previous icon Back to press
Apr 12, 2023
2 minutes read integrates Generative AI into its platform to increase efficiency for business users introduces major updates to its conversational AI platform, Conversational AI Cloud, and its CCaaS solution, Mobile Service Cloud. The new features include Generative AI for generating conversational content, a completely overhauled intent classification recognition engine, and conversation summaries from bot to human.

Conversational AI Cloud’s Conversational AI Cloud is designed to help businesses easily automate their conversational flows. By adding Generative AI into the platform, powered by a Large Language Model, they aim to reduce the time it takes to set up a conversational agent. The new release will make it even easier for users to train their intent models and generate new training data to improve accuracy, precision, and recall.

These releases allow our customers to fine-tune their models to match their goals and ensure recognition quality and consistency over time. All while maintaining full control of their conversational flows.” - Arman van Lieshout, Product Manager Conversational AI

Mobile Service Cloud

Mobile Service Cloud’s new AI-powered feature, conversation summaries, will allow agents to get up to speed faster and provide a more timely first response. Summarising the conversation between the customer and the bot will help reduce agents' average handling time and time to first response and improve customer satisfaction rates.

The arrival of Open AI’s ChatGPT has really put the spotlight on the opportunities that AI can offer in terms of enhancing products and experiences, and we’re excited to be introducing these AI-powered features into the platform,” says van Lieshout. “ is continuously looking to improve its products and will leverage the power of AI whenever it adds value. We look forward to sharing more exciting news towards the start of Q2 2023.”

The new updates to Conversational AI Cloud and Mobile Service Cloud are part of’s ongoing commitment to improving its products and delivering value to its customers.

Was this article interesting?
Share it!
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Related articles

Jan 03, 2024 • Customer Experience and NOC*NSF close multi-year deal for TeamNL Houses during the Olympic Games

In 2024, the Olympic and Paralympic Games will take place in Paris. During these spectacular events, NOC*NSF, with the TeamNL Houses, will establish a meeting place for Dutch fans to come together and enjoy matches and celebrations. and NOC*NSF have entered into a multi-year deal to fully support this initiative, with assisting in creating the ultimate fan experience before, during, and after the event through ticketing, an event app, and mobile communication.

Sep 26, 2023 • unveils 'Safeguard' feature to combat Artificially Inflated Traffic (AIT) fraud is proud to announce the launch of its cutting-edge feature, 'Safeguard: Destination Management.' This innovative addition to the company's robust platform empowers customers to protect themselves against artificially inflated traffic (AIT) fraud by managing messaging traffic to specific destinations.

Engagement platform generative ai engine
Sep 15, 2023 • celebrates launch of Generative AI Engine: revolutionising customer engagement is pleased to announce the successful launch of its innovative Generative AI capabilities. This release represents the latest advancement in’s ongoing AI investment efforts.

Jul 12, 2023 • Chatbots

DFS revamps online customer experience with’s AI-powered chatbot technology

The partnership sees DFS integrate the ‘Sofia’ chatbot into their online customer service.

Generative ai press release with conversational ai cloud
Jun 22, 2023 • Conversational AI is launching advanced cross-product Generative AI capabilities announces the kickstart of its new cross-product Generative AI platform with ten leading customers.

Apr 17, 2023 • Research

UK managers lose seven working days every year answering admin questions from employees

Study reveals 85% of employees surveyed feel that information on general procedures is not easily accessible.

research report press release emotions
Nov 24, 2022 • Customer Experience

75% of UK consumers only reach out to customer service as a last resort

Study reveals 79% of UK respondents say they only make a phone call when it’s urgent.

Press Release - Shopware
Nov 02, 2022 • Mobile Service Cloud and Shopware announce partnership for further expansion, a global leader in cloud software for conversational commerce, is partnering with Shopware, a provider of an open-source eCommerce platform.

Is this region a better fit for you?
close icon