used for more basic tasks such as providing information or FAQs, while conversational AI is more suitable for complex tasks such as customer support and sales.
• Chatbots are often limited to text-based conversations, while conversational AI is capable of understanding and responding to input from various sources, including voice, text, and images.
• Chatbots can be scripted and do not require any machine learning, while conversational AI requires advanced machine learning algorithms.
• Chatbots are typically used for simpler tasks and are less conversational, while conversational AI is designed to provide more sophisticated conversations and can handle complex tasks.
• Conversational AI offers natural conversations between people and computer systems by utilizing cutting-edge speech recognition and cognitive response systems. It can be integrated into IVR, voice-led communication channels, messaging platforms, mobile apps, and a number of other channels.

15 Top Conversational AI Platforms

1. Rezolve.ai
2. Verloop.io
3. Leena.ai
4. Haptik.ai
5. Zendesk
6. Avaamo.ai
7. Aisera
8. ServiceNow
9. Moveworks
10. Kore.ai
11. IBM Watsonx Assistant
12. Google Dialogflow
13. Amazon Lex
14. Rasa
15. Conversational Cloud

Now, let’s check them one by one.  

1. Rezolve.ai

Overview:
Rezolve.ai is a Generative AI-powered modern service desk that integrates with collaborative platforms like Microsoft Teams to provide comprehensive support to employees. It offers contextual and personalized employee support via its conversational ChatGPT-like AI chatbot, delivering help in seconds and driving high levels of self-service and auto-resolution with reduced service costs using Generative AI and Machine Learning.

Features:

• Out-of-the-box automation skills
• Low incident response times
• High auto-resolution rates
• Interactive front-end support through chatbots
• Automated HR helpdesk
• Automated software provisioning
• Smart ticket creation

Pros:

• Integrates seamlessly with Microsoft Teams
• Provides quick and personalized support
• Reduces service costs significantly

Cons:

• May require training for optimal use

Pricing:

• Custom pricing based on the number of users and specific needs

2. Verloop.io

Overview:
Verloop.io is a leading customer support automation platform that enables companies to provide excellent customer service through various channels, including voice, WhatsApp, Instagram, the Web, and in-app. It supports automation in retail, e-commerce, BFSI, education, logistics, and OTA sectors.

Features:

• Multichannel support
• Voice and text-based interactions
• Automation of support functions

Pros:

• Wide range of supported channels
• Strong focus on customer support automation
• Suitable for various industries

Cons:

• May require customization for different sectors
• Initial setup can be complex

Pricing:

• Available upon request, typically based on the scale of deployment

3. Leena.ai

Overview:
Leena.ai helps enterprises build exceptional employee experiences via an AI-enabled conversational platform. It automatically answers employee queries, streamlines day-to-day HR operations, quickly resolves employee tickets, and manages requests on the go.

Features:

• Automated query resolution
• HR operations streamlining
• Employee engagement software
• Sentiment analysis and attrition prediction

Pros:

• Comprehensive employee support
• Advanced engagement analytics
• Reduces HR workload

Cons:

• Primarily focused on HR and employee support
• Requires integration with existing HR systems

Pricing:

• Custom pricing based on organizational needs

4. Haptik.ai

Overview:
Haptik.ai provides AI-driven, personalized, conversational experiences across 20 channels and 100+ languages. It serves clients like KFC, Whirlpool, Starhub, HP, Reliance Jio, and more, offering comprehensive conversational AI solutions.

Features:

• Multichannel and multilingual support
• AI-driven personalized experiences
• Integration with popular business platforms

Pros:

• Extensive language support
• High-profile client base
• Robust AI capabilities

Cons:

• Complex setup for small businesses
• Pricing can be high for smaller deployments

Pricing:

• Available upon request.

5. Zendesk

Overview:
Zendesk is a service-first business that creates software to satisfy client needs, maintain business continuity, and boost team productivity. Zendesk’s Answer Bot uses AI to respond to frequent customer questions from multiple channels at once and can transfer conversations to live agents when necessary.

