The future of AI in the contact center: Webinar highlights

Recently, Talkdesk hosted a webinar on The future of AI in contact centers that featured Paul Lasserre, global segment lead – applied AI Solutions at AWS, Margi Deinlein, customer insights manager at Talkdesk, and Jay Gupta, director of product marketing at Talkdesk. The panel discussed the present-day challenges holding organizations back on a progressive path to AI maturity and how these limitations can be overcome in an increasingly automated world. They also discussed the evolving perceptions of AI and its maturity in the field of customer experience (CX). In this webinar, Margi Deinlein from Talkdesk discussed the results from a recent global survey of over 900 CX professionals. These results indicated that 69% of CX professionals believed in the importance of AI in the contact center, endowing contact centers with a pivotal role in accepting the challenge and adopting AI to create value.