Conversational AI
Conversational AI for customer workflows
Hello Alex supports customer conversations across phone, SMS, and web chat while keeping each channel's workflow explicit.
Definition
Conversational AI interprets customer messages or speech and responds within a defined workflow. A useful implementation connects the conversation to a business action, record, or handoff instead of treating chat as an isolated answer box.
What it can do
Use separate phone, SMS, and web-chat conversation surfaces.
Collect structured information during a conversation.
Connect channel-specific interactions to configured business workflows.
How the workflow works
- 1Choose the customer intent and the appropriate channel.
- 2Define the information, decision points, and handoff rules.
- 3Review the resulting conversations and adjust the workflow deliberately.
Operational outcomes
- Clear channel ownership and conversation boundaries.
- Reusable customer context for follow-up work.
- A governed path from a question to a business action.
Common questions
Which channels does Hello Alex support?
Hello Alex has product surfaces for phone calls, SMS conversations, and web-chat widgets.
Does each channel use the same workflow?
The channels can share business context, but their write lifecycles and handling rules remain explicit for the channel.
What makes conversational AI useful for a business?
It is most useful when the conversation is connected to a defined task, decision, record, or handoff.