Features:

• AI-powered Answer Bot
• Multichannel support
• Seamless live agent transfer
• Routine request automation

Pros:

• Strong AI capabilities for customer service
• High flexibility and scalability
• Integrates well with other Zendesk products

Cons:

• Can be expensive for small businesses
• Learning curve for advanced features

Pricing:

• Starting at $19 per agent/month

6. Avaamo.ai

Overview:
Avaamo is a conversational AI platform built to automate every conversation an end user can have with the enterprise. It leverages neural networks, speech synthesis, and deep learning and offers no-code dialogue management features.

Features:

• No-code dialogue management
• Neural network-based AI
• Speech synthesis
• Wide range of industry applications

Pros:

• User-friendly no-code interface
• Advanced AI capabilities
• Suitable for diverse industries

Cons:

• Requires substantial initial setup
• Can be complex for non-technical users

Pricing:

• Custom pricing based on business needs

7. Aisera

Overview:
Aisera provides proactive, personalized, and predictive AI-powered experience solutions that automate HR, IT, sales, and customer service operations. It uses user and service behavioral intelligence to drive end-to-end automation of tasks and business processes.

Features:

• Proactive and predictive AI
• Automation for HR, IT, sales, and customer service
• Behavioral intelligence

Pros:

• Comprehensive automation capabilities
• Enhances digital transformation
• Broad industry applications

Cons:

• High initial cost
• May require customization for specific use cases

Pricing:

• Custom pricing based on enterprise needs

8. ServiceNow

Overview:
ServiceNow’s cloud-based workflow automation platform streamlines and automates routine work tasks, increasing operational efficiencies. It includes a comprehensive online database of IT services and key features like self-service, event management, workflow automation, and service catalog.

Features:

• Cloud-based workflow automation
• Comprehensive IT service database
• Self-service and event management
• Workflow automation

Pros:

• Enhances operational efficiencies
• Extensive service management features
• Scalable for large enterprises

Cons:

• Expensive for small businesses
• Requires training for optimal use

Pricing:

• Custom pricing based on deployment scale

9. Moveworks

Overview:
Moveworks is a conversational AI platform that enables leaders to foresee issues and provide assistance to employees quickly. It’s used by companies like Hearst, DocuSign, and Broadcom to streamline support and enhance employee experiences.

Features:

• Quick issue resolution
• Employee support automation
• Predictive assistance

Pros:

• Fast response times
• Improves employee experience
• Suitable for large organizations

Cons:

• High cost
• Requires integration with existing systems

Pricing:

• Custom pricing based on organization size

10. Kore.ai

Overview:
Kore.ai's Enterprise-grade conversational AI platform, Experience Optimization (XO) Platform, automates interactions for employees and customers. It supports communication in over 100 languages through more than 35 voice and digital channels.

Features:

• Multi-engine NLP
• Pre-built integrations with enterprise systems
• Multilingual and multichannel support

Pros:

• Advanced NLP capabilities
• Wide range of integrations
• Multilingual support

Cons:

• Complex initial setup
• High cost for small businesses

Pricing:

• Custom pricing based on deployment scale

11. IBM Watsonx Assistant

Overview:
IBM Watsonx Assistant is a conversational AI chatbot designed to enhance customer and employee experience. It leverages natural language understanding and generation to comprehend inquiries and produce human-like responses.

Features:

• Natural language understanding
• Human-like response generation
• Suitable for multiple industries

Pros:

• Strong AI capabilities
• Wide range of applications
• High scalability

Cons:

• Can be expensive
• Requires technical expertise for customization

Pricing:

• Available upon request

12. Google Dialogflow

Overview: Google Dialogflow is a cloud-based platform for building conversational agents. It integrates with Google Cloud services and offers deep learning technologies for natural conversations.

Features:

• Cloud-based natural language processing
• Integration with Google Cloud
• Multi-turn conversation support

Pros:

• Powerful NLP capabilities
• Easy integration with Google services

Cons:

• Limited to Google Cloud ecosystem

13. Amazon Lex

Overview: Amazon Lex enables the creation of conversational interfaces using deep learning. Integrated with AWS, it supports the development of chatbots with natural language understanding and context maintenance.

