There is great potential in using conversational AI in the form of chatbots and voicebots to automate communication with customers because they are so easy for customers to use. Conversations are a form of interaction that we all are familiar with, and therefore Conversational AI works well for all types of users.

Unfortunately, far too many companies and organisations have gotten off to a bad start with chatbots that do not solve real problems - and they have had to turn them off again or admit that they did not make life easier for users and organisations. We want to change that, and that's why KPMG is fighting low-quality chatbots and voicebots.

Unlike other technical solutions, chatbots are not successful just because they work technically – but only when they are able to solve a real problem. And what’s more, they must continually be adapted to meet the customers' changing needs.

The use of chatbots is a convenient solution in interactions with customers. A good chatbot is built in partnership with linguists, conversation designers, developers, platform architects, customer service specialists, business owners and data scientists. Building conversations by the use of conversational AI thus requires different skills than what is required to build other digital self-service solutions.

Contact KPMG to hear more about how we can build a well-functioning chatbot or voicebot that makes life easier for your organisation.