This document provides Conceptual Architecture for Conversational Artificial Intelligence (AI) / Natural Language Processing (NLP) based Platform for Customer Support and Agent Services. This document highlights 

Traditional Conversational Platform and its limitations.
Key capabilities of AI/NLP Based Conversational Platform that are required to make the platform efficient which addresses the end-to-end need.
Conceptual Architecture or Building blocks Conversational AI/NLP Platform to address the limitations.
High-Level technology mapping of the conceptual architecture.
Benefits of the Platform

Traditional Conversational Platforms & Limitations

Traditionally, many of the companies use Interactive Voice Response (IVR) based platform for customer and agent interactions. The following diagram depicts typical IVR-based platform that are used for customer and agents interactions.

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