Features:

• Deep learning for NLP
• AWS integration
• Omnichannel support

Pros:

• Seamless AWS integration
• Robust NLP capabilities

Cons:

• Requires AWS infrastructure

14. Rasa

Overview: Rasa is a flexible conversational AI platform known for its advanced AI assistant creation and deployment. It emphasizes data privacy and scalability, making it suitable for various business sizes.

Features:

• Advanced assistant creation
• Data privacy and security
• Scalability for different business sizes

Pros:

• Strong focus on privacy
• Scalable solutions

Cons:

• May require technical expertise for setup

15. Conversational Cloud

Overview: Conversational Cloud analyzes conversational interactions to provide deep customer insights. It helps marketers understand customer needs and emotions by analyzing voice and messaging data.

Features:

• Comprehensive conversational analysis
• Customer insights and emotion tracking

Pros:

• In-depth customer understanding
• Effective for marketing insights

Cons:

• Primarily focused on marketing applications

How to Select the Best Conversational AI Platform?

Choosing the right conversational AI platform for your needs involves evaluating several key factors. Here’s a comprehensive guide to help you make an informed decision:

1. Define Your Goals

Identify Objectives: Determine what you want to achieve with a conversational AI platform—whether it's improving customer service, automating HR tasks, or enhancing user engagement. Clear goals will guide your selection process.

Use Case Suitability: Ensure the platform aligns with your specific use case, such as customer support, employee assistance, or sales automation.

2. Evaluate Core Features

Natural Language Processing (NLP): Look for platforms with advanced NLP capabilities to understand and generate human-like responses. This includes multi-turn conversation support and contextual understanding.

Integration Capabilities: Choose a platform that integrates seamlessly with your existing systems, such as CRM, ERP, or communication tools.

Customization Options: Assess the level of customization available for building and tailoring the AI models to fit your business needs.

3. Consider Usability

Ease of Deployment: Evaluate how easy it is to set up and deploy the platform. Some platforms offer out-of-the-box solutions, while others may require more complex setup.

User Interface: Look for a user-friendly interface for both end-users and administrators. This includes intuitive design and ease of navigation.

4. Assess Scalability

Growth Potential: Ensure the platform can scale with your business growth. It should handle increasing volumes of interactions and adapt to evolving requirements.

Performance Metrics: Review how the platform performs under load and its ability to maintain high-quality interactions as usage scales.

5. Examine Support and Maintenance

Customer Support: Check the level of support provided by the vendor. This includes availability of technical support, training resources, and customer service.

Updates and Upgrades: Ensure the platform receives regular updates and improvements to keep up with technological advancements and emerging trends.

6. Analyze Costs

Pricing Models: Understand the pricing structure, including any hidden costs such as setup fees, licensing, and usage charges. Some platforms offer tiered pricing based on features or volume.

Return on Investment (ROI): Consider the potential ROI by evaluating how the platform can reduce costs, improve efficiency, or enhance customer satisfaction.

7. Review Security and Compliance

Data Security: Assess the platform’s security measures to protect sensitive data. This includes encryption, access controls, and compliance with relevant data protection regulations.

Compliance: Ensure the platform complies with industry-specific regulations and standards, such as GDPR for data protection.

8. Read Reviews and Case Studies

Customer Feedback: Look for reviews and testimonials from current users to gauge their satisfaction and experiences with the platform.

Case Studies: Review case studies to see how the platform has been successfully implemented in similar industries or use cases.

9. Request a Demo

Product Demonstration: Request a demo or trial to experience the platform’s features firsthand. This will help you evaluate its functionality, ease of use, and overall fit for your needs.

Proof of Concept: Consider running a pilot project or proof of concept to test the platform in a real-world scenario before making a final decision.

Insightful Conversational AI Statistics

• 77% of agents believe that automation tools will enable them to finish more complicated tasks, according to Salesforce's The State of Service Research report. The majority of employees work in different time zones, so it is impossible to resolve all of their issues promptly. Agents cannot answer help desk questions 24 hours a day. Conversational AI chatbots can be extremely useful in this situation.
• Did you know that employees spend 16% of their time on collaboration and internal communication, and more than 19% of their time on information gathering and research?
• As reported by Bloomfire, conversational AI can cut down on the time spent on these tasks by enabling users to address problems immediately.
• Assume your business has 1,000 employees, and the inefficiencies in your onboarding process will cost you $253,000. According to a Panopto report, if you have 100,000 employees, you could lose $25 million. Conversational AI chatbots that can hold a conversation make onboarding simple. 

