Talkative's Plan for 2025

At Talkative, our mission is to help contact centres deliver the highest quality conversations.

In 2024 we’ve seen a lot of success with using LLMs within messaging channels.

Most users are seeing over 50% containment rates. It’s clear the industry is heading to a point where AI will handle (to some degree) the majority of contact centre interactions.

However, there is still much to be done - this new paradigm is still in its infancy.

As a chatbot provider, we often get asked, “how are you different?”. We focus on the following…

1. LLM Focused

We enable you to create, manage, and continuously improve knowledge bases (through real-world usage). This is central to delivering high-quality answers to customers.

“Actions” and connections into APIs/CRMs allow chatbots to go beyond question answering and deliver useful outcomes within conversations.

Prompt management, guardrails, analytics, and more are included to help you get the most out of the technology. 

2. Across Channels

Consumers use multiple channels to contact you - chat, voice, email, SMS/WhatsApp, and even video chat.

Effectively using AI across all channels is the holy grail of contact centres. 

3. Delivered Quickly

The frontier of what’s possible evolves quickly. We keep pace with continuous enhancements, delivering platform improvements every fortnight.

We also make it easy for you to get started - no developers or extensive professional services required. 

In 2025, our plan is to execute against these three points:

• We will continue enhancing our LLM messaging solution to enable contact centres to deliver higher quality conversations - the most accurate, consistent, and fastest answers. Our goal is to provide over 50% containment rate for all of our customer deployments.
• AI conversations across voice and email is the main new functionality being improved. Your customers will get a consistent, fast experience regardless of how they contact you. We’ve seen significant demand from mid-market contact centres to provide an “all-in-one” AI solution across channels. Nobody in the market does this well today, so there is work cut out for us.
• We’re working to make Talkative even easier to adopt with simpler UX, in-app guidance, and improved analytics. We talk about “higher quality” conversations and a key area of focus is measuring this, improving it over time, and showing the results to prove ROI. 

By the end of 2025, our goal is to be considered by mid-market contact centres the go-to platform for AI triage across all channels.

Want to learn more? Book a demo with the Talkative team today.