How to integrate AI into your service to create happy customers

If you were to ask customer service and contact centre executives for their opinion on artificial intelligence and robotics, you're certain to get a mixed response. Some believe that AI and robotics will inevitably make live agents redundant, while others strongly oppose such technology, believing it ineffective at understanding basic human emotion. What if, however, the reality of maximising AI and robotics existed somewhere in the middle? A place where process efficiency blends seamlessly with complex, omnichannel interactions, and experiences are designed to minimise customer effort, optimise human resources, and deliver happy customers as a result. It sounds like an ideal scenario, but what are the practical steps that organisations can take today to achieve positive results tomorrow?