# Conversational AI

URL: https://www.getdynamiq.ai/glossary/conversational-ai

> Technology that lets people talk with software in natural language, by text or voice, and have it understand the request and respond or act on it.

Technology that lets people talk with software in natural language, by text or voice, and have it understand the request and respond or act on it.

Conversational AI covers the systems behind chat assistants, voice bots and phone agents: understanding what a person says or types, keeping track of the conversation, and replying in text or speech. Earlier conversational systems matched messages to predefined intents and scripted flows; newer ones use large language models to understand open-ended requests and, as agents, call tools to look things up and take actions.

The difference shows up in the contact center. An intent-based bot handles the questions it was scripted for and sends everything else to a queue. An agent can check an order, change a booking or reset a password in the same conversation, which is also why it needs rules for what it may change, a transcript of what it said, and a path to a person.

A caller says, in their own words, that they were charged twice. A conversational agent finds both charges, explains that one is a pending authorization that will drop off, and offers a transfer to billing if the caller still wants to dispute it.

**In Dynamiq**, conversational agents run over chat and voice on one platform. Voice Agents answer inbound calls over SIP, WebRTC or a WebSocket, with every turn's latency measured and simulations before go-live, and chat agents deploy as a widget or an API. Both use the same tools and knowledge, and every conversation is traced.

## See it in Dynamiq

-   [Contact center voice agents](https://www.getdynamiq.ai/use-cases/contact-center)
-   [Voice Agents](https://www.getdynamiq.ai/product/voice-agents)

## Related terms

-   [Voice agent](https://www.getdynamiq.ai/glossary/voice-agent)
-   [AI agent](https://www.getdynamiq.ai/glossary/ai-agent)
-   [Speech to text](https://www.getdynamiq.ai/glossary/speech-to-text)
-   [Human in the loop](https://www.getdynamiq.ai/glossary/human-in-the-loop)

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