How to build a meaningful AI customer self-service application

Not too long ago, allowing customers to access information and perform transactions by navigating through a series of menus from a phone keypad was seen as cutting-edge. IVR was quite the innovation! Since then, there have been many technological advances motivated by customer demand. Touch tone menus gave way to applications that let us speak our choices, and now self-service applications have further evolved to handle free human expression, either by text or by voice, in the form of chatbots and voicebots.