Comparing The Gartner Hype Cycle for AI & Customer Service

The Intersection Of AI & Customer Service

Chatbots & Contact Centre implementations

  • Live agent assistance being readily available and standard
  • Highly contextualised and domain specific implementations are possible
  • The prevalence of relevant data for Conversation Design and NLU Design, like customer conversations, live agent chat transcripts, IVR call-flows, agent workflows, etc.


  • An architectural framework
  • Orchestrating multiple systems to proactively engage customers and ensures contextually relevant interactions at every stage of the customer journey.
  • Spanning across departments and synchronise marketing, sales and customer service processes.
  • With an array of digital touch-points to reach customers anytime and anywhere, CEHs are critical for organisations to execute their multi-experience strategy.



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Cobus Greyling

Chief Evangelist @ HumanFirst. I explore and write about all things at the intersection of AI and language; NLP/NLU/LLM, Chat/Voicebots, CCAI.