AI, Data & Intelligence
Conversational AI
Customer-facing chat and voice assistants on your website, app, WhatsApp and phone lines that resolve common requests, speak your customers' languages and hand over to people with full context.
Capability overview
What conversational ai involves
Conversational AI now handles far more than scripted FAQs. With language models connected to order, booking and account systems, assistants can check a delivery, reschedule an appointment or explain a bill. The design challenge is knowing when to answer, when to act and when to pass the conversation to a person.
We build assistants across channels, including web chat, mobile apps, the WhatsApp Business Platform and telephony with speech recognition and synthesis. For Indian audiences we design for English, Hindi and regional languages, including code-mixed Hinglish, and test with real customer phrasing rather than tidy examples.
What is included
What we deliver
Channel deployment
One assistant served across website, app, WhatsApp and voice, with channel-specific behaviour such as buttons in chat and short turns on the phone.
Transactional integrations
Secure connections to order, CRM, booking and billing systems with customer verification before account details are shared.
Human handover
Escalation to agents in platforms such as Zendesk, Freshdesk, Salesforce or Genesys with the conversation history and detected intent attached.
Multilingual design
Language detection, translation strategy and tone guidelines per language, reviewed by native speakers.
Containment analytics
Dashboards for resolution rate, handover reasons, drop-off points and customer satisfaction by intent.
How we work
How we deliver conversational ai
Contact analysis
Chat logs, call transcripts and ticket data analysed to find the high-volume intents worth automating first.
Conversation design
Flows, answer style, verification steps and escalation rules written and reviewed with service leaders.
Build and integrate
Assistant, knowledge sources and system connections built, with guardrails against off-topic and unsafe responses.
Testing with real phrasing
Historical customer messages replayed and service staff role-play difficult conversations before launch.
Launch and tune
Soft launch on one channel, then weekly review of failed conversations to improve answers and flows.
Related capabilities
Related capabilities in Artificial Intelligence
Enterprise AI Integration
Connecting AI capabilities into the systems your organisation already runs, such as ERP, CRM, ITSM, document management and collaboration tools, with identity, permissions and audit carried through.
AI Model Integration
Wiring trained machine learning models and model APIs into existing software, from real-time scoring endpoints and batch predictions to model versioning, fallbacks and safe upgrades.
AI Deployment
Taking an AI system from a successful pilot to dependable production: hosting, scaling, security review, monitoring, rollback and the operational handover that pilots usually skip.
AI Proofs of Concept
Time-boxed experiments, usually four to six weeks, that test whether an AI idea works on your real data and processes, with success criteria agreed up front and an honest go or no-go recommendation.
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Questions & answers
Questions about Conversational AI
Cannot find what you need? Our team responds to technical and commercial questions within one business day.
Ask a questionYes, through the WhatsApp Business Platform via Meta directly or an approved business solution provider. Message templates for notifications need Meta approval, which is planned into the timeline.
It hands the conversation to a human agent during service hours, or collects details and creates a ticket outside them. Customers can also ask for a person at any time.
Yes. Voice assistants combine speech recognition, a language model and speech synthesis, connected to your telephony platform. Voice needs tighter latency and shorter responses than chat, so it is designed and tested separately.
Design and build are quoted as a fixed-price project for the agreed intents and channels. Ongoing tuning and support is a monthly service, and messaging or model usage fees are billed by the providers.
Next step
Discuss conversational ai with Acmez
Share what you need to change, build, integrate or support. We will map the practical next step.