Pypestream VRT - Conversational AI: Build or Buy
Common Sense Virtual Roundtable:

Conversational AI: Build or Buy

March 23rd, 2021, Successfully held

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Here’s what we discussed:

Conversational AI is hot, and your dev team may already be working on building some pilots. But should they? In this roundtable 10 CX and innovation leaders talked through the pros and cons of build vs. buy.

In this virtual roundtable moderated by Conversational AI experts at Pypestream, we asked questions like:
  • What companies have succeeded in building their own conversational AI?
  • Once you’ve decided to automate CX with conversational AI, how long will it take to get up and running?
  • What are the costs (in money and people) of building and supporting your own vs. outsourcing?

Moderated by 

Brad Schweibold
Vice President of Sales at

Here is what we learned:

What is the first product you launched (or need to launch) with AI, and what were (or are) the goals of the project?

A food service distributor launched a chatbot 3-4 years ago to get a better understanding if the technology can be relevant for its employees and customers. The chatbot has not caused a dramatic reduction in customer service calls as they expected it would. Rather, the chatbot is answering 20,000 customer questions a month that customers may not have wanted to ask via phone.

The food service distributor said that the data received from the chatbot helped them develop a better understanding of its customer and has helped drive its marketing content strategy. The chatbot also has use cases that the company didn’t expect. Its customers are using it to order items by voice, track deliveries, get estimated delivery times, and more.

A digital communications provider is looking at its AI data to make real-time business decisions for its customers.

They started with voice prompts commands and used that data in a shared services aspect across departments. They as leveraging a common platform, but each group has different entry points.

A home service repair facilitator is leveraging Google Dialog flow to better understand its customers’ intent. It uses chatbots to cut down on agent handle time, and it enables customers to do self-serve and use the company’s digital channels. Their customer call types are in 4 buckets: customer service, sales, repair management claims, and follow-up calls. Going forward, sales calls and second calls for “first notice of loss” will be routed directly to a live agent.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Pypestream:

Founded in 2015, Pypestream created the Customer Engagement Center (CEC), a next-gen conversational AI solution that rapidly transforms any business into a fully automated digital brand. Its core product, the Customer Engagement Center (CEC), is an all-in-one, cloud-based suite of 12 components that rapidly transform any business into a fully automated digital brand. Having developed seven ground-breaking automation patents in channel-based communications, Pypestream has quickly become the leader in the fast-growing enterprise AI space.

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

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