Top 3 Trends in Conversational AI: Customer Service, Personification, and Transactional Commerce

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Conversational AI could be the answer to your company’s customer service issues. With it, customers have the ability to communicate with AI as they would with humans, either through text or speech, bringing plenty of benefits to your organization. Shifting to conversational AI cuts costs, in addition to simplifying and streamlining the process for customers. Businesses will spend 1.3 trillion dollars on 265 billion customer service calls annually. These costs can be drastically reduced by investing in conversational AI that can answer as many as 80% of your customer’s everyday questions. As the industry continues to rapidly evolve, it’s important to discuss where the future is headed. Below, we take a look at the top 3 trends currently impacting the conversational AI industry.  

1. Expansion of Customer Service Capabilities

As conversational AI becomes more and more mainstream, it is often the first point of contact for customers before engaging with a live agent, if at all necessary.  The technology can be deployed on several different channels, either through chat on the web, in app, through social media, or through voice with smart devices or phone systems to aid with call centre deflection.  

The reasons for deploying Conversational AI are quite compelling – it enables 24/7 customer service availability, immediate responses and answers to common questions, and scalability that ensures coverage should there be an increased demand for customer support. These benefits, among many others, are causing the demand and use cases for conversational AI to grow in a variety of industries, including telecom, banking, automotive, entertainment and retail. Gartner Research predicts that by 2020, 25% percent of customer service and support operations will incorporate virtual customer assistance across various channels, up 23% from 2015. In addition to that, they predict that by 2020, 85% of interactions between customers and companies will be done with AI. 

2. Completing Transactions

As many companies make the wise decision of implementing conversational AI services, improvements continue to be made. AI is beginning to see a shift from simply providing information and guidance, to completing tasks and transactions on behalf of its users. This is being actively used in industries already, especially in the banking and retail world, and will continue to accelerate as conversational AI becomes more sophisticated. In these industries, AI is being used to guide customers through transactional journeys that include ordering products and making purchases all within a chat window or voice-enabled device.The use cases for the banking industry are also quite impressive. Conversational AI is being used to securely change pins, transfer money between accounts and perform other banking operations, all without the need of live agents.

3. Personification of Bots

Another growing trend to watch in the conversational AI industry is the personification of bots. This allows for all of the customer service benefits already expected by AI, but without losing the personal feeling of being helped by a live person. Organizations are giving their conversational bots a face, a name, a personality, and in the case of speech assistance, even a distinct voice. Examples of this are Amazon’s Alexa, Siri, and Rogers’ virtual assistant Anna. This personalizes interactions and helps to ease the minds of those who may be skeptical of interacting with an AI over a human employee, and makes the experience much more personal and enjoyable.

As the world of conversational AI matures, bots continue to expand their human-like capabilities and can handle more complex questions and tasks. Organizations are uncovering more and more use cases for the technology and are successfully integrating it into their ecosystem. As an experienced provider, we are pleased with the progress the industry is making and will continue to monitor trends as the concept of conversational AI evolves. If you are looking for help with your very own conversational AI, feel free to contact us.

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Data Scientist

As a Data Scientist, your day-to-day will involve writing queries, building dashboards, and preparing analytical reports about product performance for our clients and the Wysdom.AI team.  You will work with SQL, Tableau, and Python and ML Frameworks/libraries (among other tools) to create stunning visuals showing how Wysdom.AI is making their customers’ experience even better.

Implementation Engineer

As an Implementation Engineer you will be responsible for the solution integration of an enterprise grade conversational AI experience from a technical perspective. You will work closely with the lead solutions architect and be the technical face of the implementation team and lead the customer through the entire implementation cycle. You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Solution Architect

As a Solutions Architect within the Client Services team, you act as trusted advisor, responsible for the technical requirements and end to end solutions integration of Wysdom cognitive services within the client’s environment.  You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Cognitive Data Specialist

As a Cognitive Data Specialist, you will be responsible for the performance of the AI and quality of the corpus and will focus primarily on the VA training.  You will work with the client as required to ensure corpus is performing in an optimal manner.

Conversational Experience Designer

As a Conversational Experience Designer, you will be responsible for the designs of the overall customer experience, including the end-to-end dialog flows & journeys of the solution ensuring  design leverages  UxD best practices for optimal customer experience.

Conversational AI Specialist

As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments.

Conversational AI Lead

As a Conversational AI Lead, you will be responsible for leading all Conversational AI program activities.  You will work with all team members to ensure deliverables are completed on time, with high quality and exceeds client expectations and goals.

Program Director

Responsible for the overall success for the client, including the end-to-end delivery and optimization of the solution, you will manage the sales process from pillar to post, including technical and commercial proposals, pipeline management, sales forecasting, and contractual documentation.

David Trotter, Wysdom

David Trotter

SVP, Sales & Marketing

David has 30 years of global sales leadership experience as a collaborative leader who believes in a strong team concept within sales and marketing organizations. David has spent many years working with growth companies and enjoys being face to face with customers and partners to create solutions that have a lasting effect on the customer’s business environment. 

Prior to joining Wysdom, David was the Vice President, Sales at Scalepad, and previously spent 11 years as Vice President for Latin America and Asia Pacific for Absolute Software. He also held senior sales management positions at GE Capital and Clevest.  

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 


Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.


Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 


Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 


His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 


Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 


Ian invests, mentors, and sits on the boards of several startups in the Toronto area.