Statistics of Conversational AI Market

• By 2026, the market for conversational AI is projected to be worth $18.4 billion.
• By 2023, it is anticipated that chatbot usage will save five billion hours.
• According to a report from MIT Technology Review, conversational AI chatbots have significantly improved complaint resolution, call processing, and customer and employee satisfaction for more than 90% of businesses.
• Conversational AI bots and NLP, according to Venture Beat, can help businesses save up to $1 million annually on customer service expenses.
• By using chatbots for customer service, the banking, retail, and healthcare industries could save more than $11 billion annually.
• 68% of customers think conversational AI bots can solve problems quickly.
• By 2023, retail conversational AI systems are anticipated to account for over 70% of chatbot conversations.
  

How Conversational AI Boost Employee Productivity?

Indeed, employees appreciate solutions that can provide quick employee support and experience in this era of immediate satisfaction because it allows them to respond rapidly to their problems rather than wading through a series of inefficient phone calls, emails, or lengthy other procedures. According to a BusinessWire report, more than 50% of employees who are looking for solutions for customers complain that they cannot find the information they require. 

Employees prefer a simple messenger-like platform that allows them to engage and address concerns as quickly as feasible. Finding solutions is made simple by conversational AI chatbots.

Elevating Support and Experience: NYC-DOB's Journey with Rezolve.ai’s ‘AI Chatbot’

Explore our case study

‍For example, assume a newly joined remote employee wants to learn more about workplace policies, dress codes, or other work-related documents. Instead of scheduling a call with an HR helpdesk agent or sifting through a stack of documentation, they can just ask the inquiry in the conversational AI chatbot. It understands the request, retrieves the data, and displays the response in seconds.
 
Consider accomplishing the same thing without the assistance of conversational AI platforms like modern GenAI helpdesks. An AI chatbot that works within a modern service desk can quickly gather information from numerous sources and provide the right help at the right time to the employees. Employees who get personalized and quick employee support will perform better, increasing employee productivity and organizational ROI.

Benefits of Conversational AI for Employee Support  

Increased Employee Satisfaction

Conversational AI can provide employees with on-demand support, enabling them to get the answers they need quickly and efficiently. This can result in improved employee satisfaction with the support they receive, as well as improved morale.

Increased Work  Efficiency

By automating certain tasks that human support agents currently handle, conversational AI can help businesses save time and money. This can be particularly beneficial for larger companies that manage many employee inquiries.

Improved User Experience

Conversational AI can provide a more personalized experience for employees, which can help create better relationships between employees and employers. This can help increase employee engagement and loyalty.

Improved Accuracy

Conversational AI-powered chatbots can provide employees with accurate answers to their questions and inquiries. This can help reduce the number of mistakes made in employee service and support, saving businesses time and money.

Reduce Costs

By automating specific tasks with conversational AI, businesses can save money on overhead costs associated with hiring and training new support agents. This can help reduce operational costs, freeing up resources to invest in other business areas.

Conversational AI Use Case to Watch Out For in 2023

Onboarding Support

AI chatbots can assist new hires with their onboarding. They can inform new hires about company policies, benefits, and necessary forms, ensuring a quick and easy transition.

Instant Issue Resolution

Employees can use conversational AI platforms to get answers to their questions anytime, anywhere. With these tools, users do not need to directly contact a support agent since they are able to receive responses within less than 20 seconds. 

Self-Service

Employees can use conversational AI to access self-service features. This includes making time-off requests, reviewing pay stubs, and updating personal data, all without requiring face-to-face communication.

Training and Development

Conversational AI platforms can suggest training programs and materials based on a worker's job role and career objectives, aiding their professional development.

Policies and Compliance

Conversational AI can guarantee that staff members are aware of and follow corporate policies and legal compliance requirements. It can respond to inquiries about morality and workplace rules. 

