Purpose-built AI builds better customer experiences

In the bygone era of contact centers, the customer experience was tethered to a singular channel--the phone call. The journey began with a pre-recorded message prompting the customer to press a number corresponding to their query. Today's contact centers have evolved from the confines of just traditional phone calls to multiple channels from emails to social media to chatbots. Customers have access to more business information than ever. But improving the quality of customer experiences means becoming more customer-centric and data-driven and scaling available human representatives for round-the-clock assistance.