In 2022, Anurag Aggarwal was recognized as the #1 Most Influential Person in the Industry by ROCCO—a testament to his significant impact on telecommunications. Known for always having a camera in hand, Anurag loves capturing the world within a frame. Whether it’s nature’s beauty, iconic city skylines, or a spontaneous moment, his passion for photography is boundless. Often referred to as “a Japanese tourist in an Indian body” by his friends, he’s always ready to document life’s most captivating scenes.

As the Chief Revenue Officer for Enterprise Business at GMS, Anurag collaborates with some of the world’s largest enterprises, major tech firms, and global hyperscalers, driving the expansion of GMS’s AI-enabled Enterprise portfolio. A frequent speaker at industry events, he also serves on the Global Board of the Mobile Ecosystem Forum. Previously, he was the Board Advisor and Founding Chair of the Messaging Fraud Work Group at i3forum, bringing over a decade of leadership expertise in the CPaaS and messaging sectors. His career includes senior roles at Tata Communications, Globe Teleservices, and Tanla Platforms.

Beyond his professional achievements, Anurag hosts the podcast series Humans of Telecom, where he explores the personal stories and unique perspectives of prominent figures in the telecom industry.

In this installment of One Expert, One Topic, Anurag shares his insights on Conversational AI.

About The Series

This is the fourteenth installment in the “One Expert, One Topic” series, where field experts select a topic and share essential insights using Matt Abrahams’ What/So-What/Now-What format. Presented in written form, it allows you more time to absorb the topic and guides you on where to go for further learning. Writing is both challenging and time-consuming; we are grateful to our contributors for sharing their wisdom in this format.

What

Conversational AI is transforming the way businesses interact with their customers, making interactions more efficient, personalized, and accessible. At its core, Conversational AI leverages machine learning, natural language processing (NLP), and data analytics to understand and respond to human language in real time. It powers everything from chatbots on websites and messaging platforms to voice assistants on smartphones and smart home devices.

But why all the excitement? Conversational AI is more than just answering simple customer questions. It can dynamically adapt to various contexts, handle complex queries, and even anticipate customer needs. This evolution has shifted Conversational AI from a “nice-to-have” feature to a strategic necessity for businesses aiming to elevate customer experience (CX), streamline operations, and unlock new avenues for revenue.

The rise of Conversational AI has been fueled by advances in both technology and consumer expectations. As algorithms have become more sophisticated and data sets have expanded, today’s Conversational AI systems can simulate nuanced human conversation and learn from every interaction. The resulting AI-powered interactions are natural, engaging, and increasingly indistinguishable from conversations with human agents.

So What

The importance of Conversational AI goes beyond just customer support automation—it’s fundamentally reshaping customer experience and engagement strategies. By providing fast, accurate responses across platforms and time zones, Conversational AI helps brands meet the demands of today’s “always-on” consumers. A well-designed conversational AI can handle thousands of simultaneous interactions, allowing businesses to scale their customer service capabilities without adding extra human resources. This can drastically reduce operational costs while increasing efficiency.

In addition, Conversational AI enables businesses to capture valuable customer insights. Every interaction is a potential source of data that, when analyzed, can reveal customer preferences, common pain points, and new market trends. For example, frequent queries about a particular feature can signal the need for an update or the launch of a new product. This real-time feedback loop allows companies to refine their products and services continually.

Moreover, with the integration of Conversational AI across various messaging channels—SMS, RCS, social media, and websites—companies can provide consistent, brand-aligned experiences across multiple touchpoints. The convenience of Conversational AI also increases customer loyalty, as it provides quick solutions, personalized offers, and proactive reminders. This is especially critical as businesses compete in increasingly crowded markets where customer experience is a primary differentiator.

Beyond customer-facing applications, Conversational AI also optimizes internal processes. Virtual assistants are helping employees manage tasks, find information faster, and improve productivity. Whether it’s assisting in data entry, helping with scheduling, or providing knowledge-base support, Conversational AI empowers employees to focus on high-value tasks that require creativity and problem-solving.

Now What

As Conversational AI technology advances, so too must our approach to implementing it strategically and ethically. Here’s what companies and tech developers need to consider to fully harness the potential of Conversational AI:

1. Invest in Continuous Learning and Improvement

The power of Conversational AI lies in its ability to improve over time. Businesses should implement AI models that learn from every interaction, continuously fine-tuning themselves based on real-world usage. Setting up a robust feedback loop between customer service teams and AI developers can help ensure the AI is meeting evolving customer expectations. It’s essential to monitor and audit AI interactions to prevent issues like biased responses, misinformation, or degraded performance over time.

2. Prioritize Privacy and Security

With the rise in AI-driven data collection, safeguarding user privacy has become paramount. Customers need to trust that their interactions with Conversational AI are secure and that their data won’t be misused. Adhering to data privacy regulations such as GDPR and CCPA is crucial, as is transparently communicating data handling policies to users. An emphasis on secure data storage and encryption will build the trust necessary for customers to engage freely and openly with AI systems.

3. Expand into Omnichannel and Multilingual Support

As brands seek to engage diverse customer bases globally, Conversational AI must extend its reach beyond just one language or channel. Omnichannel support—seamlessly connecting users from websites, social media, and messaging apps—ensures customers experience continuity across platforms. Additionally, offering multilingual support can enhance accessibility and engagement, especially for companies operating in multicultural regions.

4. Human-AI Collaboration

While Conversational AI is capable of handling many interactions, complex or sensitive issues still benefit from human empathy and judgment. Companies should consider hybrid approaches where AI handles initial interactions or simple inquiries and seamlessly transfers more complex cases to human agents when needed. This approach offers the best of both worlds: speed and efficiency from AI, and empathy and nuance from human agents.

5. Define Success Metrics and ROI

To evaluate the impact of Conversational AI, businesses need to define clear success metrics. Common metrics include response times, customer satisfaction (CSAT) scores, and cost savings on customer support. However, Conversational AI can also provide insights into user behavior and purchasing trends. Tracking these metrics will allow companies to measure the direct and indirect returns on their AI investments.

Conversational AI is set to play an ever-growing role in business strategy and customer engagement. By following these best practices, companies can not only improve their customer service and streamline operations but also build stronger, more trustworthy relationships with their customers. As the technology advances, the potential applications of Conversational AI will only expand, making it a key asset for future-focused businesses.