Not Just Chatbots: How AI Is Helping Organizations Better Serve Their Customers

When the pandemic required that retailers shut their doors, consumers still needed a way to reach the brands they use and interact with every day. Due to the need to go remote, the contact center quickly took the place of in-person retailing, enabling consumers to connect to brands by phone, chat, email and more. Contact centers had long been run on-premise, but these resources also had to change to accommodate the remote nature of daily life, and many retailers quickly shifted those systems to the cloud. In addition to enabling agents to service customers remotely, the cloud-enabled contact center also allows brands to harness data from all those interactions and make them smarter and more effective. I recently connected with Genefa Murphy, CMO of Five9, an intelligent cloud contact center solution, who spoke to me about how brands are reimagining the customer experience and the technology they use to facilitate it.