When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? Or is the opposite true? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space.