Conversational AI is the set of technologies, including natural language processing, intent recognition and large language models, that let software understand people and respond in natural language across chat, text, email and voice.
Conversational AI is the interface layer. On its own it makes interactions feel natural, but it does not guarantee the customer's task gets done. Results come when conversational AI is paired with workflow, data access and system actions, which is what turns a conversation into an AI agent.
Ushur uses conversational AI as part of AI agents that complete journeys end to end, such as verifying a member, collecting documents and updating the system of record within one interaction. Related: voice, SMS and chat.