Employee Feedback

Employee survey responses can be gathered by conversational AI platforms, allowing HR teams to assess employee satisfaction and make data-driven improvements.

Customer Service

Automated chatbots for customer service can be created using conversational AI to assist customers with their purchases, answer their questions, and point them in the right direction.

Virtual Assistants

Conversational AI can be applied to developing consumer- and business-oriented virtual assistants like Google Home and Amazon Alexa. These virtual assistants can assist with scheduling appointments, setting reminders, and playing music.

Automated Market Research

Automated market research can be carried out using conversational AI to understand consumer needs and preferences better.

Automated Sales

Conversational AI can be used to create automated sales bots that interact with potential clients, inform them about the products, and assist them in making decisions. 

Now that you understand conversational AI platforms and their use cases, let’s look at the best-in-class conversational AI tools.

What Makes Rezolve.ai the Best Conversational AI Platform? 

Rezolve.ai is the best bet Gen AI-powered service desk that works within MS Teams because of its comprehensive suite of conversational AI features like ChatGPT-like AI chatbot and Generative AI-powered automation. 

Being a modern GenAI service desk, Rezolve.ai is focused on delivering instant employee support and experience by auto-resolving more than 65% of employee issues and tickets. 
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At Rezolve.ai, we believe in “auto-resolving” most of the time-consuming IT and HR-related repetitive issues, tasks or processes employees face. Employees can get support within seconds by just having a conversation with the Rezolve.ai’s ChatGPT-like AI Chatbot that is integrated within MS Teams.With Rezolve.ai, employees can quickly help themselves by getting answers to their questions, creating new incident or service requests, checking the status of existing tickets or accomplishing repetitive tasks or processes just by interacting with Rezolve.ai within MS Teams.

Organizations can automate their IT and HR processes and tasks, provide elevated employee experience and increase support staff’s efficiency by switching over to Rezolve.ai’s modern service desk. 

What Rezolve.ai Offers? 

• ChatGPT-like AI chatbot for personalized employee support
• Invisible ticketing system
• In-built live chat
• Agile knowledge management
• Easy automation
• Desktop automation
• Out-of-the-box integrations with 150+ Enterprise Software
• Accessible change management
• Instant user provisioning and access authorization
• Smart notification via MS Teams
• No code automation

Conclusion

Needless to say, artificial intelligence and its subsets like conversational AI and Generative AI are enabling new levels of human-like communication with machines due to its contextual understanding, personalization, and adaptability.The future is brighter than ever in this conversational AI era, offering limitless opportunities for innovation and change.
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By 2024, organizations of all sizes will have access to smarter and more automated platforms with conversational AI, allowing for streamlined business processes and a more efficient virtual workplace.Implementing technologies like GenAI and conversational AI platforms will enable organizationsto stay ahead of the curve and make the transition to the digital world that much easier. 

FAQs

1. What are conversational AI platforms?

A conversational AI platform is a software tool that provides interaction between computers and users that is natural and human-like. To comprehend and produce human language, these platforms employ a variety of artificial intelligence (AI) technologies, such as machine learning and natural language processing (NLP).

2. What are the types of conversational AI?

Here are some of the most common types of conversational AI. Chatbots, virtual assistants, messaging apps, voice interfaces, e-commerce assistants, virtual tours etc.

3. What is the future of conversational AI?

The future of conversational AI is expected to see advancements in natural language understanding, context awareness, emotional intelligence, and multi-modal interactions (combining text, voice, and visuals). Conversational AI will likely play a more significant role in various industries, transforming customer experiences, virtual assistance, and human-machine interactions.

4. How can conversational AI be implemented?

Implementing conversational AI involves several steps, including designing the conversation flow, selecting appropriate technology frameworks or platforms, training the AI models, integrating with relevant systems or APIs, and deploying the conversational interface on websites, messaging platforms, or mobile apps.

Custom development or leveraging existing conversational AI platforms can be options depending on the requirements.

5. What are the benefits of conversational AI?

Conversational AI offers several benefits, including improved customer service, increased efficiency, 24/7 availability, personalized interactions, reduced costs, and scalability. It can help businesses automate repetitive tasks, streamline processes, and provide better user experiences by enabling natural and interactive conversations with users.