The introduction of voicebots and conversational analytics AI tools is creating new standards, KPIs and revenue streams for BPO providers and Contact Center service companies. The turning point came with the rise of conversational AI over chatbots. Unlike these earlier tools, which rely on preprogrammed rules and menus and are limited to handling basic text queries, conversational AI uses natural language processing to understand complex intents, manage multi-turn voice or text conversations, and perform specific actions.