Why Artificial Intelligence is an Agent's New Best Friend

The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help and are often upset. They may be asking about a lost bag or debit card, a flight that was canceled or a delayed package. What's important to remember is customer service agents dedicate their daily professional career to helping people solve these problems. As a company's brand ambassadors, they are the guardians of a business's customer relationships.