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Apr 04, 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 respond 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.

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