Making Sense of Conversational AI



A better customer experience? Lower costs?
Conversational AI can do that.

IVR, voice, and chatbots promise a lot, but delivering real business value is hard. You can’t just plug in AI and expect an amazing experience- regardless of what the tech vendors might tell you.

Gain a new perspective on conversational AI, how it fits into your customer service strategy, and how you can get the most out of it.


Included in the discussion:

  • Where and how to begin (timestamp 31:05)
  • What’s really involved with “bot management” (timestamp 33:37)
  • How culture plays into platform selection (timestamp 37:30)
  • Optimization tactics to get the best ROI (timestamp 42:25)




Kerry Robinson
VP of Conversational AI
Waterfield Technologies

An Oxford physicist with a Master’s in Artificial Intelligence, Kerry is a technologist, scientist, and lover of data with over 20 years of experience in conversational AI. He combines business, customer experience, and technical expertise to deliver IVR, voice, and chatbot strategy, and keep Waterfield Technologies buzzing.

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